AccountId: 011433970860
ContactId: ad7bc84f-bcc0-468e-8e1d-4c4a5d924c7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262329 ms
Total Talk Time (AGENT): 103138 ms
Total Talk Time (CUSTOMER): 57138 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/ad7bc84f-bcc0-468e-8e1d-4c4a5d924c7d_20250528T15:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling about one of our groups. I'm trying to uh check on the status of a claim.
[AGENT][NEUTRAL] OK. Um, what is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And what is the group number you're in reference to?
[CUSTOMER][NEUTRAL] It's gonna be 258-883.
[AGENT][POSITIVE] Great. OK. And um who is the person that is having the claim?
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] OK. Do you mind if I put you on a brief hold while I pull that up real quick?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], are you still there?
[CUSTOMER][NEUTRAL] Yeah, I'm here.
[AGENT][NEUTRAL] OK perfect so I was able to locate um Mr. [PII]'s uh account. I'm gonna transfer you over to our claims department so that way they can explain everything to you, um, just so I can get the right person, do you know which uh product it's in reference to?
[CUSTOMER][NEUTRAL] So we submitted claims for his critical illness and accident. I wanted to check on both.
[AGENT][NEUTRAL] OK, absolutely, um, let me put you on a brief hold and put you in someone on our claims department, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. How are you doing?
[CUSTOMER][POSITIVE] I'm good [PII] how are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, I am calling because I have a um broker's assistant on the line and she is following up on a claim for a cancer and an accident policy, um, and she was curious where we were at with um getting that result.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, not a problem, [PII], do you have their policy number?
[AGENT][NEUTRAL] Yes, so it is going to be.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] There are a few of them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's gonna be 231-512-6.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And then who are we talking to on the phone?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then did we get a call back from [PII]?
[AGENT][NEUTRAL] It is 504.
[AGENT][NEUTRAL] 332.
[AGENT][NEUTRAL] 2098.
[CUSTOMER][NEUTRAL] All right, and then um she verified everything for the insured.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] I don't know. OK, OK, perfect. I'm gonna, I'm gonna add her on, OK?
[CUSTOMER][POSITIVE] I can verify it. OK. Yeah, no worries.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Hey, [PII], are you still there?
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm here.
[AGENT][POSITIVE] OK perfect I have [PII] on our claims line for you OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course bye bye.