AccountId: 011433970860
ContactId: f3e0b696-bf28-4383-84f4-fd3dc849cf6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272179 ms
Total Talk Time (AGENT): 82932 ms
Total Talk Time (CUSTOMER): 77232 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/f3e0b696-bf28-4383-84f4-fd3dc849cf6d_20250423T17:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] and I just missed a phone call from, from y'all's office and I'm not sure who I need to speak with.
[AGENT][NEUTRAL] OK, I can get that policy pulled up and we'll take a look at what's going on there. um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Yes, because I'm at work, so I, I may have to, to get off, uh, [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you, do you have your policy number?
[CUSTOMER][NEUTRAL] No, ma'am, I do not. I'm sorry.
[AGENT][NEUTRAL] OK, no, that's alright, um, I can start using your social.
[CUSTOMER][NEUTRAL] OK, um, [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I'm going to read that back to you, uh, make sure I heard that correctly, [PII], that was [PII].
[CUSTOMER][NEUTRAL] Right. It, it could be in my husband. He passed away and I'm doing a, a claim on him. Um, uh, do you want his social?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, it's [PII] [PII].
[AGENT][NEUTRAL] [PII], OK, got it. Thank you one moment.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] There we are. OK. I'm just gonna verify some information really quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] Thank you and then can you verify the mailing address, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Perfect. Thank you for verifying all of that. OK, one moment, let me find this correct policy here.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I believe that was [PII] who was trying to get a hold of you um if you don't mind, give me just a moment. um, I'm going to put you on a brief hold, [PII], and see if she is available at the moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling A Pillows [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][NEUTRAL] I'm doing OK, and yourself?
[AGENT][NEUTRAL] Doing good thank you um so yes I've got [PII] on the line uh she said that she had a missed call from you I was just trying to reach you back.
[CUSTOMER][NEUTRAL] Oh yes, that's fine. Did you already verify?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send it through. I have the policy fill up.
[AGENT][POSITIVE] OK, awesome thank you bye bye.
[CUSTOMER][NEUTRAL] Uh-huh.