AccountId: 011433970860
ContactId: 6b425970-f791-49e0-851f-b40c94c22fa2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176669 ms
Total Talk Time (AGENT): 71510 ms
Total Talk Time (CUSTOMER): 59280 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/6b425970-f791-49e0-851f-b40c94c22fa2_20250217T18:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm sorry, I didn't get your name.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from uh World Insurance Associates with the brokerage firm for the group.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm actually calling in regards to a member claim. I have a claim number. Would you be able to help me with that?
[AGENT][NEUTRAL] Um, I can take down the claim number, but, um, I would need, do, do you have like a policy number that?
[CUSTOMER][NEUTRAL] I do, give me one second, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, one moment, I'm sorry about that.
[AGENT][POSITIVE] Oh, not a problem.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The, the policy number is um
[CUSTOMER][NEUTRAL] 21152.
[AGENT][NEUTRAL] OK, that's the group number. Let me look that up and then uh oh.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, did you mean like the, the member policy that I don't have.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and who, and this is for Family Resource Center?
[CUSTOMER][POSITIVE] That is correct, yes.
[AGENT][NEUTRAL] OK. And what's the name of the insured?
[CUSTOMER][NEUTRAL] The insured is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yeah, yeah, I'm gonna put you on a brief hold and I'm gonna get you over to our claims team. They have access to information I don't, so they're gonna be able to discuss uh [PII]'s claims with you, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Oh, no problem. Hold on tight.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you for calling APL. This is Easy. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] and Broker Resources. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you doing?
[AGENT][NEUTRAL] Good. Um, I've got a broker's office online. I was speaking with [PII]. She's with World Insurance. I'm calling about a claim for one of their members. Um, policy is 167-8852 for [PII]. Can you speak with her?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes I can thank you.
[AGENT][POSITIVE] Perfect. Thanks. Bye bye.
[CUSTOMER][NEUTRAL] Bye.