AccountId: 011433970860
ContactId: eb183f8a-ac65-4af4-baa1-f3e25bf2be33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83470 ms
Total Talk Time (AGENT): 27317 ms
Total Talk Time (CUSTOMER): 28833 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/eb183f8a-ac65-4af4-baa1-f3e25bf2be33_20250203T18:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] Hey, I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing alright thank you. I have an individual who is needing to make a payment on their policy.
[AGENT][NEUTRAL] OK, give me one second, let me get this pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] It is 634206.
[AGENT][NEUTRAL] And the name
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] And he just hung up.
[AGENT][NEGATIVE] Oh, no.
[CUSTOMER][NEGATIVE] That's OK. He was not a happy camper. I asked him for his date of birth, and he got so mad and yeah, I don't know, um, do you want his call back?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] Um, is it the [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, hold on before you get off so I can get this down [PII].
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I will, I will attempt to give him a call.
[CUSTOMER][POSITIVE] All right, good luck. Sorry about that. Thanks, bye.
[AGENT][POSITIVE] Yeah thank you bye.