AccountId: 011433970860
ContactId: ef3fe90b-88b2-455f-b482-709fcdea09df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 401559 ms
Total Talk Time (AGENT): 92957 ms
Total Talk Time (CUSTOMER): 68061 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/ef3fe90b-88b2-455f-b482-709fcdea09df_20250317T15:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was just speaking to [PII], uh, a few minutes ago, and she was helping me straighten out a claim. Is it possible I could speak to her?
[AGENT][NEUTRAL] OK, I can see if Miss [PII] is available for you. What was your name again?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Uh, 2 seconds, let me just pull it up here. My policy number is 0202581804.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me pull in your policy real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] My birthday is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then also for security reasons can you give me your address, phone number, and.
[AGENT][NEUTRAL] The policy for you.
[CUSTOMER][NEUTRAL] Uh, so my address is [PII]. My phone number is [PII], and then the email is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying your policy for me. Let me um just write her a message real quick and see if she can is available to take the call.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] You're so welcome.
[AGENT][NEUTRAL] I've just got some time.
[AGENT][NEUTRAL] See if she sees my message.
[CUSTOMER][NEUTRAL] Yeah, she, she said to call back and ask for her so, so I'm thinking she'll hopefully be late in.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, she's right. I got an I.
[CUSTOMER][NEUTRAL] I'm sorry, what's that?
[AGENT][NEUTRAL] I said I got an eyeball that means that she saw the message so she's getting ready to write me.
[CUSTOMER][POSITIVE] Oh good.
[AGENT][NEUTRAL] OK, let me get her number real quick. She's she's on a call right now, so we're just waiting for her to get off this call.
[AGENT][NEUTRAL] And then I'll transfer you over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] He's writing me so I'm wondering if the call's taking a little longer.
[AGENT][NEUTRAL] Let me see what she says real quick.
[AGENT][NEUTRAL] Might be
[AGENT][POSITIVE] She's right.
[AGENT][NEUTRAL] It's gonna be just a second while I get this message from her.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] OK, wonder if she can call you right back.
[CUSTOMER][NEUTRAL] All right, yeah, that's fine.
[AGENT][NEUTRAL] OK, I'm gonna give her your phone number this [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, uh she'll give you a call back just as soon as she's off this other call.
[CUSTOMER][POSITIVE] Alright perfect thank you so much for your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're so welcome. You have a great day and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Mhm