AccountId: 011433970860
ContactId: 4560ed03-d6bd-4591-8510-c50057495830
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261700 ms
Total Talk Time (AGENT): 87680 ms
Total Talk Time (CUSTOMER): 86171 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/4560ed03-d6bd-4591-8510-c50057495830_20250505T15:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name's [PII] and I work for town benefits and we, we have a mutual customer um.
[CUSTOMER][NEUTRAL] And uh she's asking about filing a claim with APL. Can can you help me with.
[CUSTOMER][NEUTRAL] I, I, I usually
[CUSTOMER][NEUTRAL] Talk to the insured and get them off on the right foot. Um, you know, I certainly have your, have your, uh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Your insured claimed instructions um and I'm, I always encourage everybody to file online um but one of the questions that I have is, um, actually, do you, y'all assign a claim number to that?
[AGENT][NEUTRAL] Um, so I
[CUSTOMER][NEUTRAL] How do, how do they keep track of the claim or.
[AGENT][POSITIVE] I am not sure on that. Um, we are broker resources, but I'm happy to transfer you over to claims so that way they can answer all your questions for you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Oh, OK. Well, I went by that. I went by that. I thought I might, but I, I thought that was really, OK. Thank you, [PII], I appreciate it.
[AGENT][NEUTRAL] Do you, do you, do you want me to transfer you over to the claims department and they can and teach you how to or tell you how to do all that stuff? OK perfect um can I just get um your group number that you're referring to?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right, let's see, it is.
[CUSTOMER][NEUTRAL] I don't know if I have it right on my hand here.
[AGENT][NEUTRAL] OK, do you know the name of it maybe of the group?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It's Western Tide Water Free Clinic. Give me just a minute.
[CUSTOMER][POSITIVE] I'll be able to give you their number.
[AGENT][NEUTRAL] Let me see if I can find it as well.
[CUSTOMER][NEUTRAL] It's 261-13.
[AGENT][NEUTRAL] 26113. OK.
[AGENT][NEUTRAL] OK, let me put you on a brief hold and then I'll put you in touch with someone from our claims department OK?
[CUSTOMER][POSITIVE] I, I appreciate it thank you so much.
[AGENT][NEUTRAL] Of course, yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Mo
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, this is [PII] with Broker Resources. Is this claims?
[CUSTOMER][NEUTRAL] Yes, this is claims.
[AGENT][NEUTRAL] OK perfect. I have a broker um on the line and she was curious just like about our um submitting our claim process, you know what the claim numbers would be all of that so I was curious if you could speak with her.
[CUSTOMER][NEUTRAL] OK, is she for meddling?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and what's her name?
[AGENT][NEUTRAL] Her name is [PII] with town benefits.
[AGENT][NEUTRAL] And she's referring to group number 26113.
[CUSTOMER][NEUTRAL] OK, do you have a good callback number for her?
[AGENT][NEUTRAL] Um, it is gonna be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, I'm gonna have her join the call, OK? OK, perfect.
[CUSTOMER][POSITIVE] And I'm ready.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] I sure am.
[AGENT][POSITIVE] OK perfect I have someone from our claims department on here that can answer all of your questions, OK?
[CUSTOMER][POSITIVE] You're the best.
[AGENT][POSITIVE] All [PII]. Have a good day.
[CUSTOMER][POSITIVE] Thank