AccountId: 011433970860
ContactId: 151932a0-9816-4211-b987-83b3c808789e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229649 ms
Total Talk Time (AGENT): 62729 ms
Total Talk Time (CUSTOMER): 126449 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/151932a0-9816-4211-b987-83b3c808789e_20250605T19:02_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey [PII], it's Morgan Webb and Broker Resources. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm well I have.
[CUSTOMER][NEUTRAL] I'm gonna botch this name [PII] from Brown and Brown. Um, she's with the broker's office and she is calling in regards to policy number 2483067. I've already verified um.
[CUSTOMER][NEUTRAL] The social and everything she is just asking how much and like basically how much has been paid out to this individual.
[AGENT][NEUTRAL] Which part is it?
[CUSTOMER][NEUTRAL] Do you mind helping
[CUSTOMER][NEUTRAL] Uh, [PII], is that what you said?
[AGENT][NEUTRAL] Which
[AGENT][NEUTRAL] I mean, no, which part, meaning which, which dependent, which person?
[CUSTOMER][NEUTRAL] Um, so the first I'm gonna have to spell the name for you it's [PII].
[CUSTOMER][NEUTRAL] ER
[CUSTOMER][NEUTRAL] [PII] is the first name.
[CUSTOMER][NEUTRAL] And then the last name is [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah, yeah, and then the phone number um for the call back is [PII].
[AGENT][POSITIVE] Alright, I'm ready.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is [PII] with APO claims department. How are you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] from Brown and Brown. How are you?
[AGENT][NEUTRAL] I'm good. I understand you were calling for the remaining benefits, um.
[CUSTOMER][NEUTRAL] Yes, for this um employee.
[AGENT][NEUTRAL] OK, so they've only used outpatient and they've used.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] $1,126.48 so they have $373.52 left on their outpatient and then they have the full $2500 left on the inpatient.
[CUSTOMER][NEUTRAL] OK, so they have um 300 and what?
[AGENT][NEUTRAL] $373.52 left on the outpatient.
[CUSTOMER][NEUTRAL] Outpatient, OK, for him and his spouse, right?
[AGENT][NEUTRAL] No, no, no, I thought you meant you just wanted to know the remaining 4.
[AGENT][NEUTRAL] The main insured, so who do you need the information for?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, they asked me for him, but um if you have hers as well, can you give it to me? Because the thing is that it, it looks like your portal changed or it did an update.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEGATIVE] Yeah, and we are having issues logging in since yesterday. So.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] I really don't know.
[AGENT][NEUTRAL] What's the dependent's name?
[CUSTOMER][NEUTRAL] Let me go into the system. The dependent is well.
[CUSTOMER][NEUTRAL] Oh, he has a whole bunch of them, the spouse, you know what? I'm just gonna get it for him. Outpatient is 373 52 and the inpatient intact. And what can I do to I have access to the portal again?
[AGENT][NEUTRAL] You have to re-register.
[CUSTOMER][NEUTRAL] So, do I have to send you guys an email?
[CUSTOMER][NEUTRAL] Create your OCS account, if that's what I need, what I need to do?
[AGENT][NEUTRAL] Right, right, right. You're basically starting from scratch.
[CUSTOMER][POSITIVE] OK, perfect. Thank you, [PII]. I appreciate it.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that's all I needed. Thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Mhm bye bye.