AccountId: 011433970860
ContactId: 2b96ecb4-98cb-405a-bd10-8c7e9f6540a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268809 ms
Total Talk Time (AGENT): 57051 ms
Total Talk Time (CUSTOMER): 70058 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/2b96ecb4-98cb-405a-bd10-8c7e9f6540a5_20250508T12:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, you said your name was [PII]?
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] Hi, [PII], my sister's name is [PII], um.
[AGENT][POSITIVE] Oh, nice.
[CUSTOMER][NEUTRAL] Yeah. I'm calling from Financial Design. My name is [PII]. I'm calling to confirm if the claim is on file for a member.
[AGENT][NEUTRAL] OK, and what group is this for [PII]?
[CUSTOMER][POSITIVE] The group, it's for Frost administrative services. Yay.
[AGENT][NEUTRAL] Do you have some cheerleader in the background?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I guess he's excited or something.
[CUSTOMER][POSITIVE] He's actually playing with the cat.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And what is the last name of the insured?
[CUSTOMER][NEUTRAL] Yeah. So last name is, let me tell you, [PII]
[AGENT][NEUTRAL] OK. And do you have um the last four of the social?
[CUSTOMER][POSITIVE] Yeah, let me pull that up for you cause like um
[CUSTOMER][NEUTRAL] All right. Just allow me a second to pull it up.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Really? Yeah.
[CUSTOMER][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] Hey [PII], I'm still here with you, OK? I requested the social on it, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what's the date of service?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The date of service is [PII], total charge for 84 3 cents.
[AGENT][NEUTRAL] OK, let me get you over to our claims department OK? just one moment please.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] 18
[AGENT][POSITIVE] Good morning.
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] Hey, I'm transferring [PII] from the broker's office. She's calling in reference to policy number 2304086 [PII].
[AGENT][NEUTRAL] The date of service is [PII].
[CUSTOMER][NEUTRAL] And she wants a claim status?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and her name is [PII]. Do you have a callback number?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's not showing it. Oh, here it is. Uh [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you, I'm ready.
[AGENT][POSITIVE] All right thank you bye.