AccountId: 011433970860
ContactId: 8d0fbdbf-e932-4c1a-b2eb-03673becce55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217380 ms
Total Talk Time (AGENT): 90129 ms
Total Talk Time (CUSTOMER): 72243 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/8d0fbdbf-e932-4c1a-b2eb-03673becce55_20250122T16:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was calling to speak to [PII].
[AGENT][NEUTRAL] OK, can I tell her who's calling?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, are you the policy holder, [PII], or are you with a group?
[CUSTOMER][NEUTRAL] I'm the policy holder.
[AGENT][NEUTRAL] OK, and how can I tell her that you, you know, what do you need?
[CUSTOMER][NEUTRAL] Well, we've we've already had a discussion that's concerning my um claim um my policy 210 I'm sorry 2171067.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I spoke with her on Friday and she was supposed to give me a call back yesterday. I'm touching bases with her.
[AGENT][NEUTRAL] OK, give me a second. Let me get you verified and then we can proceed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you said it was regarding your claim because I saw show your policy is administered by a different company?
[AGENT][NEUTRAL] So was it regarding
[CUSTOMER][NEUTRAL] Yes, uh,
[AGENT][NEUTRAL] Premium or something?
[CUSTOMER][NEUTRAL] It's regarding a claim from [PII]. She's gonna know what it's concerning.
[AGENT][NEUTRAL] I mean, but this is the area that handles claim statuses is why I'm probing.
[AGENT][POSITIVE] And I can help you with that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Well, yes, I mean you're not gonna be able to help me because this is an old claim that we're going over and she has to send a report to Web TPA concerning my premium.
[AGENT][NEUTRAL] OK, OK. So it is regarding your premiums. OK. OK, no worries.
[CUSTOMER][POSITIVE] Yeah, I'm sorry.
[CUSTOMER][POSITIVE] Yes ma'am. I'm sorry.
[CUSTOMER][NEUTRAL] Alright, OK.
[AGENT][NEUTRAL] What's your, what's your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what is your email address on file?
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] And your phone number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so I'll let her know that [PII] is on the phone and you're inquiring about the report that she's supposed to be running regarding a claim.
[AGENT][NEUTRAL] Um, or premiums.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, give me just a second. Let me see if she's available.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I see a note on yesterday, so they've already sent her a request um to call you back and I can just add to that to let her know that you've returned the call. She is, she is unavailable, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see, and so I can just add to that request that's already been made to let her know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That you called again today?
[AGENT][NEUTRAL] And and if she could return your phone call?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she'll see the note pretty quick and then she'll give you a call back when she's available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty, anything else I can help with for now?
[CUSTOMER][POSITIVE] No, ma'am, that'll be it. Thank you so much.
[AGENT][POSITIVE] Uh, you're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.