AccountId: 011433970860
ContactId: d7f2159f-46e9-43b0-9c8d-e9a9e0726ff9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325489 ms
Total Talk Time (AGENT): 64101 ms
Total Talk Time (CUSTOMER): 59301 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/d7f2159f-46e9-43b0-9c8d-e9a9e0726ff9_20250326T15:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I need, uh, [PII].
[AGENT][NEUTRAL] What's [PII]?
[CUSTOMER][NEUTRAL] Uh, extension number, I'm sorry.
[AGENT][NEUTRAL] Oh, who is that to?
[CUSTOMER][NEUTRAL] Miss Miss [PII].
[AGENT][NEUTRAL] And does she know that you're calling?
[CUSTOMER][POSITIVE] Yeah, she, I told her I'd call her back earlier, yes.
[AGENT][NEUTRAL] OK, and what's your name, sir?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], do you have your policy number so I can provide her with that?
[CUSTOMER][NEUTRAL] No, ma'am. Uh, it's my Social Security is [PII].
[AGENT][NEUTRAL] OK, give me one moment, let's see if she's available OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] What type of policy is it that she's helping you with?
[CUSTOMER][NEUTRAL] The short term disability.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I'm gonna go ahead and get you verified, [PII]. Um, verify your date of birth and your mailing address for me.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And your email address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alrighty, thank you. Give me just a second.
[AGENT][NEUTRAL] And did you say it was a [PII] that you were speaking with, or have been speaking with?
[CUSTOMER][NEUTRAL] I, I don't know the lady. I don't know her last name.
[CUSTOMER][NEUTRAL] I know it was Miss [PII], that's all I know.
[CUSTOMER][NEUTRAL] Her extension is [PII].
[AGENT][NEUTRAL] Yeah, I have to look it up by the name, sir, not the extension, and so that's what I'm trying to do. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sending her a message that you're on the phone so we'll see what she comes back with give me just a moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] If you wanna go home, let's go home.
[AGENT][NEUTRAL] All right, she wants me to transfer.
[CUSTOMER][NEUTRAL] If you wanna go home let's go home.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I'm gonna transfer you now, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][POSITIVE] Hey [PII], this is [PII]. Thank you so much.
[CUSTOMER][POSITIVE] You're very welcome, Ms. [PII].
[AGENT][NEUTRAL] So I have him verified everything is verified, date of birth, address, email you may wanna jot down his phone number.
[AGENT][NEUTRAL] It's what's on the the pad there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, I got it, yes ma'am.
[AGENT][POSITIVE] OK, thank you. Here he comes.
[CUSTOMER][POSITIVE] You're welcome.