AccountId: 011433970860
ContactId: d5239c6b-c8e6-4a3d-926f-7d0e9b851b09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179800 ms
Total Talk Time (AGENT): 34121 ms
Total Talk Time (CUSTOMER): 38533 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/d5239c6b-c8e6-4a3d-926f-7d0e9b851b09_20250228T14:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling Apo [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm looking to get a hold of [PII]. Is she available?
[AGENT][NEUTRAL] um
[AGENT][NEUTRAL] Are you a member?
[CUSTOMER][NEUTRAL] Uh, I am actually an agent with the Pennsylvania attorney General's office. I'm, uh, calling regarding a response our office received from Ms. [PII].
[AGENT][NEUTRAL] OK. Let me go ahead and take your information down so that way I can um provide that to you, to her. Can I get your name, please?
[CUSTOMER][NEUTRAL] Absolutely. My first name is [PII]
[CUSTOMER][NEUTRAL] My last name is [PII]
[AGENT][NEUTRAL] And what agency are you with?
[CUSTOMER][NEUTRAL] The Pennsylvania attorney general's office.
[AGENT][NEUTRAL] And can I get your call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Absolutely it's area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me one moment, let me see if she's available.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I'm not saying that she's here today. Um, if you like, I can transfer you to her, um, you can leave her a message or I can send her a message, um, or if you wanna.
[CUSTOMER][POSITIVE] Yeah, no, that's if you could put me into her voicemail, that would be great.
[AGENT][NEUTRAL] OK, give me one moment, please.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hello, this is [PII], special risk claims and appeals analyst.