AccountId: 011433970860
ContactId: 35ed5374-caf7-448f-a1bb-4496c2051de2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500809 ms
Total Talk Time (AGENT): 137723 ms
Total Talk Time (CUSTOMER): 202011 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/35ed5374-caf7-448f-a1bb-4496c2051de2_20250528T16:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How you doing?
[AGENT][NEUTRAL] What's that [PII]?
[CUSTOMER][NEUTRAL] I haven't talked to you in forever.
[AGENT][NEUTRAL] I know I keep forgetting that you are even on the care team.
[CUSTOMER][NEUTRAL] Girl, push.
[CUSTOMER][NEUTRAL] Sometimes I forget to.
[CUSTOMER][NEUTRAL] Well, not that I miss claims. I miss processing claims. I really do.
[AGENT][NEUTRAL] What you get
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] I don't know why it was fine to me, uh, processing claims.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But um I have a broker on the phone it's in regards to an accident claim and they uh just recently uploaded some documents to this insured's claim, but they just wanna let us know that um so there's no mix up he wanted to inform the examiner that it's all for a particular data service that was initially uh claims information sent previous to the accident and he just wanna make sure the examiner won't get confused.
[AGENT][NEUTRAL] Mm what's that policy number?
[CUSTOMER][NEUTRAL] 237-039-2.
[CUSTOMER][NEUTRAL] How your babies doing?
[AGENT][NEUTRAL] Aren't they doing good, just growing, growing, growing.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, not babies anymore, big girl.
[AGENT][NEUTRAL] OK, they are, honey, everybody's.
[AGENT][NEUTRAL] Big and
[AGENT][NEUTRAL] About to be out of school and I'm like, oh my God.
[CUSTOMER][NEUTRAL] Are they still in school right now?
[AGENT][NEUTRAL] Oh yeah, they are, but they.
[AGENT][NEUTRAL] I think we got, I got 3 more left in school.
[CUSTOMER][POSITIVE] Oh, yeah, [PII]'s already out for summer break, which he's so happy about.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 584.
[CUSTOMER][NEUTRAL] And he's growing. Keep telling me every day he's getting taller than me, so.
[AGENT][POSITIVE] Oh wow, 57 pages. Look, look, look, that's uh, I love you so.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] I'm listening and I'm like, 0, 57 pages. OK, all right. um, so.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] He wants to make sure that she knows.
[CUSTOMER][POSITIVE] Gosh, that's funny.
[AGENT][NEUTRAL] This was for accident date [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he said he made sure that the information he sent was
[CUSTOMER][POSITIVE] Perfect. And what we need, he said even though he sent it previously, but he just wanna make sure there's no mistake about it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I am hungry.
[AGENT][NEUTRAL] OK I know that's what I was just trying to drink my coffee and eat me some breakfast.
[AGENT][NEUTRAL] See what did we?
[CUSTOMER][NEGATIVE] It's coughing and kicking it.
[AGENT][NEUTRAL] I my statement.
[AGENT][NEUTRAL] This so maybe we have to go through this thing.
[AGENT][NEUTRAL] Cause [PII] already has it.
[AGENT][NEUTRAL] So she's probably getting ready to review it.
[CUSTOMER][NEUTRAL] Oh, she
[AGENT][NEGATIVE] It's already, it's in her queue.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Really? I didn't even look.
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] So it's in her queue, so she's probably gonna get ready to uh review it.
[CUSTOMER][NEUTRAL] OK. Should I, um, just, well, I don't know, should I transfer her him to her so she can speak with him?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I don't know because I mean whatever he tell me I'm gonna have to relay it to her anyway, but I would.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] But I would just let him know that the the examiner already has it in their queue and they're probably gonna review it.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] He is one of those, I think he's a well I wonder if he should talk to let me, I am [PII] just to let her know and see if she wanna talk to him since he is uh with one of those uh brokers, you know.
[AGENT][NEUTRAL] Like one of the ones that we have to cut out.
[CUSTOMER][NEUTRAL] I believe.
[AGENT][NEUTRAL] That we kinda uh hold their hands or whatever.
[CUSTOMER][NEUTRAL] Yeah, he's from Crescent City Benefit. I think that Danny Ream Group in it.
[AGENT][NEUTRAL] I'm not sure.
[CUSTOMER][NEUTRAL] Let's see that.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It is [PII], yeah, he is an agent on there. Um, let me I her real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], [PII] [PII].
[AGENT][NEUTRAL] I'm sorry [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] I am so hungry.
[AGENT][NEUTRAL] But you say he wants to make sure it was what now that it wasn't.
[CUSTOMER][NEUTRAL] That the examiner don't get confused.
[CUSTOMER][NEUTRAL] 237-0392.
[CUSTOMER][NEUTRAL] That was
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] So she was in a car accident on [PII].
[AGENT][NEUTRAL] 2 out of 5.
[AGENT][POSITIVE] She loves patiently.
[AGENT][NEUTRAL] I go.
[CUSTOMER][NEUTRAL] crazy.
[AGENT][NEUTRAL] So was he thinking that we were not gonna pay it or something?
[CUSTOMER][NEUTRAL] Oh it's gonna overlook it, I'm assuming.
[AGENT][NEUTRAL] That we're gonna overlook this stuff for 2:15?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK then.
[AGENT][NEUTRAL] I mean cause she was requesting information for 2:15.
[AGENT][NEUTRAL] So we need a toxicology report for 2:15.
[AGENT][NEUTRAL] And I haven't I take with the diagnosis.
[CUSTOMER][NEUTRAL] Oh, fudge, and she just went on break.
[CUSTOMER][NEUTRAL] Well, I just sent her and I am.
[AGENT][NEUTRAL] Will he let us give him a power back or no?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, look like she came back. Let me see what she said. Uh, and I did get his callback number.
[CUSTOMER][NEUTRAL] Oh was she responded quickly. Oh, we didn't overlook it. She has two different accents.
[CUSTOMER][NEUTRAL] Uh, but she can talk to him.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Cool beans, what is your phone number? She says she'll talk to him. Uh, what is her phone number? Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII]. Awesome. Well, I'll call her. Thank you, [PII].
[AGENT][NEUTRAL] OK, alright, no problem, [PII].
[AGENT][NEUTRAL] Talk to you later you too.
[CUSTOMER][POSITIVE] Alright have a great one.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.