AccountId: 011433970860
ContactId: e4e40566-80d5-45df-a8f4-8c0f50b70fc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271299 ms
Total Talk Time (AGENT): 153344 ms
Total Talk Time (CUSTOMER): 88995 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/e4e40566-80d5-45df-a8f4-8c0f50b70fc4_20250122T21:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey [PII], um, I was trying to get a hold of Deshay, but I didn't get her extension.
[AGENT][NEUTRAL] OK. I, I, could I have your name?
[CUSTOMER][NEUTRAL] Would you
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] I just talked to her
[AGENT][NEUTRAL] OK, OK, uh, let me see, can I, and you might have to call her back and get through to her extension. Let me see, can I get her extension? Well, because I don't think I let me see, DJ.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] What's your uh phone number just in case we get disconnected I can make sure I have it.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] All right, let me see when she answered me back. What's your policy number, Mr. [PII], if I can have it for?
[CUSTOMER][NEUTRAL] It is, it is um 774,210.
[AGENT][NEUTRAL] OK. And just verify your date of birth for me for verification.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] All right. And what's your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And is there anything that I, I can help you with?
[CUSTOMER][NEUTRAL] Well, she, I just wanted to verify that she got this um email that she asked me to just send her.
[AGENT][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] And it, it has all of um that personal information so I wanted to make sure she got it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me ask her.
[AGENT][NEUTRAL] Mr. [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII] is on the phone and he needs to know if you got his email.
[AGENT][NEUTRAL] On today, right? You just send it, OK, today, OK, he just sent it.
[CUSTOMER][POSITIVE] Yes, yes, just send it.
[AGENT][NEUTRAL] And then I can be able answer you that. Let me give you a policy number for.
[AGENT][NEUTRAL] Let's see, she gonna answer me right back.
[CUSTOMER][NEUTRAL] When I was evening her as she was um uh a direct deposit authorization.
[AGENT][NEUTRAL] Oh, OK, because, yeah, and then they, now they have to give it time to get it set up. Let she uh she talked to bring me back. So let's see what she did, because I do see something we just process on you today and right now it's not set up, but I'm sure if she got it she'll try to send it over there and get, get it, try to get it set up today.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see what she's doing.
[CUSTOMER][NEUTRAL] Yeah, that would be fine. I just want to make sure she got it.
[AGENT][NEUTRAL] OK, she copied me back, so let's see what she gonna say.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yep, I got it. She, yeah, she got up. You want me asking, do you think it'll get set up today? Do you want me to ask that?
[CUSTOMER][NEUTRAL] Oh, I, I think she's gonna do that, um, uh, she said.
[AGENT][NEUTRAL] OK. OK. Well, she said she got it.
[AGENT][NEUTRAL] OK, I mean, I mean.
[CUSTOMER][POSITIVE] OK, perfect. Well, thank you very much. It's.
[CUSTOMER][NEUTRAL] Is there an extension? Would you know her extension by chance?
[AGENT][NEUTRAL] OK. OK. It says, what's your extension for?
[AGENT][NEUTRAL] But in the future.
[CUSTOMER][POSITIVE] Yeah, perfect.
[AGENT][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] She can talk me back in a minute.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] You guys have been so very helpful I appreciate it very much.
[AGENT][POSITIVE] Thank you. We try our best, please. Her extension is [PII].
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][POSITIVE] [PII]. OK, perfect. Well, thank you so much. You, you guys are just wonderful and I don't know if uh anybody tells you that enough, but, but you, everybody I've dealt with there has just been spectacular so I.
[AGENT][NEUTRAL] Uh-huh, yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Well, we appreciate it and we appreciate your business.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, well, thank you very much and uh I appreciate your help today.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right. Well, thank you for calling American Public Life. Is there anything else we can help you with, just give us a call back, Mr. [PII]. You have a wonderful afternoon. All right, bye-bye.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] You too. Bye-bye.