AccountId: 011433970860
ContactId: e439af64-85dd-45e5-9de3-939e0824ff0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197740 ms
Total Talk Time (AGENT): 73291 ms
Total Talk Time (CUSTOMER): 57435 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/e439af64-85dd-45e5-9de3-939e0824ff0d_20250213T18:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, yeah, uh, [PII], I'm sorry, this is [PII] with Aris Group. How are you?
[AGENT][NEUTRAL] I'm fine, [PII] how are you?
[CUSTOMER][POSITIVE] Good. I thought I was calling into the claims number.
[AGENT][POSITIVE] Oh, OK. I can, I can get you over there.
[CUSTOMER][NEUTRAL] I, I, I was checking on, OK, I'm sorry, I was checking on, uh, Julie Tackets and then to see if, um, Cassandra submitted anything more so.
[AGENT][NEUTRAL] OK, and what group is this for?
[CUSTOMER][NEUTRAL] Ohio marijuana.
[AGENT][NEUTRAL] OK, just one moment.
[AGENT][NEUTRAL] Is this still for the accident policy?
[CUSTOMER][NEUTRAL] Yeah, under Cassandra's and then Julie Tackett is the critical illness policy.
[AGENT][NEUTRAL] OK. All right. Um, let me get you over, I'm gonna get you over to our accident department first and then if, if they can't help you on the critical illness, they'll get you over to the critical illness team, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][NEUTRAL] All right, [PII], just one moment, please.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm doing fine. Um, I have got a broker calling on a claim and I didn't see a quick connect for the accident department, so I don't know if you can take this or not.
[CUSTOMER][NEUTRAL] Hey it's an accident policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I'll do my best.
[AGENT][NEUTRAL] OK. Um, the policy number that she's calling about, and this has been an ongoing situation, um, it's for [PII].
[AGENT][NEUTRAL] The policy number is 024.
[AGENT][NEUTRAL] 35154.
[CUSTOMER][NEUTRAL] OK, if it would help if I pulled up the right policy number.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] You got her pulled up?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, it's her name is [PII]. She's with the ES group and
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I, it's, there's a lot in the file I'm sure.
[CUSTOMER][POSITIVE] Oh goodness. OK. It's on [PII], her name's [PII].
[AGENT][NEUTRAL] Mhm, she's with the broker's office.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][POSITIVE] All right. Thank you. Bye.
[CUSTOMER][POSITIVE] You're welcome bye.