AccountId: 011433970860
ContactId: e290c3d9-5010-49ee-a409-87a3100b8536
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123069 ms
Total Talk Time (AGENT): 45297 ms
Total Talk Time (CUSTOMER): 79554 ms
Interruptions: 3
Overall Sentiment: AGENT=3.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/e290c3d9-5010-49ee-a409-87a3100b8536_20250307T14:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hey, [PII], I think I might have hung up on this lady. I'm not sure. I don't, I don't see her on here anymore.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] And I don't know how to get back.
[CUSTOMER][NEUTRAL] Or either she may have hung up. I don't know. She wanted benefits on the HI do you mind calling her back?
[AGENT][NEUTRAL] No, I don't at all. What's the, what's, do you have a policy number or anything?
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] I do. I verified everything got her phone number and was trying to transfer and I don't know what happened.
[AGENT][POSITIVE] Not a problem. We'll call her back. What's that policy number?
[CUSTOMER][NEUTRAL] OK. It is 02596030.
[AGENT][NEUTRAL] Is she the provider?
[CUSTOMER][NEUTRAL] No, she is the insured.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And I verified her address, email address, date of birth. Her callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And I don't know if she hung up or I hung up on her somehow.
[AGENT][NEUTRAL] Well, we'll, we'll see if we can connect to her and get her taken care of. You doing?
[CUSTOMER][NEGATIVE] But she was asking about some benefits on SHI that I don't, I'm not comfortable giving her.
[AGENT][NEUTRAL] I hear you.
[AGENT][POSITIVE] All righty. I'll call her back. Not a problem. Sure. Yeah, I've been doing all right. How about you?
[CUSTOMER][POSITIVE] I appreciate you. You've been doing all right.
[CUSTOMER][POSITIVE] Oh, pretty good. I reckon I'm making it.
[AGENT][NEUTRAL] That's right, hey, we can only do just take it one day at a time.
[CUSTOMER][POSITIVE] That's what I was gonna say, one day at a time, one day at a time. Lord, praise God.
[AGENT][POSITIVE] Sweet Jesus.
[AGENT][POSITIVE] For sure. It's good to talk to you. I miss you.
[CUSTOMER][POSITIVE] You too. miss you too. Well, thank you for calling her back because I wasn't sure of the benefits she was asking.
[AGENT][POSITIVE] Right. You have a great weekend.
[AGENT][POSITIVE] Yeah, I can call her back. Not a problem. Thank you. Take care. Bye-bye.
[CUSTOMER][POSITIVE] OK, thank you. You too. Bye-bye.