AccountId: 011433970860
ContactId: 451bd1f3-2f73-48c6-958a-f7031b096758
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224160 ms
Total Talk Time (AGENT): 77642 ms
Total Talk Time (CUSTOMER): 51852 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/451bd1f3-2f73-48c6-958a-f7031b096758_20250612T15:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi there, um, our company is new to using you guys, um.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] I'm the one who manages all the insurance, but I have a question if you can look at on my account where I've actually submitted a claim and you guys had asked for more documents which I uploaded, but it doesn't seem like it's getting processed.
[AGENT][NEUTRAL] OK, and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So you uploaded a claim for an employee or for your own personal account?
[CUSTOMER][NEUTRAL] No, it's for this one's for me so I'm kind of like making sure everything's working properly for everybody, but I did do a claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I won't be able to see that. I'll have to get you over a claim, so give me just a second. Do you have your policy number, your actual policy number that you uploaded it under?
[CUSTOMER][NEUTRAL] C 0967096
[AGENT][NEUTRAL] Alright, let me get someone on our claims department that can actually see the claims and verify that everything's uh been uploaded correctly. Bear with me just one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in Breer Resources. I have a hi, I have a customer on the line. I guess she's trying to upload a claim online and she just wants to make sure everything came through. She's the group contact for this group. Um, her policy number is 2572507.
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. Date of birth [PII]. I did not verify her address, I apologize, um, and her callback, her callback number is [PII].
[CUSTOMER][NEUTRAL] Oh that's OK.
[CUSTOMER][NEUTRAL] Alright, and you can send it through.
[AGENT][NEUTRAL] OK, I'm gonna pull her on because every time I just swap it I always drop somebody, so give me just a second.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hi, I've got [PII] on the on the line and she's gonna help uh review to let you know that the claim came through, OK, or, or if anything was missing, OK?
[CUSTOMER][POSITIVE] OK thank you I appreciate it.
[AGENT][POSITIVE] All right, have a great day. Thanks for calling APL. Bye bye.
[CUSTOMER][POSITIVE] You too thank you.