AccountId: 011433970860
ContactId: 2d380dee-6b82-4e7f-bcc8-3e5890718438
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144350 ms
Total Talk Time (AGENT): 73817 ms
Total Talk Time (CUSTOMER): 56955 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/2d380dee-6b82-4e7f-bcc8-3e5890718438_20250502T15:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] again from Insurance Services. May, hey, may I have the claims department again?
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] Yeah, what, can you remind me what it's regarding?
[CUSTOMER][NEUTRAL] Yeah, yeah, I, um, it's uh [PII] and I have her information.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Maybe you just give me the, do you have a policy number so I can give them it so they can at least have that open? OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yep, I sure do. It's um let me.
[CUSTOMER][NEUTRAL] OK her policy is 02477075.
[AGENT][NEUTRAL] OK, give me just a second, OK? Is it medling?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK, give me just a second, OK?
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Hello, thanks for calling APL. This, this is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] and Broker Resources. How are you?
[CUSTOMER][POSITIVE] I'm great, [PII]. How are you doing?
[AGENT][NEUTRAL] I'm well. I have um [PII] back on the phone. It sounds like she has been talking to somebody in claims, but she called back and she's um I have a policy number. She's asking about policy number 02477075.
[AGENT][NEUTRAL] I think it's [PII].
[CUSTOMER][NEUTRAL] Can I have a callback number just in case the call is disconnected?
[AGENT][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And you did say your name was [PII], you're a broker from where?
[AGENT][NEUTRAL] I'm, I'm from APL, yeah, from same same company, yeah, just broker resources. Yeah, this is a different department. She just called us and she just wanted the claims department.
[CUSTOMER][NEUTRAL] From what company?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Look, I'm thinking you're one of the brokers.
[AGENT][NEUTRAL] No, no. Thank you. Her name is [PII].
[CUSTOMER][NEUTRAL] All right, you just know what is her name?
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] Yeah, thank you. I hope you have a good day. Happy Friday.
[CUSTOMER][POSITIVE] You do the same. Thank you, same to you.
[AGENT][NEUTRAL] 8
[AGENT][NEUTRAL] All right, I have, oh go ahead. Sorry.
[CUSTOMER][POSITIVE] Hey [PII], how you doing? Good.
[CUSTOMER][NEUTRAL] Yeah