AccountId: 011433970860
ContactId: 8d72c077-635d-4da3-9099-79ffbfc83e62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323329 ms
Total Talk Time (AGENT): 81573 ms
Total Talk Time (CUSTOMER): 154439 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/8d72c077-635d-4da3-9099-79ffbfc83e62_20250403T18:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, I was on hold with [PII] and my phone went dead and I didn't know if I was, she was still on the other end or not.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK. I can try to get her on the line. Um, may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you. One moment, let me go ahead and try to get Miss [PII] on the line.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hey [PII], it's me so.
[AGENT][NEUTRAL] Hey, I got your
[CUSTOMER][NEUTRAL] 00, hi.
[AGENT][NEUTRAL] Hey, hey
[CUSTOMER][NEUTRAL] Sorry, it just popped up a number and it said external so I was like, is this spam? Do I get spam on TV?
[AGENT][NEUTRAL] No, um, I have your caller on the line, Mr. [PII]. He said he got disconnected.
[CUSTOMER][NEUTRAL] [PII], I don't know who that is.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII], you were just speaking to him?
[CUSTOMER][NEUTRAL] Oh, I thought it was [PII]. Did you say [PII]?
[AGENT][NEUTRAL] Oh, it was probably [PII]. I don't know, Mr. [PII].
[CUSTOMER][NEUTRAL] Oh, I don't know. No, it's OK. Yeah, yeah, that's OK. Yeah, just connected before I get a call back from him. OK.
[AGENT][NEGATIVE] Oh, OK, yeah, he's in the line. He's like, we were talking and my phone got dead, you know, died on me and I think she's still on the line. I'm like, oh, I can check.
[CUSTOMER][NEUTRAL] OK, yeah, um, did he give you anything, a call back or uh his policy number?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I need to call back number. I thought you had that all that information since he said he was just disconnected, um, but oh.
[CUSTOMER][NEGATIVE] No, no, it, no, it disconnected before I got any of that.
[AGENT][NEUTRAL] 00, that's strange that he just called to get you. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, here the call back number is [PII]. I thought he was in the middle of that call.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK all right well I got it you can go ahead and send him over to me thank you.
[AGENT][NEUTRAL] Really.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] You're welcome. Here he comes.
[CUSTOMER][NEUTRAL] Alright, bye.
[AGENT][POSITIVE] Thank you for holding. Bye bye. Thank you for holding, Mr. [PII]. I got Miss [PII] on the line.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, very good, thank you.
[AGENT][POSITIVE] You're welcome. Have a good afternoon. You're welcome.
[CUSTOMER][POSITIVE] Alright thanks so.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Hi, yeah, I don't know what happened. I was like before I got a call back from you, but she gave that to me so hopefully it doesn't happen again but if it does I've got your call back now. Very good, thank you. Yes sir OK so yes we're needing to take a look at those claims, make sure that information was accurate um did you have that policy number?
[CUSTOMER][NEUTRAL] Well, I do, but here's my question to you. Does the policy number change every time I get a claim?
[CUSTOMER][NEUTRAL] Because I have, I have a number that the school had my the employer which I think probably was a group number if not nothing else 13,040.
[CUSTOMER][NEUTRAL] No, typically they don't change every time we get a claim. Um, it is possible that you would have gotten a new policy number. Um, sometimes they do that yearly it just depends on how often your employer might have updated, uh, or maybe gotten a new kind of plan.
[CUSTOMER][NEUTRAL] OK, we can take a look. That's fine. OK, so let me search that I could just use that group number so that's OK and then I'll I'll find you that way. Give me just a moment. Thank you.
[CUSTOMER][NEUTRAL] Was that Central Texas employee benefits?
[CUSTOMER][NEUTRAL] Probably it's West Independent School District.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and that last name that was [PII] correct?
[CUSTOMER][POSITIVE] Correct, [PII] and [PII] is the insured.
[CUSTOMER][NEUTRAL] OK, alright, give me just a moment it's quite a large group, bear with me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.