AccountId: 011433970860
ContactId: cde6e7a2-e057-4114-bcf2-8a996b0bfe37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306880 ms
Total Talk Time (AGENT): 101339 ms
Total Talk Time (CUSTOMER): 139466 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/cde6e7a2-e057-4114-bcf2-8a996b0bfe37_20250423T20:59_UTC.wav
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[CUSTOMER][NEUTRAL] Hey, it's [PII].
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII], uh, APL agent extraordinaire. How are you?
[AGENT][POSITIVE] Hey doing good how are you?
[CUSTOMER][NEUTRAL] Yeah, not too bad. Hey [PII], I'm checking on a claim. I probably can get the the person's date of birth tomorrow morning. I just, I helped this, uh, Aon agency out and there seems to be a miscommunication where the um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like an e or employee navigator didn't have the family on so uh [PII], um, and [PII] and [PII], you know, reinstated the whole family, um, so let me just give you the policy. I know it's like [PII] at the [PII], but it's policy number 2339235.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So 233 I'm sorry 233-9235 and it's for [PII].
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Can you look in your crystal ball, um, just, just to see if [PII] reinstated the policy and there's like according to the email that the broker is saying like there's 3 claims that are should be in process.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I see. OK.
[CUSTOMER][NEUTRAL] I just wanna see if there's anything.
[AGENT][NEUTRAL] Bear with me just a moment.
[CUSTOMER][POSITIVE] Yeah it's all good.
[AGENT][NEUTRAL] OK, so as of this particular moment, [PII], I'm showing that I do see, um, of course, [PII] and [PII], um, under this policy. Those are the only ones um and the uh policy is currently terminated, um, as of [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, termed OK.
[AGENT][NEUTRAL] And I don't see any
[CUSTOMER][NEUTRAL] Alright and uh.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] You don't see anything in the, you don't see anything in the wheelhouse or anything in process.
[AGENT][NEUTRAL] No, the last thing I see um was that as this was on [PII], that it was corrected to, uh, family coverage, um, you know, I'm going to look for good measure. Give me just a moment. I wonder if there's a new policy number.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] No, there's not, um, so as of [PII], that's where I see that this information was changed, but I guess the.
[AGENT][NEUTRAL] Paid to date or something like that there's something going on there.
[AGENT][NEUTRAL] Do you want me to try to get you to [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's it's uh
[CUSTOMER][POSITIVE] Yeah, you can put me here to [PII]. I, I'll give it a shot. She's always so a pleasant person. I appreciate it. Yeah, just tell her [PII]. Sure, thanks.
[AGENT][NEUTRAL] OK, let me see, sure.
[AGENT][NEUTRAL] Yeah, let me see if she's available.
[AGENT][NEUTRAL] Yeah, definitely give me just a moment I'm just gonna put you on a hold. I'll get right back with you.
[CUSTOMER][POSITIVE] Sure, yeah, I get you thanks.
[AGENT][POSITIVE] Alright thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], sorry about that wait are you still with me?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, so it doesn't look like she's available right now she might have already gone home for the day, um, so.
[CUSTOMER][NEUTRAL] Yeah, I can't blame her. Alright, we'll just test we'll just do it tomorrow. I'm, I'm ready for a drink and not even drink, but um, it's just, yeah.
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] I, I know what you mean. Been one of those days, um, if you would like though, I can send her a message, uh, with a callback number of yours to just have her give you a call.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] No, no, no, no, I'll call her in the morning. I, I won't forget because the broker already emailed everybody and their sister on this email thread for a lousy 500 bucks. They should just, I mean, honest to God, that's what it is. It's such a cheap meddling product. You should just take it out of his own pro, uh, you know, for the uh for the amount I'm just saying for, you know, it's like, yeah, I know, I know for 500 bucks you should just be done with it. OK, alright, I appreciate it thanks so much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] No, I get it. I get it.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Alright, no problem, [PII], have a good night.
[CUSTOMER][POSITIVE] Alright good thanks bye.
[AGENT][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] Bye.