AccountId: 011433970860
ContactId: db9e979a-1cf8-4f7d-92f5-d029fff7e666
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252750 ms
Total Talk Time (AGENT): 84677 ms
Total Talk Time (CUSTOMER): 59960 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/db9e979a-1cf8-4f7d-92f5-d029fff7e666_20250327T15:59_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and I'm with an insurance agent. I was wondering if I could speak with [PII].
[CUSTOMER][POSITIVE] Um, she's been helping me with the issue that we had with the member's claim.
[AGENT][NEUTRAL] OK. You said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII], mhm.
[CUSTOMER][NEUTRAL] And it's regarding [PII].
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] She'll probably know.
[AGENT][NEUTRAL] What's [PII]'s policy number?
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 022 03757
[AGENT][NEUTRAL] And you're the, you're calling from the group or you're a broker?
[CUSTOMER][NEUTRAL] Broker
[AGENT][NEUTRAL] Thank you. And could you verify [PII], um, you gave me his full name. Can you verify his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] See what [PII] you were speaking to because we have multiple [PII].
[CUSTOMER][NEUTRAL] [PII], the supervisor [PII].
[AGENT][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Hey.
[AGENT][NEGATIVE] [PII] is not a supervisor.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh well they told me she was when they ran they told me they were transferring me to the claims supervisor.
[AGENT][NEUTRAL] Her name is, the supervisor's name is [PII].
[AGENT][NEUTRAL] Was it [PII], but let me look in the notes to see who you were speaking to.
[AGENT][NEUTRAL] Like [PII].
[AGENT][NEUTRAL] May I place you on a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], how you doing?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm great thanks for asking. This is [PII] Claims. I have someone on the phone by the name of [PII]. She's requesting to speak to you on behalf of a client, a policy or a claim for one of their, um, members. She's a broker.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK and you said it's [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's that policy y'all?
[AGENT][NEUTRAL] 2203757
[CUSTOMER][NEUTRAL] Uh, let's see here.
[AGENT][NEUTRAL] Let me let her know that I'm gonna transfer her. I'll be right back.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Hello, [PII].
[AGENT][NEUTRAL] So I have [PII] on the phone. What's your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. 01 moment.
[AGENT][NEUTRAL] To see if she's ready.
[AGENT][NEUTRAL] Did you pull up the policy, [PII]?
[CUSTOMER][POSITIVE] Yes I have it I know exactly what she's talking about.
[AGENT][NEUTRAL] Alright, so let me transfer her to you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Hello, [PII]. I'm gonna transfer you to [PII]. Thanks for calling APL and have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Goodbye.
[CUSTOMER][POSITIVE] You too thank you.