AccountId: 011433970860
ContactId: c8cad492-8f68-44d8-8beb-c41717581acc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344529 ms
Total Talk Time (AGENT): 33731 ms
Total Talk Time (CUSTOMER): 40591 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/c8cad492-8f68-44d8-8beb-c41717581acc_20250416T13:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, my name is [PII], and I'm with the broker's office. I had been working with, um, [PII] on a claim, uh, ongoing claim issue we had. I was wondering if she was available that I might.
[CUSTOMER][NEUTRAL] Um, speak with her quickly.
[AGENT][NEUTRAL] Um, one moment. Let me see if [PII]'s available. And could I get your name one more time first?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number that you're calling about?
[CUSTOMER][NEUTRAL] I do, yes ma'am. Let's see, it is.
[CUSTOMER][NEUTRAL] 022 03757
[AGENT][NEUTRAL] And please verify the member's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. OK, one moment, I'll see if [PII]'s available.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Mhm. No problem.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII]. Thanks for your patience. Um, she's available, but I'm able to transfer um the call to you, but she said that she, she's giving you a call right now.
[CUSTOMER][NEUTRAL] Oh, she's calling me?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Mhm. Thank you for calling APL. Have a great day. Mhm bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.