AccountId: 011433970860
ContactId: e0a429f9-6cb4-4542-929e-efe414bcdf09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189479 ms
Total Talk Time (AGENT): 85932 ms
Total Talk Time (CUSTOMER): 55208 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/e0a429f9-6cb4-4542-929e-efe414bcdf09_20250321T14:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I am calling from the broker's office and I'm calling on a complaint for one of our clients, please.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and can you give me a group number or policy number?
[CUSTOMER][NEUTRAL] Yeah, yes, the group number, it's the group uh is has termed now, but the group number was 15692.
[AGENT][NEUTRAL] OK. Let me look that up and then I'll have you give me the insured's name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The group is Marshaun International Training.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That is absolutely right.
[AGENT][NEUTRAL] OK, and who are we looking for today?
[CUSTOMER][NEUTRAL] Uh, her name's, uh, [PII]. I, I think it's on there. I, do you need her social or the last name?
[AGENT][POSITIVE] Last name is great.
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, I got her right here. Is it [PII]?
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] OK, let's see her last policy.
[AGENT][NEUTRAL] OK, I've got it pulled up here. um, in order to give you any claims information, um, uh, I can get you over to our claims team and they're gonna be able to share, um.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] All the details with you, but can you verify her last four of her social?
[CUSTOMER][POSITIVE] Yes, it is, uh, hang on, I got it right here.
[CUSTOMER][NEUTRAL] Let's see, let me see is [PII].
[AGENT][POSITIVE] Perfect, that's what I've got as well so I'm gonna put you on a brief hold and I'm gonna get you over to our claims team.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Thanks, hold on.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. How are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][POSITIVE] Pretty good. Um, I have got a broker's office online and they are calling about a claim for an insured, um.
[AGENT][NEUTRAL] The insured is [PII].
[AGENT][NEUTRAL] Sir [PII] and her policy is 182.
[AGENT][NEUTRAL] 23 or let's see, 182-3316, sorry.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's a claim for her, um, and they did uh, [PII] did verify the last four of her social. Can you, can you speak with her?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thanks, [PII].
[CUSTOMER][POSITIVE] You're welcome.