AccountId: 011433970860
ContactId: 5675a99a-d1de-498c-9ff7-cad2395ff852
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 471049 ms
Total Talk Time (AGENT): 84878 ms
Total Talk Time (CUSTOMER): 131778 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/5675a99a-d1de-498c-9ff7-cad2395ff852_20250506T16:32_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Miami Insurance Brokers. How are you doing today?
[AGENT][NEUTRAL] I'm doing fine. How do you spell your name?
[CUSTOMER][NEUTRAL] OK. It's [PII]
[AGENT][POSITIVE] Thank you and do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yeah, sure. Just give me a second. OK. My phone number is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes. I have the policy number is 99.
[CUSTOMER][NEUTRAL] 352.
[AGENT][NEUTRAL] 99352.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's not one of our policy numbers. Do you have their social?
[CUSTOMER][NEUTRAL] Mm let me check.
[CUSTOMER][POSITIVE] The carrier is American Fidelity, it's correct?
[AGENT][NEUTRAL] Yes, ma'am. Um.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, let me check.
[CUSTOMER][NEUTRAL] Just give me a second, please.
[CUSTOMER][NEUTRAL] Mm, that's the policy number I have.
[CUSTOMER][NEUTRAL] But maybe.
[AGENT][NEUTRAL] OK. Do you have their social security number?
[CUSTOMER][NEUTRAL] No, I don't have the social security number.
[AGENT][NEUTRAL] Whose name whose name is the policy in?
[CUSTOMER][NEUTRAL] The name is [PII].
[AGENT][NEUTRAL] Is this on a certain person or a group or?
[CUSTOMER][NEUTRAL] It's group voluntary.
[AGENT][NEUTRAL] OK, who's the name is the policy in?
[AGENT][NEUTRAL] Are you calling on a certain person?
[CUSTOMER][NEUTRAL] Um, yes, I mean, the insurance name is Red Market Miami, and it's group Voluntary, the account type.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Are
[AGENT][NEUTRAL] Whose name are you calling for a claim or benefit?
[CUSTOMER][NEUTRAL] For benefits. I, I would like to get the renewal documents.
[CUSTOMER][NEUTRAL] And also,
[CUSTOMER][NEUTRAL] The current enrollment of the policy.
[AGENT][NEUTRAL] OK, I'm not understanding what you're needing.
[CUSTOMER][NEUTRAL] I mean, I
[AGENT][NEUTRAL] Um, this is the claims department. Do you, are you calling about a claim or benefits on a policy?
[CUSTOMER][NEUTRAL] No, I'm not calling for a claim. I'm calling because I need the renewal summary of benefits and the current enrollment. Maybe can you please.
[CUSTOMER][NEUTRAL] Transfer my call to another department.
[AGENT][NEUTRAL] OK. Do you know who you need to speak to?
[CUSTOMER][NEUTRAL] Mm, with maybe with someone who can help me with the renewal summary of benefits.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, hold on just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you trying to call American Public Life or American Fidelity?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I'm trying to call American Fidelity.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The the
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Hold on just a moment. I'm trying to find out what American Fidelity's phone number is.
[CUSTOMER][POSITIVE] Yeah sure thank you so much for your assistance.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK. You still there?
[CUSTOMER][NEUTRAL] Yes, I say I I'm here.
[AGENT][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great, thank you so much for your help.
[AGENT][POSITIVE] Thank you, my reason for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too have a good day bye bye.
[AGENT][POSITIVE] Thank you, bye bye.