AccountId: 011433970860
ContactId: ca944446-7b8e-434f-bc9f-4118fc9f8600
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89099 ms
Total Talk Time (AGENT): 34169 ms
Total Talk Time (CUSTOMER): 33531 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/ca944446-7b8e-434f-bc9f-4118fc9f8600_20250411T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, sorry, was I talking to you right now?
[AGENT][NEUTRAL] Is who talking to me right now?
[CUSTOMER][NEGATIVE] Yeah, I think the phone um call hang up. I don't know if I was talking to you right now.
[AGENT][NEUTRAL] OK. And what is your name?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Um, I don't believe it was me that you were talking to, but I can help you.
[CUSTOMER][NEUTRAL] OK. I'm just trying to get an employee reinstated um with the gap insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you're trying to see if an employee was reinstated with Gap Insurance, is that correct?
[CUSTOMER][NEUTRAL] I'm trying to get um reinstated.
[CUSTOMER][NEUTRAL] Um, for the gap insurance.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. All right. May I, will you please spell your name for me, your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what is your?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and may I please have your call back number just.
[CUSTOMER][NEUTRAL] Oh, she's calling me, she's calling me back.
[AGENT][POSITIVE] OK, I'll let you go so you can get that then.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome bye bye.