AccountId: 011433970860
ContactId: e1836312-1acb-4cf3-85a4-2169d9466f0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271380 ms
Total Talk Time (AGENT): 63527 ms
Total Talk Time (CUSTOMER): 63384 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/e1836312-1acb-4cf3-85a4-2169d9466f0f_20250415T21:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], is [PII] by any chance available?
[AGENT][NEUTRAL] [PII], um, let me see if she's on the call. She is, hold on one moment.
[AGENT][NEUTRAL] And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII] I am on [PII].
[AGENT][NEUTRAL] OK, and just in case, may I have your policy number?
[CUSTOMER][NEUTRAL] Uh yes, 9, A as in apple, 20631.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] She's uh writing me now. I'm getting her extension. Hold on one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] And it's for [PII].
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII] has uh been talking to us, so.
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] He is the one that has, uh,
[CUSTOMER][POSITIVE] Been working with us the most.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Miss Mrs. [PII], do you mind if I place you on just a brief hold? I'm just going to um just giving her the policy information.
[CUSTOMER][POSITIVE] All right, thank you, I don't mind.
[AGENT][NEUTRAL] All right. You're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mrs. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thanks so much for holding. So I got her extension. I'm getting ready to transfer you over to [PII] now. Was there anything else I can help you with before I transfer?
[CUSTOMER][POSITIVE] No, but I appreciate your help.
[AGENT][NEUTRAL] You're very welcome. Well, thanks for calling APL and hold on one moment, OK?
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII]. Hold on one second, OK?
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, Mrs. [PII], I have [PII] on the line to assist you further, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thanks [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi Miss [PII], how are you?