AccountId: 011433970860
ContactId: c88b4eb7-712a-4d68-a12e-a07383d33f76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244779 ms
Total Talk Time (AGENT): 74447 ms
Total Talk Time (CUSTOMER): 55189 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/c88b4eb7-712a-4d68-a12e-a07383d33f76_20250410T19:34_UTC.wav
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[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was looking to speak with [PII].
[AGENT][NEUTRAL] OK, I can um help you speak with [PII]. Does she know that you're calling her back?
[CUSTOMER][NEUTRAL] Yeah, she she gave me her name to call her back.
[AGENT][NEUTRAL] OK, and what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK Miss [PII], do you have a policy with us?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What is that policy number, please?
[CUSTOMER][NEUTRAL] 259-736-3
[AGENT][NEUTRAL] OK. Let me go ahead and verify the policy real quick before I, I find Ms. [PII] for you. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then what is your address, the phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, well, uh, phone number is [PII] and um I believe it's my work email you have it's [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying that information and if we get disconnected is that phone number you just gave me a good one to call you back on?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on a brief hold and see if she's available to take your call.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Miss [PII], this is [PII] back with you again. She is waiting for your call, so I'm going to transfer you on over to her now.
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][POSITIVE] OK, thank you so very much.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got Miss [PII] on the other line. Hey.
[CUSTOMER][NEUTRAL] Hey. OK. Do you have her, uh, what's her policy number?
[AGENT][NEUTRAL] It is 259-736-3 and I did verify her.
[CUSTOMER][NEUTRAL] OK, you can send her over.
[AGENT][POSITIVE] OK, thank you. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye.