AccountId: 011433970860
ContactId: a588d1c6-4694-4c6a-8671-32cd5895b623
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97269 ms
Total Talk Time (AGENT): 36596 ms
Total Talk Time (CUSTOMER): 57730 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/a588d1c6-4694-4c6a-8671-32cd5895b623_20250407T18:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. This is [PII].
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] It's so weird calling the care team. Um, so.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] I've got somebody on the line that wants to talk to somebody about a claim, um, and I always, I tried to call [PII] and I was like, oh wait, I'm supposed to send it to the care team. Um, so let me.
[AGENT][POSITIVE] Yeah, I can help with
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her policy is.
[AGENT][NEUTRAL] What's their policy?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 137.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2335.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright and 4.
[CUSTOMER][NEUTRAL] The claim is for [PII], that's gonna be T4.
[AGENT][NEUTRAL] Per
[AGENT][NEUTRAL] [PII] number 4 and who's calling um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] The insured [PII], yes.
[AGENT][NEUTRAL] OK. All right. OK, you can go ahead and put him through. Uh-huh.
[CUSTOMER][NEUTRAL] Um, she would, I can give you a little background of what we already did. Um, she could not get into her O OSC. I walked her through resetting the password, gave her her username. I have verified all information and her callback number is the number in the system.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, awesome. Thank you so much, memory, and I'll help her with the claim.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you so much. Have a good day.
[AGENT][POSITIVE] You're welcome. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.