AccountId: 011433970860
ContactId: dea2b331-8a51-4a0a-9f00-ae7a5a06eda9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235050 ms
Total Talk Time (AGENT): 83327 ms
Total Talk Time (CUSTOMER): 61499 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/dea2b331-8a51-4a0a-9f00-ae7a5a06eda9_20250106T16:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], is [PII] available today?
[AGENT][NEUTRAL] Um, let me check for you, sir. Can I get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And my call back number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], what is your policy number, sir?
[CUSTOMER][NEUTRAL] The group number that I'm calling for is 26071.
[AGENT][NEUTRAL] OK, are you the group contact person or you an individual with a policy?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I am uh the broker for the group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me look and see let me pull up your group real quick, [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold. I'm gonna need to instant message Miss [PII] and see if she's available today. Oh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And see if she is available to take a call, OK, and is [PII], is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great thank you very much.
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] Is her last name [PII]?
[CUSTOMER][NEUTRAL] Uh, I just spoke with her on Thursday, and she gave me her first name as [PII] in the claims.
[AGENT][NEUTRAL] OK. OK. That's Ms. [PII]. OK, I'm gonna put you on a brief hold. I'm gonna IM her right now, sir.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Hi [PII], this is [PII]. Thank you so much for waiting. Um, so Miss [PII] is out of the office today. She's not in, but I can leave, uh, send her an email, let her know that you called and have her return your call when she gets back.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] That would
[CUSTOMER][POSITIVE] That would be great. I would really appreciate it.
[AGENT][NEUTRAL] Yes sir, what is your um phone number please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, the same number that was the good call back number. OK, I will make sure that she gets this and I'll have her call you back when she returns.
[CUSTOMER][POSITIVE] Thank you so much you have a great day now.
[AGENT][POSITIVE] You too [PII] have a blessed day and thanks for calling APL sir.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Bye now have a good day bye now.
[AGENT][NEUTRAL] Bye-bye.