AccountId: 011433970860
ContactId: cb7b7079-4a04-462c-be27-ccbf1fe81f8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183720 ms
Total Talk Time (AGENT): 120911 ms
Total Talk Time (CUSTOMER): 55392 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/cb7b7079-4a04-462c-be27-ccbf1fe81f8e_20250129T15:13_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. You're speaking with [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], how you doing? I ain't heard from you in a long time. This is [PII]. I wanna speak with [PII] who's working on my claim.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK. Now, which [PII] is that?
[CUSTOMER][NEUTRAL] Uh, I don't know. I'll give you my policy number, you.
[AGENT][NEUTRAL] Let, let me, uh, yeah, give me your policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 620424.
[AGENT][NEUTRAL] Alright, give me your phone number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. All right, verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII]. My mailing address is [PII].
[AGENT][NEUTRAL] All right, thank you. What about your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and Miss [PII], you're calling on uh accident policy?
[CUSTOMER][NEGATIVE] Yeah, it's my accident, but it's the disability that's attached to [PII]'s work is the one who was working on it now. Only thing I'm supposed to do is tell her I'm not working and she already know that that's the only thing I need to do, call her every month.
[AGENT][NEUTRAL] OK, let's see, I don't know the [PII] you're talking about, but I can send, uh, uh, I, let me see, can I get you over to that area and maybe somebody in that area can help you with, uh, uh, get you to the person you need to speak with, uh, because I, I don't know that [PII] that you're speaking with. So let me see, can I get somebody in that area that can cause you don't know [PII]'s last name, so let me see, can I put it up.
[CUSTOMER][NEUTRAL] No, ma'am, I don't know her last name.
[AGENT][NEUTRAL] OK, let me see, let me see. Let me see what I got right here. See what I can help you with. [PII] OK.
[AGENT][NEUTRAL] No, when I put in that, that, that bring up [PII], so let's see.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, that's who it is, [PII].
[AGENT][NEUTRAL] And she looks like she's busy. I can't get to. Now, what I'm gonna do, Miss uh [PII] is send her an email, have her call you back at [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I'm gonna send her an email telling that you call and you need to speak with her and then give her a call, give you a call, and her name is [PII]. That's who processed the last claim that was done on you was [PII]. So that's who I'm gonna send an email to, right? And uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] And if you call back, you can always ask, you know, it's [PII], and maybe she can give you her extension next time you'll be able to speak directly to her, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you. Uh-huh.
[AGENT][POSITIVE] You, you're welcome. You have a great day. Anything else I can help you with today?
[CUSTOMER][POSITIVE] 00, that's it. Thank you and have a good day.
[AGENT][POSITIVE] You're too welcome. All right, bye bye.