AccountId: 011433970860
ContactId: 673fffc8-7250-4b67-b6d6-2b912f951648
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 476600 ms
Total Talk Time (AGENT): 123256 ms
Total Talk Time (CUSTOMER): 81064 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/673fffc8-7250-4b67-b6d6-2b912f951648_20250305T14:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] from the provider's office.
[AGENT][NEUTRAL] I'm sorry, one more time?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] from the provider's office.
[AGENT][NEUTRAL] I'm sorry, I'm not understanding you.
[CUSTOMER][NEUTRAL] Uh yeah, hi, this is [PII] from the provider's office.
[AGENT][NEUTRAL] OK, hi [PII] how are you?
[CUSTOMER][NEUTRAL] Yeah, I'm fine. How about you?
[AGENT][POSITIVE] I'm well, thank you.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] OK. Uh, uh, can you help me with the claim status, please?
[AGENT][NEUTRAL] Um, do you have a claims number?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Uh, it's 0247326 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK, I got 0247.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then what's the rest of it?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 0247326 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Um, let me see what this pulls up. I'll have to get you over to the claims department.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Um, I'll see what this pulls up, but I'll have to get you over to the claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I have the direct number, please?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, will you transfer the call to the claims department?
[AGENT][NEUTRAL] Yeah, I'll send you over there in just a second. Give me just a minute. I'm just looking up this policy number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Who do you have the policy, um,
[AGENT][NEUTRAL] Like the first and the last name of the person?
[AGENT][NEGATIVE] Because that's not that number that policy number is not pulling up anything.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Just give me a second.
[CUSTOMER][NEUTRAL] Uh, the name is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you have the last of the social?
[AGENT][NEUTRAL] Or the, the last of the social security number?
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] No, probably not.
[CUSTOMER][NEUTRAL] You don't have the access to the SSN number?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] So you don't have the social security number?
[AGENT][NEUTRAL] OK, give me just a second, my computer is not um.
[AGENT][NEGATIVE] Not working for me today, so give me just a second.
[CUSTOMER][POSITIVE] Yeah, take it on time.
[CUSTOMER][NEUTRAL] Uh, meanwhile, can I have your name, please?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Uh, and what's your last name?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Uh, is it [PII]?
[AGENT][NEUTRAL] Yeah I mean I'm not I'm gonna send you to the claims department so I'm not really sure why you would need my name but it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me just a second, I'm gonna put you on a brief hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[AGENT][NEGATIVE] What the heck?
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] with Broker Resources. How are you?
[CUSTOMER][POSITIVE] Hey, I'm doing good how are you?
[AGENT][NEUTRAL] I'm good. OK, I have somebody on the line he's needing claims help.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And my uh lion is not being very nice to me, so I'm still trying to pull up, hold on just a second, I'm still trying to get information. Um, I can't really understand him that well, but I think.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 516121 is the policy number. It's not what he originally gave me, but.
[CUSTOMER][NEUTRAL] You said 516121?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, his name is [PII].
[AGENT][NEUTRAL] And he said it was for [PII].
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][POSITIVE] OK, um, I'm gonna join you guys now thank you.
[CUSTOMER][POSITIVE] All right, you're welcome.
[AGENT][NEUTRAL] [PII], are you still with me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I have claims on the line for you.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I have claims on the line for you.
[CUSTOMER][NEUTRAL] Hi [PII] how are you?
[CUSTOMER][NEUTRAL] Yeah, hi, I'm fine. How about you? I'm doing well. Um, so you have questions in reference to a claim for [PII]?
[CUSTOMER][NEUTRAL] Yes.