AccountId: 011433970860
ContactId: fac1c15a-09e3-4300-b3c0-abded8b7630b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115720 ms
Total Talk Time (AGENT): 50880 ms
Total Talk Time (CUSTOMER): 58196 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/fac1c15a-09e3-4300-b3c0-abded8b7630b_20250124T13:24_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] in customer service. I have Ms. [PII]. Oh.
[CUSTOMER][NEUTRAL] Never mind, she just hung up the line.
[AGENT][NEUTRAL] Oh, OK then. Well, all right, she'll call back, I suppose. What was she needing, [PII]?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, um, I have her policy which is 240.
[CUSTOMER][NEUTRAL] Sorry, 740,240.
[AGENT][NEUTRAL] Well, that's like.
[AGENT][NEGATIVE] Those numbers you just gave me, that's way too many numbers for a policy number.
[CUSTOMER][NEUTRAL] Uh, sorry, sorry, I was, um, starting over 740,240.
[AGENT][NEUTRAL] OK. What was she needing? She'll call back, but I mean, what was she needing?
[CUSTOMER][NEUTRAL] Um, I actually have a callback number. Uh, I'll, uh, but she hung up, I guess.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Not sure. OK. Um, she had a question, mhm, she had a question about the ambulance coverage under her policy, um, if it was, um, available for a claim that she had in [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You know what she mean?
[AGENT][NEUTRAL] OK. Well, she may have had to call back. I mean, she may have had to go for some reason. She works for a hospital, I see, so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll just let her call back if she hung up. I mean.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, OK, well, alright then, well just make your note that you know she called but hung up I mean during the transfer that she disconnected.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][NEUTRAL] You're welcome, [PII]. Well, I hope you have a good day. I hadn't talked to you in a while. Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You too, thanks.
[AGENT][POSITIVE] Thanks. OK, bye bye.
[CUSTOMER][NEUTRAL] Bye.