AccountId: 011433970860
ContactId: f9947531-1476-4234-bdd8-a18536f30702
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230770 ms
Total Talk Time (AGENT): 65940 ms
Total Talk Time (CUSTOMER): 52850 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/f9947531-1476-4234-bdd8-a18536f30702_20250522T17:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon. Um, this is [PII]. Is [PII] available?
[AGENT][NEUTRAL] Um, I can definitely see if she is. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII], I spoke to her yesterday.
[AGENT][NEUTRAL] But [PII], OK, do you have, uh, really quick before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, awesome. Thank you so much for that. Um, do you have your uh policy number?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes, 0250.
[CUSTOMER][NEUTRAL] 243 7.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alrighty and then just gonna verify some information really quick while I see if [PII] is available. Um, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. Looks like it is an AOL account.
[CUSTOMER][NEUTRAL] Yes, it is. [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying all of that. Um, alrighty, well, give me just a moment. I'm just gonna put you on a brief hold, Miss [PII] while I see if she is available, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. I'm sorry, I did shoot you a message. Um, I have somebody, uh, [PII], uh, she called asking to speak with you.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Oh Lord, I didn't even see this here. OK. Alright so.
[AGENT][POSITIVE] You're OK.
[CUSTOMER][NEUTRAL] OK, I'm pulling it up now sorry.
[AGENT][NEUTRAL] Sure, no, you're good, um, I went ahead and verified her and everything, but I don't know what it's in regard to.
[CUSTOMER][NEUTRAL] Alright, hold on one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, she just needs the itemized bill from the provider. OK, I can um talk to her.
[AGENT][POSITIVE] Alrighty thank you bye bye.
[CUSTOMER][POSITIVE] You're welcome alright bye bye.