AccountId: 011433970860
ContactId: 6d7f3145-b181-4a8a-8b72-140d8adf8431
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204300 ms
Total Talk Time (AGENT): 57420 ms
Total Talk Time (CUSTOMER): 52978 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/6d7f3145-b181-4a8a-8b72-140d8adf8431_20250529T14:32_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling with Financial Designed the broker's office to confirm if a claim is on file for a member.
[AGENT][NEUTRAL] OK, um, what is the group number you're calling in reference to?
[CUSTOMER][NEUTRAL] The group number? Uh, it's 18278.
[AGENT][NEUTRAL] 78 and then what is the employee you're calling about?
[CUSTOMER][NEUTRAL] It's uh [PII]. Um I'm gonna spell the last name [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yeah, that's definitely a difficult last name to to say, um.
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] Let me put you on hold for a brief moment. I'm just gonna locate that plan um and then I'm gonna get someone from our claims department to help you with that, OK? So it may take a little bit, but I'm just working behind the scenes, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. OK, thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] This is [PII]
[AGENT][NEUTRAL] Hi, this is [PII] from Broker Resources. How are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good um I have a broker's assistant on the line and she's calling in regards to a claim status.
[CUSTOMER][NEUTRAL] OK. And what's the policy number?
[AGENT][NEUTRAL] It's gonna be 1420381.
[CUSTOMER][NEUTRAL] OK, for Basic.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I think that's how you pronounce it. OK. And
[AGENT][NEUTRAL] Yeah, I'm, I'm not sure.
[CUSTOMER][NEUTRAL] And her name?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] OK, I have the policy pulled up. You can send her over.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Right, thank you.
[AGENT][NEUTRAL] And are you still there?
[CUSTOMER][POSITIVE] Yeah, I'm still here with you.
[AGENT][NEUTRAL] OK perfect I have someone from our claims department that can help you out with that policy OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. Hello, [PII]. This is [PII] in the claims department.