AccountId: 011433970860
ContactId: 19a7aa05-877a-4803-9879-7e1798dbe824
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77139 ms
Total Talk Time (AGENT): 36486 ms
Total Talk Time (CUSTOMER): 43771 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/19a7aa05-877a-4803-9879-7e1798dbe824_20250612T18:08_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], this is [PII] in claims. How are you?
[AGENT][POSITIVE] Hi [PII], I'm doing well. How are you?
[CUSTOMER][NEUTRAL] I am great, thanks for asking. I have an insured along with uh [PII] who's a health advocate on my back line. She is needing help to get into her online service center. She's tried everything. I've verified the name, so mail, everything we have matches what she's entering, and she still can't access it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, uh, so those transfers are actually supposed to go to the care team and they're supposed to assist them with getting into the OSC.
[CUSTOMER][NEUTRAL] And I asked was the care team and the customer service the same and they said yes, OK, I'm sorry, let me try this again.
[AGENT][POSITIVE] OK, who it's OK. Who, who said yes and I can make sure we try to get it.
[AGENT][NEUTRAL] Cleared up cause the
[CUSTOMER][NEUTRAL] It was, it was someone on the care team cause I had a call this morning.
[AGENT][POSITIVE] OK, OK, I'm sorry about that. The um customer service support is supposed to be for like call escalations, but I'll reach out and see if I can get some some somebody to clear that up so I'm sorry for the confusion.
[CUSTOMER][NEUTRAL] Yeah, oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no worries thank you I appreciate it.
[AGENT][POSITIVE] No problem. Thank you, [PII].
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] Bye.