AccountId: 011433970860
ContactId: abbc0061-7e8b-41e7-9735-fc52759c19bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339459 ms
Total Talk Time (AGENT): 59760 ms
Total Talk Time (CUSTOMER): 108923 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/abbc0061-7e8b-41e7-9735-fc52759c19bd_20250310T19:54_UTC.wav
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[AGENT][POSITIVE] Good afternoon thanks for calling APL.
[AGENT][NEUTRAL] This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in the claims or I'm in the care team. I am calling because I've got a member on the phone. His policy number is 2444566.
[CUSTOMER][NEUTRAL] And he has called multiple times um that's why I went ahead and transferred him today. He calls at least once or twice a day wondering about his claim, um, the, the claim number is 3571123.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And it's showing pended.
[CUSTOMER][NEUTRAL] And I was just gonna let him talk to somebody so it can be explained further to him why his claim is pended.
[AGENT][NEUTRAL] OK, give me just a second.
[CUSTOMER][POSITIVE] OK, thanks [PII].
[CUSTOMER][NEGATIVE] Giving him the answer that it's pended and in progress isn't working anymore.
[AGENT][NEUTRAL] Yeah, let me just take a quick look see if I can get some information real quick before you transfer him.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Yes, absolutely, go ahead.
[CUSTOMER][NEUTRAL] I'm gonna go back to him, let him know we haven't forgot about him and that you're doing some research real quick and he'll be able to go through shortly, OK?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK [PII], I'll let him know he's OK.
[AGENT][NEUTRAL] OK, thanks. I'm just taking a look at what we have here, just make sure I some.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Like I said, he probably gonna want straight up facts, so give him exactly what he needs.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, is there a way, so I just checked with the adjuster and she said that she's been trying to get a hold of him actually. Is there a way that you can transfer him directly to her or do you, do I need to transfer him?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, I can transfer him. What's the number? And who is it?
[AGENT][NEUTRAL] OK, it's [PII] she's um working on his, it looks like she said that she's been trying to get a hold of him. Let me see what her extension is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, actually, let me just look her up in team so I can get her full number because I'll have to transfer my full number, but I've got her right here [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]. OK, I'll transfer him on over. she expecting him to come now?
[AGENT][NEUTRAL] Uh, yes, I'll let her know. She just asked to transfer her. um I'll tell her that he's, that, that you're about to call her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, sounds good. I'm gonna go ahead and get off and so I over there. Thank you so much, [PII], for all your help.
[AGENT][POSITIVE] 00 yes, you're welcome. I didn't do much but hopefully he gets what he needs.
[CUSTOMER][POSITIVE] Yes, yes, thank you, we'll talk to you later take care.
[AGENT][POSITIVE] Thank