AccountId: 011433970860
ContactId: 13014c4c-96a8-47c0-8b27-ba3cd9a068b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148240 ms
Total Talk Time (AGENT): 60328 ms
Total Talk Time (CUSTOMER): 87028 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/13014c4c-96a8-47c0-8b27-ba3cd9a068b9_20250602T17:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] and Broker Resources. I have got a [PII]. He's a broker with Fortune Insurance that he filed a claim on behalf of this customer. He's wanting to check the status on it. I guess we needed some additional information and he uploaded that.
[CUSTOMER][NEUTRAL] You want the policy number?
[AGENT][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] OK. It is 256.
[CUSTOMER][NEUTRAL] 5218 and he also gave me the claim number.
[AGENT][NEUTRAL] OK, and he verified and everything?
[CUSTOMER][NEUTRAL] I verified the broker. He's calling on this [PII]. I didn't get all the information on that. He gave me the claim number 359-064-2.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He said we denied the claim needing some additional information and he uploaded it. I've got his callback number if you need that.
[AGENT][NEUTRAL] Um, yes, what's his callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yeah, it looks like I see it, but um I can't tell what documents there is, but is he just wanting to verify that we got it?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh really?
[CUSTOMER][NEUTRAL] Uh huh, he wants to verify, yeah, that we've received it. I'll probably get a timeline on when it's gonna be processed so it didn't come through.
[AGENT][NEUTRAL] It did come through um we got it on the [PII], but that that's all the information I have, um, everything else if he has something specific.
[CUSTOMER][NEUTRAL] Like, did the doctor
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, is that what we were asking for?
[AGENT][NEUTRAL] Um, I can
[CUSTOMER][NEUTRAL] Is it is it what we were asking for?
[AGENT][NEUTRAL] I can't look it. I I can't look that up um because it's being processed that would be claims, um, because I try to click on it.
[CUSTOMER][NEUTRAL] Oh, so it's currently? OK.
[AGENT][NEGATIVE] I'm, I'm trying to double click on it and it's not even letting me click to it um to see what it is.
[CUSTOMER][NEUTRAL] It won't pull it up for you, OK, yeah, I can't get any of that information at all, so, OK, so we did receive it, it's in processing.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I would just say that we're processing it yeah we received it on the [PII], um, whoa, yeah, OK, I was thinking we're still in May.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh yeah, that would have been what Friday Thursday, I don't know Thursday, Thursday, Thursday, I think, yeah, Thursday was the [PII], I think. OK, I'll just let him know it's in processing.
[AGENT][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] Yeah, um,
[AGENT][NEUTRAL] Yeah yeah I am showing that it's processed and yeah and it's currently being worked on.
[CUSTOMER][POSITIVE] OK perfect that's all I needed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Right, thank you.
[CUSTOMER][POSITIVE] Have a good day. Bye