AccountId: 011433970860
ContactId: df46aee9-1a84-4ddb-88f0-58a83b921e3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220139 ms
Total Talk Time (AGENT): 76440 ms
Total Talk Time (CUSTOMER): 68694 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/df46aee9-1a84-4ddb-88f0-58a83b921e3c_20250617T20:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. So I am, I'm calling um from an attorney office and uh Rapaport's attorney office. My name is [PII] and I have a client. Her name is [PII]. And um I have here the claim number, claimant's name, and um uh policy number.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Or reference number, whatever for you.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] OK. And I'm sorry, can I get your name one more time, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. OK, thank you. And is the [PII] a good callback number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes, correct, mhm.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK. I'm gonna go ahead and get someone in our care team to take care of you cause they, um, that's who will be able to assist you with this, OK?
[CUSTOMER][NEUTRAL] OK, what's the phone number, uh, again to reach you, uh, the, the person that you are, uh, transferring me? Does he have a direct number or extension?
[AGENT][NEUTRAL] No, it's just the same uh number that you called um when you called here, but you may have pressed 3 for billing and um I guess you should have pressed the, like the option for customer service or a care team.
[CUSTOMER][POSITIVE] Oh, I, I thought I did 4. OK, maybe by accident I did 3. OK, thank you. I appreciate it. Thank you. Bye bye.
[AGENT][NEUTRAL] No problem, [PII]. One second, let me go ahead and transfer you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Right
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII] and billing. How are you doing?
[CUSTOMER][POSITIVE] Hey, I'm doing good how are you doing?
[AGENT][NEUTRAL] Uh, good. I have um someone from an attorney's office named [PII], um, that's calling on behalf of a client.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and her
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Sorry, um, her callback number is [PII]. Um, but that's what I would get her to someone on the care team.
[CUSTOMER][POSITIVE] Oh, go ahead. You're welcome.
[CUSTOMER][POSITIVE] Alrighty, well, I'll be more than happy to help her and you said her name is [PII]?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me join the call now.
[AGENT][NEUTRAL] Hi, [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] OK, I have, I have [PII] on our um care team that's gonna take care of you, OK?
[CUSTOMER][POSITIVE] Thank you I appreciate it have a great day.
[AGENT][NEUTRAL] You too, bye.
[CUSTOMER][NEUTRAL] Hello, how you