AccountId: 011433970860
ContactId: 43b79083-a43d-450c-b30a-1045886bea9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230940 ms
Total Talk Time (AGENT): 103026 ms
Total Talk Time (CUSTOMER): 73300 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/43b79083-a43d-450c-b30a-1045886bea9d_20250214T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. I'm calling from the broker financial consultan Associated Consultants. Um, could you help me, um, look into a claim that was filed, um, back on [PII]? I just wanna get an update for the number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I'll have to get you over to claims. Do you have a claims number or like a policy number?
[CUSTOMER][NEUTRAL] Um, claim number 3562514.
[AGENT][NEUTRAL] 356 2.
[CUSTOMER][NEUTRAL] 514.
[AGENT][POSITIVE] Perfect. Give me just a second, I'll put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] No problem thank you. You are on hold.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Was words.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEGATIVE] Oh crap.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] out of Broker Resources. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm well. Um, I have somebody on, um, I have [PII] on the phone and she's wanting to um look into a claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I was, can you help her with that? Actually, though, I wonder if this is not Medlik. Can you look up this claim number and tell me if I called the wrong?
[CUSTOMER][NEUTRAL] Sure, what is it?
[AGENT][NEUTRAL] I want you to go to Medlink. It's 356-251-4.
[CUSTOMER][NEGATIVE] OK, repeat that I got the wrong thing.
[AGENT][NEUTRAL] Yeah, 3562514.
[CUSTOMER][NEUTRAL] Oh, I don't have anything coming up. 3562514.
[AGENT][NEUTRAL] Yeah, that's, she said it was claim number and then gave me that.
[CUSTOMER][NEUTRAL] OK, that's the claim. I'm looking at, looking for the policy. Give me a second. OK.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yes, that is [PII].
[AGENT][POSITIVE] OK, so I'll call them. Thank you.
[CUSTOMER][POSITIVE] OK. All right, no problem.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] out of Broker Resources. How are you?
[CUSTOMER][NEUTRAL] I'm fine. I'm sorry, what was your name?
[AGENT][NEUTRAL] Yeah, [PII] at a broker, yeah, [PII]. Um I have um somebody from the broker's office. She's looking into a meddling claim, and I have a claims number. Do you mind helping her? Her name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claims number is 3562514.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yeah, and I can give you her callback number too whenever you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And her name is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yeah, I'll join you guys now. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, I have meddling claims department on the line for you, and she'll take it from here, OK?
[CUSTOMER][POSITIVE] Thank you so much [PII] I appreciate it.
[AGENT][POSITIVE] Thank you. Oh, have a great day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This is [PII] may I help you?