AccountId: 011433970860
ContactId: e32f392a-6bdd-4296-be7a-a9bafe5a20a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74250 ms
Total Talk Time (AGENT): 29692 ms
Total Talk Time (CUSTOMER): 35939 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/e32f392a-6bdd-4296-be7a-a9bafe5a20a1_20250117T17:31_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] She's like, you know, what's the issue with the lunches.
[AGENT][NEUTRAL] Thank you for calling HL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am I'm calling to uh to check on if I have a cancer policy with y'all.
[AGENT][NEUTRAL] OK, yeah, I can check to see if you have a cancer policy. Um, what was your name?
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I mean what's the problem.
[AGENT][POSITIVE] OK, and [PII] really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you. Uh, do you have a policy number at all?
[CUSTOMER][NEUTRAL] No, ma'am, I don't.
[AGENT][NEUTRAL] OK, um, I could start using your social.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEUTRAL] I called the other policy that I claimed on.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEGATIVE] Why I, I don't even know why now I even have that policy.
[AGENT][NEUTRAL] Alright [PII], I do not see you in our system.
[CUSTOMER][NEUTRAL] OK, alright then that kept me with the old policy.
[AGENT][POSITIVE] Alright, sorry about that confusion. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] All righty, well, that's thank, no, ma'am. Thank you very much.
[AGENT][POSITIVE] Alright yeah thank you have a great weekend.
[CUSTOMER][NEUTRAL] Uh-huh, you too.
[AGENT][NEUTRAL] Bye bye.