AccountId: 011433970860
ContactId: faa18f89-95db-4ef0-9410-846b944cf2a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179100 ms
Total Talk Time (AGENT): 54128 ms
Total Talk Time (CUSTOMER): 53710 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/faa18f89-95db-4ef0-9410-846b944cf2a9_20250227T21:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I was calling to speak with [PII] that's uh working on my, my, that's over my claim.
[AGENT][NEUTRAL] All right, Ms. [PII], bear with me just one moment, let me see if she's available.
[CUSTOMER][POSITIVE] Thank you. Mhm.
[AGENT][POSITIVE] My pleasure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And Ms. [PII], do you have your policy number available?
[CUSTOMER][NEUTRAL] Um, 620, I think 424.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sending her a message. Let me see if she answers.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You said 620404?
[CUSTOMER][NEUTRAL] No, 424.
[AGENT][NEUTRAL] 424.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me just one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, bear with me just one moment. I'm gonna transfer you. Thank you.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], are you able to talk to Miss [PII]?
[CUSTOMER][NEUTRAL] Oh yeah you can you can send her through. um, can you give me that policy number again? It's not pulling up for some reason.
[AGENT][NEUTRAL] Yeah, I mistyped it. It's 620424.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm used to talking to her.
[AGENT][NEUTRAL] I said it again.
[AGENT][NEUTRAL] has she got your number.
[CUSTOMER][NEUTRAL] Uh, you don't have my direct line, thank goodness, but, uh, she's a she's a monthly the end of the month before the first of the month. She's a monthly call for me.
[AGENT][NEUTRAL] Got you. I, I have some of those too. You're like, OK, whatever.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm used to it. It's the end of the month. I'm used to it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, well let me get her on the line. Thank you, [PII], one moment.
[CUSTOMER][POSITIVE] Alright thanks [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] [PII], I do have [PII] on the line for you. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Hey [PII], it's been a while. How are you?
[CUSTOMER][NEUTRAL] Just fine. How are you doing, Miss [PII]? I was calling you.