AccountId: 011433970860
ContactId: 3b3f3ba5-e536-4b70-886e-18f434f4804a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500179 ms
Total Talk Time (AGENT): 159188 ms
Total Talk Time (CUSTOMER): 130187 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/3b3f3ba5-e536-4b70-886e-18f434f4804a_20250317T21:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the care team. I've got, um, hey, I've got um [PII] on the phone.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he is calling because he wanted to check on claim status for [PII], um, which is policy number 2512643, which we did.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] And I gave him the.
[CUSTOMER][NEUTRAL] Um, remarks that was on the claim, and he immediately said I've already asked for claim status to be sent to me for my insured's claims because if we can't have claim status sent then my insureds are wanting to go other places, so he needs to talk to somebody about that.
[AGENT][NEGATIVE] About going to other places or about the claim status because I, I won't have access to the claim status.
[CUSTOMER][NEUTRAL] Right, I gave him the claim status, but he wants to this is broker resources, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Yes.
[CUSTOMER][NEUTRAL] OK, he wants to talk to somebody about how can he get claim status when he files claims for his insured.
[AGENT][NEUTRAL] Um, I am not sure on that. Um, have you asked the claims department by chance?
[CUSTOMER][NEUTRAL] No, this is gonna be through broker resources he said he's tried to talk to [PII] about it already, he's.
[AGENT][NEUTRAL] OK, let me, yes, yes, I get that um let me put you on hold for a brief moment, OK?
[CUSTOMER][NEUTRAL] He's a broker.
[CUSTOMER][NEUTRAL] OK, OK, and I'm gonna go. You are. I forgot him.
[AGENT][POSITIVE] OK, sounds good.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][NEUTRAL] How does the broker get access?
[AGENT][NEUTRAL] To their claim status.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, so [PII] is calling, I guess the care team about like the um I guess he said that he submitted a request for a claim and and he was pissed off about it and I guess they, he's like I needed to be able to have access to my claim status um or I'm taking my customer somewhere else and I asked the care team, I said, have you tried telling like giving him to the claims team?
[AGENT][NEGATIVE] And she goes, no, this is breaker resources, right? This is a broker's problem.
[AGENT][NEUTRAL] Status on the claim.
[AGENT][NEGATIVE] Yeah, I'm really confused and she keeps making it seem like this is a broker resources thing, and I'm like, no, this, I don't even know how to do a claim.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that's what I was thinking and we can't even give them access to like the claims, correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I guess, I guess he has been talking to [PII] about it.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I don't know. The, the care team didn't know. I guess he's been in contact with [PII] is all she said.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] No, I might just be like, hey, I'm gonna look into this um and, and give him a call back tomorrow.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] No, I agree.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK thank you bye.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, is this [PII]?
[CUSTOMER][NEUTRAL] Hey, he hung up, he said to have somebody calling back, um.
[AGENT][NEUTRAL] OK, OK, so I, I did talk to some people on our team and they said that that would be going to the claims department um just because we don't have access to any of the claims.
[CUSTOMER][NEUTRAL] Let me give you
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] All right, um, trying to see. I think this is.
[CUSTOMER][NEUTRAL] [PII], did, did you talk to [PII]?
[AGENT][NEUTRAL] No, [PII] is, um, she's not a part of Broker Resources. She's um a little bit different.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe I just need to send an email to [PII] with his concerns and get [PII] to call him back because he said this is something that he's talked to her about before and that she was supposed to be working something out for him so I'm gonna go ahead and do that that way um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that's
[CUSTOMER][POSITIVE] That way I know that we're getting the person that he wanted to talk to also so and and he'll feel happy about that.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, sounds good and, and if he does call back, um, I think [PII] might be off at [PII], so if he doesn't get a response today I'm sure he will get one tomorrow.
[CUSTOMER][POSITIVE] OK, I'm just gonna send her an email and hopefully she'll get that and she can call him back at her convenience.
[AGENT][POSITIVE] Perfect. Perfect. That sounds good.
[CUSTOMER][POSITIVE] OK. All right, [PII]. Well, thank you so much for checking for me.
[AGENT][POSITIVE] Absolutely you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too, ma'am bye bye.
[AGENT][NEUTRAL] Bye bye.