AccountId: 011433970860
ContactId: 5b63d49a-174e-4ea5-b739-683ece78f2d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 613359 ms
Total Talk Time (AGENT): 82169 ms
Total Talk Time (CUSTOMER): 96273 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/5b63d49a-174e-4ea5-b739-683ece78f2d2_20250606T15:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi how are you today?
[AGENT][NEUTRAL] And how about yourself?
[CUSTOMER][NEUTRAL] I'm doing OK. Uh, I'm calling about claim number 359-0642.
[AGENT][NEUTRAL] And then what is your name, sir?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm with Fortune Insurance, and I'm working on a claim that was submitted a couple of weeks ago, a month ago, and I want to see what the status is.
[AGENT][NEUTRAL] OK, and what is the group number?
[CUSTOMER][NEUTRAL] The claim number?
[AGENT][NEUTRAL] The group number.
[CUSTOMER][NEGATIVE] Oh, the group number? Oh, I wish I could log into your system. I'm, I'm logged out of your system right now, so I can't log in because they're saying something about activity because you changed your website.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, if, if I could tell you the name of the client.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what is his name or her name?
[CUSTOMER][NEUTRAL] The name of the client is hold on Centurion Restaurant Consortium. Hold on a second. I gotta look them up in my system. Hold on a second here.
[CUSTOMER][NEUTRAL] I wish you could save it up by the claim number, but alright.
[CUSTOMER][NEUTRAL] Let me see if I have it here.
[CUSTOMER][NEGATIVE] And your portal's not working for whatever reason.
[CUSTOMER][NEUTRAL] Hold on a second.
[CUSTOMER][NEUTRAL] CPO.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] I just had it here a second ago to things uh we got some clients.
[CUSTOMER][NEUTRAL] It is the client's name is.
[CUSTOMER][NEUTRAL] Come on, let's go.
[CUSTOMER][NEUTRAL] It's Centurion Restaurant Group.
[AGENT][NEUTRAL] Centurion, how do you spell Centurion?
[CUSTOMER][NEUTRAL] Centurion C E N T U R I O N.
[AGENT][NEUTRAL] Yeah. OK.
[CUSTOMER][NEUTRAL] Centurian restaurant group.
[AGENT][NEUTRAL] All righty. Let me put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] OK, do your thing bye.
[AGENT][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] OK alright.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] you
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] What, what do I do?
[AGENT][NEUTRAL] Do I give it to him?
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, this is [PII] with Broker Resources. How are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, I have a broker on the line who is curious about a claim number. His name is [PII] and he's calling in regards to uh group number 21471.
[CUSTOMER][NEUTRAL] OK. And what's the policy number for the claim?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] He wasn't able to give that to me. He's having issues with the OSC and so he has the claim number. Um, it was 3596 and then he started cutting out on the, the last few. He is on a broker on the um account. His email is listed on there um so you are able to speak with him about it.
[CUSTOMER][POSITIVE] OK. Yes, ma'am. I can help him.
[AGENT][POSITIVE] OK, perfect. I'm gonna um introduce you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yeah I'm here.
[AGENT][NEUTRAL] OK perfect I have someone online um from our claims department that will be able to give you a status update on that claim, OK?
[CUSTOMER][NEUTRAL] OK, I'll hold.
[AGENT][NEUTRAL] Oh no she's on the line right now.
[CUSTOMER][NEUTRAL] I'm sorry? Yeah, I'm here, [PII].
[CUSTOMER][NEUTRAL] How are you?
[CUSTOMER][NEUTRAL] Hi [PII].