AccountId: 011433970860
ContactId: fa8f74dd-6566-4e60-93ad-df71d85930d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1584339 ms
Total Talk Time (AGENT): 132496 ms
Total Talk Time (CUSTOMER): 107770 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-3.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/fa8f74dd-6566-4e60-93ad-df71d85930d7_20250605T21:15_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yes, so I'm calling to request to speak to a manager.
[AGENT][NEUTRAL] OK. And um may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What's the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I don't have the policy number in front of me.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] May I have your address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] In for security, may I have your date of birth and email address on file?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Are [PII].
[CUSTOMER][NEGATIVE] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and so I can get you to the correct um department um or the right person. What is this in regards to?
[CUSTOMER][NEUTRAL] Um, it's in regards to my plan.
[CUSTOMER][NEUTRAL] In a conversation that I had with a supervisor yesterday.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm let me see if there's any managements available.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you mind holding for me?
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] Do you mind holding for me? I'm just trying to locate somebody right now at this time.
[CUSTOMER][NEUTRAL] Sure
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. I don't have a supervisor or manager available at this time.
[AGENT][NEUTRAL] I can request a call back.
[CUSTOMER][NEGATIVE] There's no way I can hold any longer for someone to be available because I'm sure somebody is is still on as long as y'all are open.
[AGENT][NEUTRAL] Um, I'm waiting for somebody to respond, but I haven't got a response yet. If you wanna keep waiting, I can still waiting for it. OK. All right, one moment.
[CUSTOMER][NEUTRAL] I can wait
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding. I'm still waiting, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding.
[AGENT][NEUTRAL] OK, um, I, I don't have a manager or supervisor because they are in meetings. Um, I do have a customer experience coordinator. Do you wanna speak to her?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and who is she?
[AGENT][NEUTRAL] I just
[AGENT][NEUTRAL] Her name is uh [PII].
[CUSTOMER][NEUTRAL] And what is she again?
[AGENT][NEUTRAL] She is a customer experience coordinator.
[CUSTOMER][NEUTRAL] OK, um, no, I'd rather speak to a supervisor or a manager.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You can request for somebody to call me back, but they're not gonna call back cause they don't follow through.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'll just have to call back again tomorrow, but in the meantime, I will say that I did request to call back.
[AGENT][NEUTRAL] OK, I'll go ahead and send another request, and I do apologize. Uh, I send a general, um, message to see who will respond, but that's all the response I got is, um, yeah, an experienced coordinator, um, the main manager is in a meeting.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] So you want me to just go ahead and get a a call back right now, correct? The request for a callback?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right, so I went ahead and send that over, OK?
[AGENT][NEUTRAL] Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] Thank you for calling APR.
[CUSTOMER][NEUTRAL] I have a question though, um, are you able to see if my um claim is still in waiting status?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, it's still in line to be processed. It was received on the [PII] and the normal processing time is 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Is there anything else I may help you with today?
[AGENT][POSITIVE] All right. You're welcome. Have a good afternoon. OK. Bye-bye.
[CUSTOMER][NEUTRAL] No, that'd be yeah.
[CUSTOMER][NEUTRAL] You too.