AccountId: 011433970860
ContactId: 80d178f2-7cf5-4cdf-b53b-f4e9bb300ce1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139550 ms
Total Talk Time (AGENT): 51257 ms
Total Talk Time (CUSTOMER): 51305 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/80d178f2-7cf5-4cdf-b53b-f4e9bb300ce1_20250415T20:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good [PII]. Uh, may I have the claims department, please?
[AGENT][NEUTRAL] Yeah, is there something that I can help you with first? Do you have a claim that you did?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Well, I have the group number, the group number I'm calling on is 263-83.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the, let's see, I have a
[CUSTOMER][NEUTRAL] A tracking number or a bill number uh or the insurance ID what do you need from me?
[AGENT][NEUTRAL] Uh, let's try the tracking number.
[CUSTOMER][NEUTRAL] Tracking number says 865111786.
[AGENT][NEUTRAL] OK, and is it a meddling claim by chance or a?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Um, med link, OK, I'm gonna put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] Medli.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] And thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] with Broker Resources. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good. Um, I have somebody that needs claims help. Can you help with the Medlink?
[CUSTOMER][NEUTRAL] Sure. What's the policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have the is it the same thing as the tracking number or is that different?
[CUSTOMER][NEUTRAL] Um, I'll try it. What, what number are you showing?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] 865-111786.
[AGENT][NEUTRAL] Of course, that's not a policy number, I guess, but I think she tried, I think she's.
[CUSTOMER][NEUTRAL] OK. No, that
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Um, I can get one though. Do you want me, do you wanna hold really fast and I'll get it?
[CUSTOMER][POSITIVE] Oh, no problem. You can just send her over.
[AGENT][POSITIVE] OK, give me just a second, thank you.
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][NEUTRAL] I have EV on the claims team for you. She'll take it from here.
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[AGENT][NEUTRAL] You too. Bye.