AccountId: 011433970860
ContactId: 69c742f4-dfdd-49c6-b8fe-54e126cf998d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118980 ms
Total Talk Time (AGENT): 43100 ms
Total Talk Time (CUSTOMER): 62129 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/69c742f4-dfdd-49c6-b8fe-54e126cf998d_20250331T14:31_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII].
[CUSTOMER][NEUTRAL] Yes, this is [PII] in claims. I have an insured on the phone that wants to get his agent's name and number. Is that something you all do?
[AGENT][NEUTRAL] Um, sorry, I'm new. I don't know if we could, um, I don't know, but I guess I can see.
[AGENT][NEUTRAL] And this is just one of the employees?
[CUSTOMER][NEUTRAL] I asked him if I could.
[CUSTOMER][NEUTRAL] Yes, I asked him if I could take a number, but he didn't want that. I was gonna take a number and see if I could find out.
[AGENT][NEUTRAL] And he just wants the name of like the broker?
[CUSTOMER][NEUTRAL] Yes, uh, uh, his agent, um, he wants to see if his agent turned his paperwork in is what he said.
[AGENT][NEUTRAL] Uh, just go ahead and send it over. Maybe I can try to see the paperwork without doing.
[CUSTOMER][NEUTRAL] I'm not
[CUSTOMER][NEUTRAL] I'm not sure exactly.
[CUSTOMER][NEUTRAL] Where I need to send them to.
[CUSTOMER][NEUTRAL] No, he does have a policy with us already. Would you like that information?
[AGENT][NEUTRAL] Yeah, uh, let me take that down. What's the policy number?
[CUSTOMER][NEUTRAL] Or a group number or what do you need?
[AGENT][POSITIVE] Oh, if you have it both, if you have the group number, that would be great.
[CUSTOMER][NEUTRAL] OK, the policy number is 02361818.
[CUSTOMER][NEUTRAL] And the group number is 25984.
[CUSTOMER][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] I verified his date of birth, his address, and all of that, and.
[AGENT][NEUTRAL] Oh, sorry, I just got a, sorry, my um senior just wrote me back. She said we're just supposed to advise them to contact their HR department.
[CUSTOMER][NEUTRAL] Contact their HR I can tell him that then.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much, sweetie.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] Mhm bye bye.