AccountId: 011433970860
ContactId: e8d013b6-1b88-4b6a-91f0-fb4ca0a6d3a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241660 ms
Total Talk Time (AGENT): 71663 ms
Total Talk Time (CUSTOMER): 46312 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/e8d013b6-1b88-4b6a-91f0-fb4ca0a6d3a7_20250428T13:45_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][NEUTRAL] [PII], uh, can I speak with, uh, what's her name? uh, [PII].
[AGENT][NEUTRAL] OK, um, I can definitely see if [PII] is available. May I have your name and the reason for your call?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII] and I'm calling from Saint Andrew's Club.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And, and what's a good contact number in case we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Alright, and do you mind if I place you on just a brief hold while I reach out to [PII]?
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] All right. You're welcome. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Um
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I just got in touch with [PII]. I'm getting ready to transfer you over to her now, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist before the transfer?
[CUSTOMER][POSITIVE] That will be it, thank you.
[AGENT][NEUTRAL] Alright, thanks for calling APL. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], I have [PII] on the other line for you. She, I, all she gave me was Saint Andrew's Club.
[CUSTOMER][NEUTRAL] OK, so you haven't verified anything on it yet?
[AGENT][NEGATIVE] Um, I haven't even pulled up a policy. She won't give me, she just wants to talk to you. I, uh, the most she gave me was the phone number.
[CUSTOMER][NEUTRAL] OK. Let me go ahead and get that from you real quick.
[CUSTOMER][NEUTRAL] What's that?
[CUSTOMER][NEUTRAL] What number did she give you left?
[AGENT][NEUTRAL] [PII]. Sorry, I thought you were looking at something.
[CUSTOMER][NEUTRAL] No worries. You said what was the last 4?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, thank you. I'll take and I'm sorry, what was your name again?
[AGENT][NEUTRAL] You're welcome, [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][POSITIVE] You ready? You're welcome.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, thank you so much for holding. I have [PII] on the line to assist you further. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah, this is [PII]