AccountId: 011433970860
ContactId: d1918dbc-96b1-4e05-89da-bd81f58bd645
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150270 ms
Total Talk Time (AGENT): 70230 ms
Total Talk Time (CUSTOMER): 44639 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/d1918dbc-96b1-4e05-89da-bd81f58bd645_20250310T21:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], um,
[CUSTOMER][NEUTRAL] Well you can transfer me to [PII].
[CUSTOMER][NEUTRAL] By any chance.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I can check and see if she's, yeah, I can check and see if she's available. Can I please um ask who's calling?
[CUSTOMER][NEUTRAL] Yeah, this is, uh, [PII] at National Agency Solutions in [PII]. I've been emailing with her and I just wondered if she had a second. I'm so confused about something that's going on with the.
[CUSTOMER][NEUTRAL] Insured here.
[AGENT][NEUTRAL] OK, yes sir, yes sir, and [PII], what is your callback number just in case the call gets dropped while I'm trying to get a hold of her.
[CUSTOMER][NEUTRAL] Uh, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on a quick hold. I'm gonna see if I can get her and I'll be right back, [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] So I did look and see that she is in red right now, which means that it's do not disturb. But what I'm going to do is I'm going to get your, uh oh, I got your phone number. I'm gonna write her an email and let her know that she needs to give you call back just as soon as she can, OK?
[CUSTOMER][NEUTRAL] OK, yeah, [PII], how long have you been working in billing?
[AGENT][NEUTRAL] I'm not in billing, I'm in the care team.
[CUSTOMER][NEUTRAL] Oh, alright, I've got her direct line. I can probably just call and leave her a message.
[AGENT][POSITIVE] Oh, OK, yeah, that will work that probably a lot faster um rather than giving her a moment to get finished doing what she's doing and going and checking her emails, yes sir.
[CUSTOMER][POSITIVE] Yeah, I'll just call and then probably get a voicemail just leave a message there, but I appreciate your help.
[AGENT][POSITIVE] It's no problem at all, [PII]. I, if there's anything else I can do to help you before we go?
[CUSTOMER][NEUTRAL] Oh no, that's it.
[AGENT][POSITIVE] All right, well, you take care and thank you so much for calling APL sir.
[CUSTOMER][POSITIVE] Alright, thanks.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.