AccountId: 011433970860
ContactId: 8ba6e905-dfc4-4c9f-8f9b-9177095949c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214139 ms
Total Talk Time (AGENT): 90014 ms
Total Talk Time (CUSTOMER): 64801 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/8ba6e905-dfc4-4c9f-8f9b-9177095949c6_20250108T19:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII].
[AGENT][NEUTRAL] Yeah, this is the year
[AGENT][NEUTRAL] Hey, I need to
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing? Uh, I have a client, um, that.
[AGENT][POSITIVE] This lip on this pocket right here just like.
[AGENT][NEUTRAL] code written for me that you can see it too.
[CUSTOMER][NEUTRAL] Has filed a claim and um.
[AGENT][NEUTRAL] Like
[CUSTOMER][NEGATIVE] The claim was denied, but when I'm looking at it, I don't understand why I was denied so I don't know if this is.
[CUSTOMER][NEUTRAL] The right if I should be calling claims or if I should be calling you all but um.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] It would be claims, but I can certainly get you over to them. Um, do you have a, a, a policy number that I can look up and give them?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I do.
[AGENT][NEUTRAL] yep.
[CUSTOMER][NEUTRAL] Are you you ready for it?
[CUSTOMER][NEUTRAL] Yeah, right, it is 023372224.
[AGENT][NEUTRAL] OK, let me look that up and tell me who I'm speaking with.
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] And the claim, can you give me the insured's name just to verify?
[CUSTOMER][NEUTRAL] Uh, yeah, her name is [PII].
[AGENT][NEUTRAL] OK, that's what I have as well. I'm gonna put you on a brief hold and then I'm gonna get you over to our claims team and they'll be able to explain things a little bit more in depth.
[CUSTOMER][POSITIVE] All right sounds good thank you.
[AGENT][NEUTRAL] Hold on. OK, hold on, sorry.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hi, this is program Broker Resources. Um, I've got a broker's office online and um they are calling.
[CUSTOMER][NEUTRAL] I could barely hear you.
[AGENT][NEUTRAL] This is [PII] from Broker Resources.
[AGENT][NEUTRAL] And I've got, I've got a broker's office online and they're calling about one of their insureds um to find out why a claim was denied or not paid. Um, they're looking for some additional information.
[CUSTOMER][NEUTRAL] Hey, [PII].
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] It is 233.
[AGENT][NEUTRAL] 7224 for [PII].
[CUSTOMER][NEUTRAL] And who's the broker?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um, it's the broker's office. Um, uh, his name is [PII], so, um, are you able to speak with him?
[CUSTOMER][NEUTRAL] What is the, the mem the um person's name on the phone? It's like your phone. I'm not sure if you're on a speakerphone or away from the phone. I'm not sure.
[AGENT][POSITIVE] I like his uh
[AGENT][NEUTRAL] I'm not, I've got my headset on. Um, his name is [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] It is
[CUSTOMER][NEUTRAL] OK, let me see if [PII] is on the thing on his, on the there's there form. You can send him over. I'll be able to let him know if I can't talk to him or not.
[AGENT][POSITIVE] OK perfect thank you.
[CUSTOMER][POSITIVE] You're welcome. Have a good one.