AccountId: 011433970860
ContactId: 09cefe0b-c82e-4f89-bfdb-b8ba5878d9cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201520 ms
Total Talk Time (AGENT): 94964 ms
Total Talk Time (CUSTOMER): 37568 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/09cefe0b-c82e-4f89-bfdb-b8ba5878d9cc_20250618T18:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], good afternoon. This is [PII]. I'm a broker. Um, I need your help with uh reviewing some claims for an existing client.
[AGENT][NEUTRAL] For claims? OK, do you have a policy number for the person that you're calling in regards to?
[CUSTOMER][NEUTRAL] Yes, 25.
[AGENT][NEUTRAL] Or, OK.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] 2549425
[AGENT][NEUTRAL] Say that one more time. My phone cut out after 25.
[CUSTOMER][NEUTRAL] Uh, it's OK. 2549425.
[AGENT][NEUTRAL] 9425 hold on just one second let me pull that up. I'll actually have to get you over to our claims team, but let me pull it up real quick and make sure I can give them the information on this. One second.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] On [PII], I'm sorry, [PII], sorry, I can't read his name correctly.
[CUSTOMER][NEUTRAL] Well, it's gonna be on one of his dependents, [PII], so, yeah, but the same client.
[AGENT][NEUTRAL] [PII], OK. Date of birth [PII]. OK, yeah, let me get you to someone in the claims team where they can see the claims. Did you have any questions for anything other than claims?
[CUSTOMER][NEUTRAL] No, no, that will be all.
[AGENT][NEUTRAL] OK, alright, just one second, let me connect you and is this a good callback number for you? The [PII] in case something happens on transfer? OK, perfect. Thank you, one second.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No problem. Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in Broker Resources. I have an agent or broker on the line that's needing to check the status on a claim for this customer. Can I give you the policy number?
[CUSTOMER][POSITIVE] Uh, yeah, that'd be great.
[AGENT][NEUTRAL] OK, it's 2549425.
[AGENT][NEUTRAL] And that's for dependent number 4 [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] OK, and then the broker is verified.
[AGENT][NEUTRAL] Yeah, it's [PII]. She's the broker for the account and her callback number is [PII].
[CUSTOMER][POSITIVE] OK, thank you, [PII]. I'll take care of it.
[AGENT][NEUTRAL] Alright, OK, I'll bring her on. Give me just one second.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hi, I've got [PII] on the line and she's gonna be able to answer your claim questions, OK?
[CUSTOMER][POSITIVE] OK. Sure. Thank you.
[AGENT][POSITIVE] Have a great day. Thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank