AccountId: 011433970860
ContactId: b7c343f3-1126-4420-ad8b-27a77bab6b1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259660 ms
Total Talk Time (AGENT): 37869 ms
Total Talk Time (CUSTOMER): 65510 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/b7c343f3-1126-4420-ad8b-27a77bab6b1b_20250429T12:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how you doing?
[AGENT][NEUTRAL] I'm well, how are you?
[CUSTOMER][NEUTRAL] Oh, and I'm great, thanks for asking. I don't think that you're gonna be able to assist this insurer because she wants to know.
[CUSTOMER][NEUTRAL] How much her claim would get paid once she's sent in to request the documentation for HR claim.
[AGENT][NEUTRAL] Yeah, no one will be able to answer that until they process it.
[CUSTOMER][NEUTRAL] OK, I'll let her know.
[AGENT][NEUTRAL] I can tell you what the benefits are for like a particular.
[AGENT][NEUTRAL] If she, I could say the benefits, but like for guarantee, we can't guarantee.
[CUSTOMER][NEUTRAL] I don't even know what it is that she went for. Let me give you the policy number so you can look at the claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, 1st may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So, I'm [PII] and claims.
[CUSTOMER][NEUTRAL] Midli claims department.
[AGENT][NEUTRAL] Oh, you're, you're us.
[CUSTOMER][NEUTRAL] Yes. I, I'm not sure if it shows up.
[AGENT][NEUTRAL] Oh, I thought you were a provider.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Um, what's her policy number? I'm sorry, I thought you were a provider.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Uh oh, you're fine it's 248-9849. That's why I was like, I don't think you're gonna be able to assist her with it because I know you work in customer um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Here.
[CUSTOMER][NEUTRAL] She need an adjuster.
[AGENT][NEUTRAL] OK. And then, um,
[CUSTOMER][NEUTRAL] And the claim is
[AGENT][NEUTRAL] Hold on, it's coming up.
[CUSTOMER][NEUTRAL] It's the very first one on part two.
[AGENT][NEUTRAL] OK, part 2.
[CUSTOMER][NEGATIVE] Cause I know these policies are very limited, but I don't even know what benefit this is that they even use to process the claim.
[CUSTOMER][NEUTRAL] Mm, I'm here.
[CUSTOMER][NEGATIVE] The phone call hung up.
[CUSTOMER][NEUTRAL] Can you hear me?