AccountId: 011433970860
ContactId: b501cc13-26b6-47f0-9f58-eb994fda8e5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148759 ms
Total Talk Time (AGENT): 31769 ms
Total Talk Time (CUSTOMER): 61959 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/b501cc13-26b6-47f0-9f58-eb994fda8e5d_20250415T21:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, my name is [PII], and I'm with a, a broker's office. Um, I've been working with, um, [PII], um, on a claim. Is she possibly available?
[AGENT][NEUTRAL] Um, let me check. Let's see.
[AGENT][NEUTRAL] Uh, yes, looks like she's available. Let me get you over to her. Um,
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] Oh, who was the policy, uh, member on that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] If you
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. I've got [PII] from the broker's office, um, asking to speak with you on a member [PII].
[AGENT][NEUTRAL] On a claim
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, do you have that policy number?
[AGENT][NEUTRAL] No, I, I didn't get any information. I'm so sorry.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, that's OK. I'll have it written down somewhere.
[CUSTOMER][NEGATIVE] We've been waiting on some stuff for this member and um they were supposed to fax over what I asked for or what we've been asking for for like months now.
[CUSTOMER][NEUTRAL] And I don't know honestly if we've gotten it yet because it got a little crazy there for a minute and I have not.
[CUSTOMER][NEUTRAL] Checked it. Let me, let me go to that now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Didn't catch the last name of the member.
[CUSTOMER][POSITIVE] Oh, we did get it. Yay.
[CUSTOMER][NEUTRAL] OK, you can send her over.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Hey this is [PII].