AccountId: 011433970860
ContactId: a418ff1a-2a13-46e3-bf04-49f0698f561e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 517380 ms
Total Talk Time (AGENT): 143351 ms
Total Talk Time (CUSTOMER): 111792 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/a418ff1a-2a13-46e3-bf04-49f0698f561e_20250109T15:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, [PII]?
[AGENT][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] OK, hey [PII], my name is [PII] with Core Insurance, and I'm calling to see if uh you can switch me over to [PII] in [PII].
[AGENT][NEUTRAL] OK, give me just a moment I'll see if she is available um, really quick, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And was there a policy number this was regarding?
[CUSTOMER][NEUTRAL] Uh, group number 26071.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] Is that Levinson built LLC?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, [PII], who did you say that you were with?
[CUSTOMER][NEUTRAL] Uh, core Insurance Holdings.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Appreciate that. Are you able to verify the address for the business?
[CUSTOMER][NEUTRAL] Oh boy, let's see.
[CUSTOMER][NEUTRAL] Uh, I don't think I'm just looking for an email here with their address on it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Bear with me here one second here.
[AGENT][POSITIVE] No, you're perfectly fine.
[AGENT][NEUTRAL] Well, while you're looking there, [PII], I will let you know um she looks like she's out of the office today. I don't she to say that she's on at all. Um, may I ask what this is regarding? I might be able to get you to somebody else who can help.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, she, we were, we're working with some claim issues from [PII], and I just, I had sent her a fax, uh, yesterday. I just wanted to make sure she got that in that fax.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, uh, what kinds of policies were these claims for?
[CUSTOMER][NEUTRAL] Uh, the gap policies.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Do you have those policy numbers that uh those claims were for?
[CUSTOMER][NEUTRAL] Um, I can give you, uh, one of them. It was claim number 3485682.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They were for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And was this just, um, additional information we needed that you had faxed over to her?
[CUSTOMER][NEUTRAL] Um, I, yeah, she needed some explanations, and I sent them over.
[AGENT][NEUTRAL] OK, uh, when did you send them, [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] Um, I sent them today is Thursday. I sent them on Tuesday.
[AGENT][NEUTRAL] Tuesday, OK.
[AGENT][NEUTRAL] Alright, are you able to verify [PII]'s uh date of birth?
[CUSTOMER][NEUTRAL] I don't have that in front of me. I'm sorry I didn't.
[AGENT][POSITIVE] OK, no, that's all right.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so I'm not seeing that anything was received, um, but that doesn't, that doesn't necessarily mean that it was not received it might just not have been processed yet, especially if it went directly to [PII]. Um, if you'll give me one moment, [PII], I'm gonna put you on a brief hold and reach out just to that department, uh, to see if it went to them, if it went straight to [PII], we might have to wait until she's available, um, but I can still touch base with them and, uh, let you know.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] OK, that that would be great if you can do that. I'll hold here.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, one moment. Thank you.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] One second, [PII].
[AGENT][NEUTRAL] Give me a second, pal.
[AGENT][NEUTRAL] OK, you're gonna have to wait.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Alright [PII], I'm sorry about that wait are you still with me?
[CUSTOMER][NEUTRAL] I am here.
[AGENT][NEUTRAL] All right, thanks for waiting. OK, so I was unable to see.
[CUSTOMER][NEUTRAL] Do you need that address by the way? I found that too. I don't know.
[AGENT][NEUTRAL] Oh that's OK. um, so I was unable to see anything. Here's what I think is going to be best. Um, I'm going to send [PII] a message and as soon as she's available I'll ask her to give you a call back. Um, it's possible I don't know, maybe she might be in later today, um, or of course it might be tomorrow, but I will still send her a message with your information and have her touch base with you when she can.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Oh great that
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much, really appreciate it all right.
[AGENT][NEUTRAL] All right. Of course, yeah. Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Not right now thank you for all the help you've given me.
[AGENT][POSITIVE] Alright, yes sir, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] You too bye now.
[AGENT][POSITIVE] Thank you bye bye.