AccountId: 011433970860
ContactId: d257d736-e671-433a-995b-c2a9b02242a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355799 ms
Total Talk Time (AGENT): 88538 ms
Total Talk Time (CUSTOMER): 84900 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/d257d736-e671-433a-995b-c2a9b02242a8_20250228T18:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I was actually hoping um to get in touch with [PII]. She had been helping me out with some billing discrepancies last week and I hadn't heard back from her yet.
[AGENT][NEUTRAL] OK, [PII], uh, let's take a look. Let me see if she's around here.
[AGENT][NEUTRAL] Do you have by chance [PII] your policy number?
[CUSTOMER][NEUTRAL] Yes, um, hold on, sorry, it's getting pulled up right now. Um, it is 26332.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. And can you give me the insured's name?
[CUSTOMER][NEUTRAL] Um, it's the group as a whole, but the ALE group.
[AGENT][NEUTRAL] Oh, it's the group as a whole. I got you. I'm sorry. I thought it was for an individual.
[CUSTOMER][NEUTRAL] Yeah, no, it's OK.
[AGENT][NEUTRAL] Alright, let me just pull the group up.
[AGENT][NEUTRAL] Alright.
[AGENT][NEGATIVE] And it's for, it looks like a lie group. I don't know if that's how you pronounce that.
[CUSTOMER][MIXED] It's OK. Um, it's ALE, but it's OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Alright, I sent her a message, [PII]. It looks like she's showing away from her desk right now. Hopefully she'll respond back here in a minute.
[CUSTOMER][MIXED] OK, no problem. I mean, I'm sure that you could help too, but I would hate to put you through all of the, the backstory that we had on um the other day that we talked.
[AGENT][POSITIVE] I got you, yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh sorry about that.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Yeah, she hasn't responded back to me yet, [PII], um.
[AGENT][NEUTRAL] I could have her try and give you a call back. I don't know if that's an option for you. She may just be at lunch. It's or Central time. I'm not sure where you're at, so it's like [PII] here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That would be
[CUSTOMER][NEUTRAL] [PII], OK, it's Eastern time here, so it's almost [PII] here, that would make sense.
[CUSTOMER][NEUTRAL] Um, yeah, if you could ask her to give me a call, um, I don't know if you guys can email but I can leave you my email and my phone number. It doesn't matter.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I just was hoping to get this resolved today.
[AGENT][NEUTRAL] What's your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and my direct extension is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And then what's a good email for you, [PII]?
[CUSTOMER][NEUTRAL] It's gonna be [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So [PII]?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK. I will get this information over to her and have her give you a call back um as soon as she comes back, OK?
[CUSTOMER][POSITIVE] OK, I really appreciate your help. Thank you so much.
[AGENT][POSITIVE] No, no problem, [PII]. Take care.
[CUSTOMER][NEUTRAL] You too. All right, bye-bye.
[AGENT][NEUTRAL] OK.