AccountId: 011433970860
ContactId: cd0fbf24-3df7-4434-9f2f-07a81a31f716
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165800 ms
Total Talk Time (AGENT): 30158 ms
Total Talk Time (CUSTOMER): 57544 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/cd0fbf24-3df7-4434-9f2f-07a81a31f716_20250516T13:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. I was calling in response to an email that I got from [PII].
[CUSTOMER][NEUTRAL] And I was wondering if you could uh put me in touch with her please.
[AGENT][NEUTRAL] OK. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Give me just a moment while I pull up her number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get your name?
[CUSTOMER][NEUTRAL] Uh-huh. [PII]
[AGENT][NEUTRAL] And [PII], is there a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh huh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. One moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL care team. I have a [PII] on the line. He's saying that he got an email from you and he was wondering if he, he was calling you back in regards to that email.
[CUSTOMER][NEUTRAL] OK, um, give me just a moment.
[CUSTOMER][NEUTRAL] OK, yeah, you can send him over.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] I'm here.
[CUSTOMER][POSITIVE] Hi, this is [PII], thank you for returning my email.
[CUSTOMER][POSITIVE] Uh huh thank you for telling me about the situation.
[CUSTOMER][NEUTRAL] Um, I was a little puzzled that there would be an issue with the um banking information just because like every single month for many years they've been able to make the monthly withdrawal for my uh premium payments.