AccountId: 011433970860
ContactId: 2cd5cfae-4159-49ee-a1ae-2497e1c64bb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324220 ms
Total Talk Time (AGENT): 64159 ms
Total Talk Time (CUSTOMER): 93337 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/2cd5cfae-4159-49ee-a1ae-2497e1c64bb7_20250124T20:27_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Alright, I was calling for um [PII].
[AGENT][NEUTRAL] OK, what relationship are you to [PII]?
[CUSTOMER][NEUTRAL] Uh, no relationship. I'm a customer for with APL and we've, we've been trying to get some things straightened out with my policy.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, she's an employee here, is that what you're saying?
[CUSTOMER][POSITIVE] Yes, ma'am. I'm sorry.
[AGENT][NEUTRAL] OK. OK. What's your name?
[CUSTOMER][NEUTRAL] I'm sorry. My name is [PII].
[AGENT][NEUTRAL] And do you have a policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, it's 217-1067.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Give me one second to pull up your information, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Few more seconds.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one second. Truss Truss, OK? Go, I'm communicating with [PII] and seeing if she's available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, I have, I have to email her some information and I was trying to.
[CUSTOMER][NEUTRAL] Go over some things with her before I send it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get you over to her? Give me a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII].
[CUSTOMER][NEUTRAL] Hey, let me go into.
[AGENT][NEUTRAL] Are you talking about your notes on the [PII]?
[CUSTOMER][NEUTRAL] Oh, I don't remember, girl. It's been a week.
[AGENT][NEUTRAL] So the HR plan.
[CUSTOMER][NEGATIVE] Yeah, and I'm still, I can't do anything. I'm still waiting on [PII] to get back with me and that's all I can keep telling her.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I think she just needs to hear your voice.
[CUSTOMER][NEUTRAL] What's her policy number?
[AGENT][NEUTRAL] It's 217.
[AGENT][NEUTRAL] 1067.
[CUSTOMER][NEUTRAL] Yeah, I was supposed to call her back yesterday, but it's been crazy to let her know.
[AGENT][NEUTRAL] She said that
[AGENT][NEUTRAL] She said that she had some, she said she had information that she wanted to email over to you, but she wanted to talk to you about it first. She won't say anything to us.
[CUSTOMER][NEUTRAL] It's probably about her claim and all that's gonna have to be transferred to what you call it with TPA anyway but.
[AGENT][NEUTRAL] Yeah, you don't need that. Yeah, yeah, I wouldn't, yeah, I would just have her fax it over if it's claim documents.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEGATIVE] Yeah, what it is is she, she claimed she paid that for services and it got paid wrong and she's wanting to refund her back and we can't do that according to [PII] unless we have something showing from the provider that she in fact did pay it because they filed a claim.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][POSITIVE] So you, but no worries, send her to me and I got it.
[AGENT][POSITIVE] OK, thank you, [PII].
[CUSTOMER][POSITIVE] You're welcome