AccountId: 011433970860
ContactId: f3ea8050-db2f-49e0-b447-de2343d91129
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112709 ms
Total Talk Time (AGENT): 33962 ms
Total Talk Time (CUSTOMER): 72733 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/f3ea8050-db2f-49e0-b447-de2343d91129_20250623T16:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Oh, Miss [PII], I got you instead.
[CUSTOMER][NEUTRAL] How do you get in contact with the OSC ambassadors? Good morning. How are you doing?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh, I'm good and you? Um.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] I don't know. That's, that's usually [PII]. What, what you got going on?
[CUSTOMER][NEGATIVE] Um, I have an insured. I was trying to walk her through her online, setting up an online account, but it keeps saying using I found and we tried her social. We tried the policy number, the one that we have in the system without the M, the, the letters behind it, um, and it's still not allowing her to move forward. I made sure that everything was correct in the system. It is and it's still saying using not found.
[AGENT][NEUTRAL] OK. Yeah, I think [PII] [PII] is the one.
[CUSTOMER][NEUTRAL] Unless she's doing something wrong. Unless she's doing something wrong, I don't know. Unless she doing something wrong, I have no idea.
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, is [PII] here? [PII]'s here.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, I'm not sure. Let me see.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] So when I contact [PII], do I just call her number directly or?
[AGENT][NEUTRAL] Yeah, that's what I think [PII] had to do. Oh crap, OK.
[CUSTOMER][NEGATIVE] They are not here.
[CUSTOMER][NEUTRAL] OK, just click somebody that because it's a whole list of them on here.
[AGENT][NEUTRAL] Oh, is it?
[CUSTOMER][NEUTRAL] So just click somebody's name. Yeah, we got, it says we have the OSC ambassadors [PII], [PII] [PII], all this is a whole list of them this email. I don't know. I don't think it was here that day. Let me spoil it, but you.
[AGENT][NEUTRAL] I'm must not be
[AGENT][NEUTRAL] I would check yeah you might have to just call them directly because I don't know if I don't know if they're in a queue or not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, Ms. [PII]. Have a good day.
[AGENT][NEUTRAL] Bye. You too. Bye bye.