AccountId: 011433970860
ContactId: b60cd2d3-95c8-4573-8a58-6355e183f685
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109690 ms
Total Talk Time (AGENT): 45823 ms
Total Talk Time (CUSTOMER): 65107 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/b60cd2d3-95c8-4573-8a58-6355e183f685_20250217T17:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well, hello, Ms. [PII]. This is [PII]. How are you, dear?
[AGENT][NEUTRAL] Well, hey, [PII]. I'm good. How are you, [PII]?
[CUSTOMER][NEUTRAL] I'm good, I'm good. [PII], I'm not sure who I'm supposed to transfer calls back to for benefits.
[AGENT][NEUTRAL] Me
[CUSTOMER][NEUTRAL] Um, OK, so I've got this from the care team. Now I'm transferring it back because when I was trying to do the transfer thing, you know, dropped out. All I see is one Que left open. Anyway, it's policy number 70982. Let me go ahead and give you that.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] 709-82.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me pull it up real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, please don't say anything about the policy still being active. I've got to find out why it is showing active.
[CUSTOMER][NEGATIVE] If you got a refund because the policy should have turned back in [PII].
[AGENT][NEUTRAL] OK, so he's calling because he wants benefits?
[CUSTOMER][NEUTRAL] Right, he wants to see if there's any benefits on his spouse that, you know, he said something about a death benefit or something and I, you know, I, I know nothing about any benefits, girl.
[AGENT][NEUTRAL] 00, well, he's gonna need to get a call back from the claims department.
[CUSTOMER][NEUTRAL] OK, so how do we do this? What do I do?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do a do a hub request for claims um to research the policy and then just uh have them call back, call him back within 24 hours. You just let him know you sent a request in for claims to return his call within 24 hours.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, [PII]. OK, so his number is called for. OK. Oh God, I hate to go back to it. OK, dear, I'm going to the, here we go. Thank you, [PII]. I appreciate it, honey. Bye.
[AGENT][NEUTRAL] OK. You're welcome, [PII]. All right. Bye-bye.