AccountId: 011433970860
ContactId: e1de4aa9-82cd-4d4f-9931-75b881e3ba0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367190 ms
Total Talk Time (AGENT): 162767 ms
Total Talk Time (CUSTOMER): 127228 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/e1de4aa9-82cd-4d4f-9931-75b881e3ba0a_20250121T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I needed to speak with somebody in the claims department. Is there a way that you could transfer me over there?
[AGENT][NEUTRAL] Yeah, can I get a bit more information um from you? Do you have a claims number or anything that I can
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hm, I don't have a claims number, but I do have the member's information where she works, uh, I could pull up a policy number probably um.
[AGENT][NEUTRAL] Pass along to him.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, what's the policy number?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Do do do do.
[CUSTOMER][NEUTRAL] The group's policy number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Her employer's policy number is 25141.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the um insured's name?
[CUSTOMER][NEUTRAL] Her last name is [PII] and her first name is [PII], [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] Mhm. My name's [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Give me just a second because they're gonna ask if I verified that this person is insured with us, so give me just a second.
[CUSTOMER][NEUTRAL] And I can log in and give you her personal policy number.
[AGENT][NEUTRAL] Uh, let me see if I can.
[AGENT][NEUTRAL] Let me see if I can find it first and then.
[AGENT][NEUTRAL] And is the group Anderson County, South Carolina?
[CUSTOMER][NEUTRAL] It is. Mhm.
[AGENT][NEUTRAL] OK, and then let's see [PII] get to my Ss.
[AGENT][NEUTRAL] Was it for she's got a few, is it for Medlink or?
[AGENT][NEUTRAL] For her accident, OK.
[CUSTOMER][NEUTRAL] It should be the accident policy. mhm mhm she's tried to file a claim last year and and APL said we need this and so she got it to him and apparently they hadn't paid and of course I don't know that's why I'm calling because I don't have privy to claims information but yeah it should be for an accident claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So 23.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] 234 30.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold and I'm gonna get you over there, OK?
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] And, and, and.
[AGENT][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[AGENT][NEUTRAL] Hey [PII], it's Morgan Webb and Broker Resources. How are you?
[CUSTOMER][POSITIVE] I'm great. How are you doing?
[AGENT][NEUTRAL] I'm well. I have somebody on the phone who needs help with a claims an accident claim. Can you give her a hand?
[AGENT][NEUTRAL] I've got some information to give you.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh OK, did you not call the accident cue or did they ring to me?
[AGENT][NEUTRAL] Oh, I don't know. Maybe I didn't.
[AGENT][NEUTRAL] Oh, maybe I just didn't do the correct one.
[CUSTOMER][NEUTRAL] That um
[CUSTOMER][NEUTRAL] Uh, it would be the um hospital indemnity slash accident.
[AGENT][NEUTRAL] OK, let me, OK.
[AGENT][NEUTRAL] OK, let me hang up
[CUSTOMER][NEUTRAL] Did you, did you see that one?
[AGENT][NEUTRAL] Well, I don't know if I can see it with us together like if we're still so I might have to hang up.
[CUSTOMER][NEGATIVE] OK, because I would hate to take the call and then have to send them over there because there's not much I can do.
[AGENT][NEGATIVE] Send her back.
[AGENT][POSITIVE] OK, OK, thank you. Let me see if I can get over there.
[CUSTOMER][POSITIVE] You're welcome. OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Bringing.
[CUSTOMER][POSITIVE] Thank you for calling APO this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's Morgan Webb and Broker Resources. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm well. I have a, um, [PII] with the broker's office on the phone. She has a question about um [PII]'s accident claim, and I do have her policy number that she's um calling on.
[AGENT][NEUTRAL] I guess there's been some like back and forth and we haven't paid the claim yet so she has some questions.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] It's 234.
[AGENT][NEUTRAL] 3037.
[CUSTOMER][NEUTRAL] OK, do you have [PII]'s callback number?
[AGENT][NEUTRAL] I do. It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let me get her pulled up real quick. Give me just a second.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Do you know which climate is?
[AGENT][NEUTRAL] Um, she just said it was an accident claim.
[CUSTOMER][NEUTRAL] OK, because the all.
[AGENT][NEUTRAL] She said it was from last year.
[CUSTOMER][NEUTRAL] We made a payment on [PII].
[AGENT][NEUTRAL] Oh, you did. Maybe she just needs to know that, or maybe
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It was direct deposit.
[AGENT][NEUTRAL] Do you want to tell her or do you need to? OK, OK, let me join you all.
[CUSTOMER][POSITIVE] Yeah, I can tell her that's not a problem.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII], are you still with me?
[CUSTOMER][NEUTRAL] I am.
[AGENT][POSITIVE] Thanks for holding. I have [PII] on the phone for you and she'll take it from here OK?
[CUSTOMER][POSITIVE] Perfect, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too. Hey, [PII], it's [PII] in the claims department. How are you?