AccountId: 011433970860
ContactId: cd91fed0-40c6-4798-9203-b4175d04328e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95430 ms
Total Talk Time (AGENT): 46192 ms
Total Talk Time (CUSTOMER): 49601 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/cd91fed0-40c6-4798-9203-b4175d04328e_20250217T22:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Looks like I'm just getting you, Ms. [PII].
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] For a while, I was the only one on the phone.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh my goodness, what you got there?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Well, I have an insured on the phone, um, and he was calling about his policy. It looks like he's with UTBA and he had called for claim status and I guess at web TPA they told him that the poli or claim.
[CUSTOMER][NEUTRAL] Uh, he, he wasn't eligible and he wants to know why it's showing that his policy term when he's been paying his premium.
[AGENT][NEUTRAL] Yeah, he will need to go through UTDA. We don't handle none of that. They handle their premiums, they handle everything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 877-472. OK, so he just needs to talk to uh uh UTBA.
[AGENT][POSITIVE] Right, to find because they make, they, it's like big, they submit the premiums to UTBA and UTBA does, they do everything.
[CUSTOMER][POSITIVE] I got you. All right, well, thank you, madam.
[AGENT][POSITIVE] Anytime, honey. I like these calls.
[CUSTOMER][POSITIVE] Right. All right, be good.
[AGENT][NEUTRAL] Other than that when you sent me earlier, right, bye dear.
[CUSTOMER][POSITIVE] Oh, I'm so sorry.
[AGENT][NEGATIVE] Yeah, they were bad.
[CUSTOMER][NEUTRAL] Oh, my bad.
[AGENT][POSITIVE] Oh, it's all good, girl, it's all good. All right, dear.
[CUSTOMER][POSITIVE] Have a good one.
[AGENT][NEUTRAL] If I'm wrong, send him to me.
[CUSTOMER][POSITIVE] No, you'll be fine. He'll be fine. We can just talk to him.
[AGENT][NEUTRAL] I know it is UA.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Yeah I do.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.