AccountId: 011433970860
ContactId: 8afb67da-1597-4775-9a7b-d50a899f87fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343920 ms
Total Talk Time (AGENT): 118087 ms
Total Talk Time (CUSTOMER): 95311 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/8afb67da-1597-4775-9a7b-d50a899f87fa_20250331T14:28_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII]
[CUSTOMER][NEUTRAL] And I'm calling, I wanna speak to uh I wanna say it's my uh representative or something like that.
[AGENT][NEUTRAL] OK. Is there anything I can help you with? Is it on your policy or?
[CUSTOMER][NEUTRAL] Well, I wanna make sure all my paperwork's in.
[AGENT][NEUTRAL] For your, you want to speak to your.
[AGENT][NEUTRAL] Agent
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, do you have a callback number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, would you like to call back or would you like for me to transfer you?
[CUSTOMER][NEUTRAL] Transfer me please.
[AGENT][NEUTRAL] OK, so you don't have a policy yet. You were turning in paperwork?
[CUSTOMER][NEUTRAL] No, I do have, I have a policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I don't know the claim number and but my social security number is [PII].
[AGENT][NEUTRAL] OK, hold on just a moment. I'll look it up for you.
[AGENT][NEUTRAL] And can I verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII], and you want to speak to your agent, correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on one moment, let me see.
[AGENT][NEUTRAL] If I can get somebody for you, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] APL this is [PII].
[AGENT][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?
[CUSTOMER][NEUTRAL] Um, sorry, I'm new. I don't know if we could, um, I don't know what, I guess I can see.
[AGENT][NEUTRAL] I asked him if I could.
[CUSTOMER][NEUTRAL] And this is just uh one of the employees?
[AGENT][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.
[CUSTOMER][NEUTRAL] And he just wants the name of like the broker?
[AGENT][NEUTRAL] Yes, uh, his agent, um, he wants to see if his agent turned his paperwork in is what he said.
[CUSTOMER][NEUTRAL] Uh, just go ahead and send it over. Maybe I can try to see the paperwork without doing it.
[AGENT][NEUTRAL] I'm not
[AGENT][NEUTRAL] I'm not sure exactly.
[AGENT][NEUTRAL] Where I need to send him to.
[AGENT][NEUTRAL] No, he does have a policy with us already. Would you like that information?
[CUSTOMER][NEUTRAL] Yeah, uh, let me take that down. What's the policy number?
[AGENT][NEUTRAL] Or a group number or what do you need?
[CUSTOMER][POSITIVE] Oh, if you have it both, if you have a group number, that would be great.
[AGENT][NEUTRAL] OK, the policy number is 02361818.
[AGENT][NEUTRAL] And the group number is 25984.
[AGENT][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] I verified his date of birth, his address, and all of that. And
[CUSTOMER][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.
[AGENT][NEUTRAL] Contact their HR. I can tell him that then.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much, sweetie.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Sir,
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I contacted somebody in our broker resources department and they were saying that you would have to contact your HR at your employer.
[CUSTOMER][POSITIVE] Um, thank you.