AccountId: 011433970860
ContactId: 28adb7fe-551c-4164-acd1-2ebf54b5e512
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 400899 ms
Total Talk Time (AGENT): 190181 ms
Total Talk Time (CUSTOMER): 148156 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/28adb7fe-551c-4164-acd1-2ebf54b5e512_20250415T20:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey how are you doing today?
[AGENT][NEUTRAL] Just fine. How are you?
[CUSTOMER][NEUTRAL] I'm doing OK. Yeah, my name is [PII]. I'm with Fortune Insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm call and I um I just went online and uh I'm we're we're agent of record for a group and I just submitted a claim for an employee and I wanna make sure I got and um I know I need, I need to know um pretty much what what's gonna be covered and what's not gonna be covered. I wanna let the client know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we probably be able to give you that specific information until it's been processed, but mm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] I, I, I can give you, I, I can give you the group I'll give you the group number if you need it ready?
[AGENT][POSITIVE] Yes, please, yeah, that's what I was gonna ask for thank you.
[CUSTOMER][NEUTRAL] 251-887.
[AGENT][NEUTRAL] 25187.
[CUSTOMER][NEUTRAL] Yeah, Consortium Wine and Spirits.
[AGENT][POSITIVE] And consortium, and he was acclaimed for.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Who is the claim for? Do you have the name of the insured?
[CUSTOMER][NEUTRAL] The claim
[CUSTOMER][NEUTRAL] Uh, I have the name and I also have the confirmation number that I got from you guys. Give me one second. Uh, the name is [PII], last, last name is [PII].
[AGENT][NEUTRAL] OK, give me just one second.
[CUSTOMER][NEUTRAL] And the and I and I can tell you the.
[AGENT][NEUTRAL] I can't see that part, so you don't have to give me that, that's fine. Let's see you said the last name was [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Give me one second. Uh, what's going on with this thing? Oh here it is, OK.
[CUSTOMER][NEUTRAL] The claim number I got the claim number here it's um because I did it online. It gave me a confirmation number is 00SC 96716.
[AGENT][NEGATIVE] Yeah, I don't, yeah, I don't need that.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Can you give me his name again one more time? I'm sorry.
[CUSTOMER][NEUTRAL] The name again?
[AGENT][NEUTRAL] Mhm, yeah, his last, did you say his last name was [PII]?
[CUSTOMER][NEUTRAL] Uh I'm sorry, I don't hear you that well. I'm sorry?
[AGENT][NEUTRAL] Did you say his last name was [PII]? Can you hear me now? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, yeah, his name is [PII].
[AGENT][NEUTRAL] OK, hang on just a second.
[CUSTOMER][NEUTRAL] Yeah, I can, I, I can log in. I'm, I'm logging into APL now. I can give you all his information if you need it, whatever you need from him.
[AGENT][NEUTRAL] No, I'm fine. I'm not in the claims department. I'm just trying to get his information verified so that I can get you over there, but I don't.
[AGENT][NEUTRAL] So let's see, 251-87 Consortium Wine and Spirits.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I have him in the system. Hang on just a second. Let me see.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Well, give me just a second.
[AGENT][NEUTRAL] That's weird.
[AGENT][NEUTRAL] So he has a hyphenated name.
[CUSTOMER][NEUTRAL] Yeah, a hyphenated name [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see if I get some of that because I don't see a [PII]. I don't have a [PII], right? [PII] just like normal.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] I can spell it all out if you need.
[AGENT][NEUTRAL] No, I don't need it that much. I just been making sure that, hang on just a second.
[CUSTOMER][NEUTRAL] OK, it's [PII]
[AGENT][NEGATIVE] I don't understand.
[AGENT][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] policy.
[CUSTOMER][NEUTRAL] And then last name I have name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] How the hell? Why is this not giving me I just had this a second ago. Why the hell did it go?
[CUSTOMER][NEUTRAL] Uh, the employee.
[AGENT][NEUTRAL] Let me see, did they happen to give you his, um, you have his policy number? Do you have that?
[CUSTOMER][NEUTRAL] The policy number for the group?
[AGENT][NEUTRAL] Yeah, no, just you probably don't have his individual policy number.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] What for the employee?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, give me, uh, I'm looking them up now. Give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's really archaic here. 00, I just had it where to go. Oh, there it is. OK. Alright, I found it. It's, um, let me see.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] You're fine, you're fine.
[CUSTOMER][NEUTRAL] OK, his policy 256-521-8.
[AGENT][POSITIVE] OK, perfect, that will help me. Give me just a second.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Let me go look at this because I'm puzzled as to why I can't get him to pull up on my system.
[CUSTOMER][NEUTRAL] Yeah, I, I did it online so I just wanna confirm everything.
[AGENT][NEUTRAL] Yeah, I got that. I don't blame you. I would do the same thing. OK, [PII], there he is.
[AGENT][NEUTRAL] Hold on just a second.
[AGENT][NEUTRAL] OK, OK, yeah, well that's weird. I didn't show up on the other end. OK, let me get you to claims and they'll be able to help you actually verify that it came through, so hold on just one second.
[CUSTOMER][POSITIVE] Thank you so much I appreciate it OK have a nice day.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Medli, OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on Breer Resources. How are you?
[CUSTOMER][POSITIVE] Hey [PII], I'm good how are you doing?
[AGENT][NEUTRAL] Good, good. I haven't talked to you in a long time. I have, I know, I have um [PII] with Fortune Insurance. He's a broker and he just uploaded a claim for this customer. Um, I have a policy number. Can you let him know if it came through?
[CUSTOMER][NEUTRAL] I know it's been a while.
[CUSTOMER][NEUTRAL] Yes ma'am, what's the policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 256-521-8.
[CUSTOMER][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK for [PII].
[AGENT][NEUTRAL] [PII], yes, [PII], yes, it took me forever to find him and he had the policy number because I was like I can't pull him up the other way, but yeah, and I didn't, I didn't verify his date of birth or anything, so I apologize because I couldn't find him until he gave me the policy number, um, so that's my bad. And then the callback number for [PII], OK, for [PII] is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's all right.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, thank you so much. You can go ahead and put him through. Thank you, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'm gonna pull him on just one second. Thank you. Hey, [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I have, I have [PII] I have [PII] on the line in our customer care department. She's gonna help you, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] You too