AccountId: 011433970860
ContactId: d8c8b061-d0c0-4ce2-b4fc-5a4f59578469
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 594849 ms
Total Talk Time (AGENT): 137536 ms
Total Talk Time (CUSTOMER): 200149 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/d8c8b061-d0c0-4ce2-b4fc-5a4f59578469_20250103T21:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, is [PII] available?
[AGENT][NEUTRAL] And may I ask who's calling?
[CUSTOMER][NEUTRAL] Uh, this is [PII] at Core Insurance.
[AGENT][NEUTRAL] OK, and [PII], how can I help you?
[CUSTOMER][NEUTRAL] I, I was looking for [PII]. She, I had talked to her yesterday and I had sent over. I had faxed over claim information she was looking for, so just wanted to make sure that she got it.
[AGENT][NEUTRAL] Yeah, I can help you with that. Um, what's the, do you have the policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh let me see if I can find that.
[AGENT][NEUTRAL] For the name, the first and last name of the.
[CUSTOMER][NEUTRAL] Uh, how about uh the employee? It would be the last name is [PII]
[AGENT][NEUTRAL] Employee.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, first name [PII].
[AGENT][NEUTRAL] And [PII], you're calling from which group?
[CUSTOMER][NEUTRAL] Um, and the group that I'm calling for is [PII].
[AGENT][NEUTRAL] [PII], OK. One moment.
[CUSTOMER][NEUTRAL] I can give you the group number if you need it.
[AGENT][NEUTRAL] That'll be fine.
[CUSTOMER][NEUTRAL] 26071.
[AGENT][POSITIVE] 26071 perfect thank you.
[CUSTOMER][NEUTRAL] And we fax it over today.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Almost the [PII].
[CUSTOMER][POSITIVE] No, take your time.
[CUSTOMER][NEUTRAL] It's Friday afternoon we just wanna get through the rest of this afternoon, right?
[AGENT][NEUTRAL] Yes, I concur.
[AGENT][POSITIVE] I agree with that.
[CUSTOMER][NEUTRAL] Uh, where is your office located?
[AGENT][NEUTRAL] I'm in [PII].
[CUSTOMER][NEUTRAL] Oh, OK, so it's not too cold there.
[AGENT][NEUTRAL] It feels, well, it's a little chilly, but it's sunny, so I, I'll take that.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEGATIVE] It's freezing here in [PII] today.
[AGENT][NEUTRAL] Oh yes. Do you all get a lot of snow that way?
[CUSTOMER][NEUTRAL] We haven't they really haven't had, we got a couple inches in [PII], but we really haven't had any really big snows the last couple of years, but this year seems to be starting out really cold, so like.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know it's 30 mile an hour winds it was like 29 degrees. Oh, it was rough rough today's been rough.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And [PII], did you say that you're calling on behalf of the broker's office?
[CUSTOMER][NEUTRAL] Yeah, I'm with the broker.
[AGENT][NEUTRAL] Uh-huh, what's the email address or your email address?
[CUSTOMER][NEUTRAL] Uh my email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And who is the broker of record because I'm not showing that your email address matches.
[AGENT][NEUTRAL] Who is the
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Would there, would it be a [PII] there?
[AGENT][NEUTRAL] Yeah, that's not we're what we're showing.
[AGENT][NEUTRAL] Um, do you know who the group contact is? We may need for you to reach out to the group contact, um, because if you're not listed and your email doesn't match, we're generally not able to disclose any information.
[CUSTOMER][NEUTRAL] Oh yeah and uh.
[CUSTOMER][NEUTRAL] Uh, the group contact probably listed there, um, she just recently left at, uh, [PII]. Is it [PII]?
[AGENT][NEUTRAL] No, well, she is listed as one of the group admins.
[CUSTOMER][NEUTRAL] How about [PII]?
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Core, I don't understand why it wouldn't be either myself or [PII].
[AGENT][NEUTRAL] And I see
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Do you have the name yeah for core.
[AGENT][NEUTRAL] Um, I'm sorry, what was that, [PII]?
[CUSTOMER][NEUTRAL] I said uh I was just talking about the contact at core we're gonna probably have to switch that but I just uh is it [PII].
[AGENT][NEUTRAL] No, um, you may want to reach out to, um, one of the group admins.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, at uh at uh [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and what would that be like?
[AGENT][NEUTRAL] Or, or actually the broker's office actually.
[CUSTOMER][NEUTRAL] Well, I'm at the broker's office um with the.
[AGENT][NEUTRAL] Yeah, I know, I know, but your email will the ad it what's after the ad will usually match what's on record and it doesn't.
[AGENT][NEUTRAL] But I see where you have been speaking with [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, um, hm, I'm not sure who we have down as the admin here.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And you said that the claim was sent to us faxed over today.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, it usually takes about 24 to 48 hours to see it uploaded in in the file. I'm not seeing it in his file. Um, it's usually pretty quick, you know, I, I would allow, you know, um, maybe Monday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Checking again on Monday.
[AGENT][NEUTRAL] Mhm. Maybe late afternoon on Monday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, yeah, if we don't get it, we just wanna make we were just really wanna make sure that it got to you so.
[AGENT][NEUTRAL] I know, I know. Did you receive a confirmation when you sent it?
[AGENT][NEUTRAL] That it transmitted successfully?
[CUSTOMER][NEUTRAL] Um, I'll check and see. I didn't set it and and the corre[PII] fax number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, we will, we will check it over.
[AGENT][NEUTRAL] OK. All [PII]. Anything else, [PII]?
[CUSTOMER][NEUTRAL] I think I just got something from uh hold on from you guys hold on a second.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, this is something else this is something different, OK.
[CUSTOMER][POSITIVE] Alrighty um.
[CUSTOMER][NEUTRAL] I guess uh we'll wait until Monday and we'll try again.
[AGENT][POSITIVE] OK. All righty, that sounds good.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye now.
[AGENT][NEUTRAL] Bye bye.