AccountId: 011433970860
ContactId: 9d5ad61f-6f4b-4520-8fbe-9085153878ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210029 ms
Total Talk Time (AGENT): 88309 ms
Total Talk Time (CUSTOMER): 57304 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/9d5ad61f-6f4b-4520-8fbe-9085153878ef_20250501T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to check up on a claim um for an employee.
[AGENT][NEUTRAL] Yeah, I can get you to the claims department. Do you have a claim number or policy number for the individual?
[CUSTOMER][NEUTRAL] Um, I have the policy number.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's 17328.
[AGENT][NEUTRAL] OK and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII], I work for the brokerage office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Wait just a second. I'm just going to uh verify the policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's the group number I actually have um.
[AGENT][NEUTRAL] I was about to ask, yeah, that looks like a group number. um.
[CUSTOMER][NEUTRAL] I got you, um, I have a policy number here. I just looked it up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it's 235-714-0.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] 235-7140.
[AGENT][NEUTRAL] And who's the individual?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yeah, and then what's the last four of the social? Do you have that or the birthday?
[CUSTOMER][NEUTRAL] Uh yes, give me one second.
[CUSTOMER][NEUTRAL] Profile.
[CUSTOMER][NEUTRAL] Uh, last four of the social is [PII].
[AGENT][NEUTRAL] OK, and is it a meddling claim or something different?
[CUSTOMER][NEUTRAL] Uh, meddling.
[AGENT][NEUTRAL] OK, give me just a second and I'll um get you with our meddling claims department, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling IPL. This is [PII]. May I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] and Broker Resources. How are you?
[CUSTOMER][NEUTRAL] I'm doing fine. How are you?
[AGENT][NEUTRAL] I'm well. I have [PII] on the phone and she is with group number 17328.
[AGENT][NEUTRAL] And she is calling about a meddling claim for, and I have a policy or, yeah, I have a policy number whenever you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Um, 235-7140.
[AGENT][NEUTRAL] And the insured's name, first name is [PII], and I did um verify with the last four of the social.
[AGENT][NEUTRAL] And she's just calling to see if she can get an update.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. I appreciate you. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you too. Bye-bye.
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] Hey [PII], I have the meddling claims department on the line for you and they'll help from here, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Have a great day.
[CUSTOMER][NEUTRAL] You too.