AccountId: 011433970860
ContactId: aa56e4f6-4eb8-4247-bf52-37aa7cc56a21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259559 ms
Total Talk Time (AGENT): 90397 ms
Total Talk Time (CUSTOMER): 43451 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/aa56e4f6-4eb8-4247-bf52-37aa7cc56a21_20250618T20:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello. Hi. This is [PII] calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] OK, sure. um, what you said your name was [PII]?
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what is your last name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] How do you spell that?
[CUSTOMER][NEUTRAL] Uh, just see.
[AGENT][NEUTRAL] OK, OK, so see.
[AGENT][NEUTRAL] How do you, how do you spell your last name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and what group number are you in reference to?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What is the group you're in reference to?
[CUSTOMER][NEUTRAL] Uh, you mean the policy number?
[AGENT][NEUTRAL] Uh, no, just the group number.
[CUSTOMER][NEUTRAL] Uh, actually, we don't have the group number.
[AGENT][NEUTRAL] OK, um, and so are you the group, are you the broker? are you?
[CUSTOMER][NEUTRAL] Provider
[AGENT][NEUTRAL] You're the provider.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me put you on a hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], I think I just spoke to you a second ago, and this is [PII] from Broker Resources.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh well, I
[CUSTOMER][NEUTRAL] Alright, now I transferred somebody your way, OK.
[AGENT][POSITIVE] Yes, yes, which made me laugh because the lady said that she never even looked at claims before she just wanted to know if we could see it now.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Yeah, and she was so hostile about, hey, like I can, I used to be able to see claims and I was like, OK, so yeah, I just thought that was a funny update but um I I have a um a provider on the phone. Her name is [PII] and she's wanting to know the status on the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I, it's hard to understand her, um, so I just wanna give you a heads up, um, but I don't have, she doesn't have the group number. I'm guessing all she has is the policy number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much, [PII] send her my way.
[AGENT][POSITIVE] Of course, alright, I'll introduce you and then um I'll let her go to you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] OK perfect I have [PII] on the line um from our claims department and she'll be able to assist you OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey, hi [PII], do you have the