AccountId: 011433970860
ContactId: d801efc2-00f3-475c-b5cf-1a6eba21cb04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74879 ms
Total Talk Time (AGENT): 24604 ms
Total Talk Time (CUSTOMER): 56180 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/d801efc2-00f3-475c-b5cf-1a6eba21cb04_20250204T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], it's [PII]. Oh, why are you, oh girl. OK, I transferred it to the hospital and I was trying to get one of the examiners on this call with us. Nope, I didn't select the right thing on the, on the menu.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Or maybe it just rolled to me.
[CUSTOMER][NEUTRAL] Um, no. I mean, I selected the hospital indemnity queue because it's still on our, hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But reme
[AGENT][NEUTRAL] But we get their calls now.
[CUSTOMER][NEUTRAL] I thought that if we had an issue where we needed to speak to an ex, an examiner, we selected whatever that other thing [PII] said. I just didn't do that.
[AGENT][POSITIVE] I think the claim support the claim support.
[CUSTOMER][NEUTRAL] Yeah, that's what I'm saying when I went through AWS I just transferred it like I would always to get one of them on the line. So that's how I ended up with you. Let me, I haven't tried transferred to call until now.
[AGENT][NEUTRAL] Yeah, but did you transferred to claim support?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] I think it goes to claim support because um it's.
[CUSTOMER][NEGATIVE] Right, it's where it's supposed to go, which is what I was saying, that's not what I even selected. No, I, no, I did just like always since I haven't transferred anybody. OK, thank you, girl. Bye.
[AGENT][NEUTRAL] You didn't hit claim support got it OK OK.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] Got it. OK. Bye.