AccountId: 011433970860
ContactId: c90a1ec7-0577-4e8a-b326-1e5be2250ab6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213539 ms
Total Talk Time (AGENT): 44700 ms
Total Talk Time (CUSTOMER): 55904 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/c90a1ec7-0577-4e8a-b326-1e5be2250ab6_20250416T20:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, may I speak to [PII] please?
[AGENT][NEUTRAL] I'm sorry, did you say [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Can I get your first name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, [PII], uh, give me just a second to see if she's available. Is this number you're calling from a good callback number if anything happens?
[CUSTOMER][NEUTRAL] think
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] Yeah, let's see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Was it in regards to a claim that you had?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wow, and you.
[CUSTOMER][NEUTRAL] Either or.
[CUSTOMER][NEGATIVE] You let down now.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I sent her over a message [PII]. I'm just waiting for her to respond back to me, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank.
[CUSTOMER][NEUTRAL] You might.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Excellent value.
[CUSTOMER][NEUTRAL] Don't miss your mommy.
[AGENT][NEUTRAL] OK, so she is available, so I'm gonna transfer you over to her OK?
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] Yeah, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII]. I'm gonna transfer [PII] over to you now. Thank you. Yeah.
[CUSTOMER][POSITIVE] OK. All right, thank you, [PII]. All right, uh huh you're welcome.
[CUSTOMER][NEUTRAL] Hello, Ms. [PII]? Hello? Yes. Hi, how are you today?
[CUSTOMER][POSITIVE] I'm fine thank you