AccountId: 011433970860
ContactId: 202e0651-44f5-4ea9-88ac-60fa220d7450
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184330 ms
Total Talk Time (AGENT): 77894 ms
Total Talk Time (CUSTOMER): 36610 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/202e0651-44f5-4ea9-88ac-60fa220d7450_20250619T12:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning, it's [PII] at Signature Benefits Plus. How are you today?
[AGENT][POSITIVE] I'm good today, [PII]. What can I do for you?
[CUSTOMER][NEUTRAL] Wonder if you can take a look. I got a question on a claim a member through uh got processed over at APL.
[AGENT][NEUTRAL] OK, and um is this number with a group? do you have that group number? OK.
[CUSTOMER][NEUTRAL] It is, she is, yeah, the group number is 26991.
[AGENT][NEUTRAL] OK, and who is the insured?
[AGENT][NEUTRAL] That's her name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what I'm gonna have to do is get you over to our claims team and they're gonna be able to share any information they have uh with you on her um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK super thanks.
[AGENT][NEUTRAL] Yeah, let me get her information pulled up right quick just to make sure.
[AGENT][NEUTRAL] And you said her name, tell me her name again? I apologize.
[CUSTOMER][NEUTRAL] Yeah, no, it's OK, [PII].
[AGENT][NEUTRAL] [PII], OK, I've got here right here. So I'm gonna put you on a brief hold while I get you over to claims. Is there anything else that I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, that, that'll take care of it thank you so much.
[AGENT][NEUTRAL] OK, hold on for me.
[CUSTOMER][NEUTRAL] All right. You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. How are you this morning?
[CUSTOMER][POSITIVE] I'm great how are you?
[AGENT][NEUTRAL] Pretty good. Um, I've got a broker's office online. It's [PII] with Signature Benefits, and she is calling about one of their insureds, um, group is 26991, and the insured they are calling about, uh, on the claim is [PII].
[AGENT][NEUTRAL] And her policy is 2607109. And can you speak with [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'm gonna send her your way.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Thanks you as well.