AccountId: 011433970860
ContactId: 0bf8401b-13c5-4adf-b63a-a2eded4b33ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223779 ms
Total Talk Time (AGENT): 113342 ms
Total Talk Time (CUSTOMER): 69470 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/0bf8401b-13c5-4adf-b63a-a2eded4b33ce_20250609T17:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Um, I'm calling from the broker associated Financial Consultants. How are you today?
[AGENT][NEUTRAL] Just fine. How are you?
[CUSTOMER][POSITIVE] I'm doing well, thank you.
[CUSTOMER][NEUTRAL] I was calling to follow up on a claim for one of the members. We are you able to assist me with this?
[AGENT][NEUTRAL] I'll actually have to get you to claims, but let me get some information and I can transfer you over to someone that can help you. We can't see it on the sales side unfortunately. What's the group number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 262-59 D as in tar is the name.
[AGENT][NEUTRAL] Alright, let me pull it up. Give me one second here. Whoops.
[AGENT][NEUTRAL] And which agency are you with?
[CUSTOMER][NEUTRAL] Associated financial consultants.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the name of the participant that you're calling in regards to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Um, 2456692.
[AGENT][POSITIVE] Perfect, look here.
[AGENT][NEUTRAL] OK, I found it. Yes, let me get you over to the claims department. They'll be able to look at those claims and assist you with that. Hold on just one second, OK? And the number that you're calling from the [PII], is that a good callback number for you in case our call drops when I transfer you? It shouldn't, but OK, perfect. OK, alright, thank you so much. Give me just one second.
[CUSTOMER][POSITIVE] Yes, yes it is.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over in Berker Resources. I have an agency on the line. Hello, how are you?
[CUSTOMER][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] Let's see, can you hear me? My phone keeps cutting out. Sorry. um, OK, good. I have, um, I have [PII] on the phone. She's with the agency, uh, calling to check status on this claim for policy number 2456992.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Yes, I can hear. Mhm.
[AGENT][NEUTRAL] That's for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I haven't verified like all his ID.
[CUSTOMER][NEUTRAL] For [PII]?
[AGENT][NEUTRAL] [PII], yeah, [PII], 2456692.
[CUSTOMER][NEUTRAL] 0 662452456692. OK, let me pull that up.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, you're fine.
[CUSTOMER][NEUTRAL] OK, I've got it pulled up.
[AGENT][NEUTRAL] OK, I haven't verified like his date of birth in any of, yeah.
[CUSTOMER][NEUTRAL] And they just need claim information.
[AGENT][NEUTRAL] Yeah, she's gonna check claim status. Her callback number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and her name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], OK, alright, well you can go ahead and put her through and I'll look up the claim for her.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK. OK. Just one second.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK thank you yes.
[AGENT][NEUTRAL] Oh, [PII], I've got [PII] on the line and she's gonna be able to help you with that claim status from Mr. [PII], OK.
[CUSTOMER][POSITIVE] No problem. Thank you.
[AGENT][POSITIVE] All right. Have a great day. Bye-bye.