AccountId: 011433970860
ContactId: 9bd7dfe2-aaa1-4cf7-8521-18369a02994f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198440 ms
Total Talk Time (AGENT): 49109 ms
Total Talk Time (CUSTOMER): 101371 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/9bd7dfe2-aaa1-4cf7-8521-18369a02994f_20250107T14:54_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Hub International with your insurance brokers, and I was hoping you can help me with a claim form for an accident claim.
[AGENT][POSITIVE] OK, I can certainly try.
[AGENT][NEUTRAL] And what group is this for?
[CUSTOMER][NEUTRAL] And I can give you, it's for one of our, yes, I can give you the group. So the group number is, hold on, I had it pulled up here, um.
[CUSTOMER][NEUTRAL] I apologize. Uh, let's see. It is for
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Where is it? I just got it pulled up. I am so sorry.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Do you have the group name?
[CUSTOMER][NEUTRAL] I do. It is Redtech. It's R E S T E C H and let me pull it up in the system here. I'm gonna just go to our information.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Here it is. Let's see, it is GA 021H.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Their group number is that what you were giving me? The group number is 26126.
[CUSTOMER][NEUTRAL] Uh, that's 261-26.
[AGENT][NEUTRAL] Yes, um, what's
[CUSTOMER][NEUTRAL] What's it's showing that in here. Um, I'm sorry, go ahead.
[AGENT][NEUTRAL] No, you're fine. uh, what's the last name of the person that you need to file the claim on?
[CUSTOMER][NEUTRAL] Let me see if she, OK, it is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and how can I help you with this?
[CUSTOMER][NEUTRAL] I just need to get um their claim form for the accident claim.
[AGENT][NEUTRAL] OK, that's easy enough. If you go to our website, it's [PII].
[CUSTOMER][NEUTRAL] And generally, is it the same claim for every.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEGATIVE] We've got it broken down by product.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What do you, you mean by weather, but the accident claim is the same for every group, correct?
[AGENT][POSITIVE] Yes, yes it is.
[CUSTOMER][POSITIVE] OK, good. Then I already have it. That's perfect. That's what I wanted to make sure of. And would you tell me the um
[AGENT][POSITIVE] Oh, awesome.
[CUSTOMER][NEUTRAL] That group number again that you had on file.
[AGENT][NEUTRAL] Sure. It's 26.
[CUSTOMER][NEUTRAL] 6
[AGENT][NEUTRAL] 126.
[CUSTOMER][POSITIVE] 126. OK, perfect. Thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] You're quite welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that is it. I hope you have a great day.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Thank you so much. You too. Bye bye.
[CUSTOMER][POSITIVE] Bye bye now thank you.