AccountId: 011433970860
ContactId: e8d0e885-b051-4e11-9e77-36b990bb268a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243059 ms
Total Talk Time (AGENT): 98560 ms
Total Talk Time (CUSTOMER): 62315 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/e8d0e885-b051-4e11-9e77-36b990bb268a_20250605T19:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. I'm calling from the broker's office regarding a member, and I just need to know how much that he has satisfied for this year, um, the out of pocket or the deductible and the maximum.
[AGENT][NEUTRAL] OK, um, I'll probably have to get you over to the claims department. What broker are you with or agency?
[CUSTOMER][NEUTRAL] Brown, brown and brown.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] And then what was the individual, do you have a policy number or a name?
[CUSTOMER][NEUTRAL] I have, yeah, well, um it's, you need to spell it. It's N Z [PII]
[CUSTOMER][NEUTRAL] And the last name is [PII]
[AGENT][NEUTRAL] OK, give me just a second, let me just verify on my side.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hold on just a second.
[AGENT][NEUTRAL] Yeah, OK, um, what is the last, do you have the last four of the social or?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes I, I do.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. Let me just grab.
[AGENT][NEUTRAL] Hold on just a
[AGENT][NEUTRAL] OK, I have them verified. Let me get you over to the claims department and then they should be able to help you, OK?
[CUSTOMER][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] That like
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[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.
[AGENT][NEUTRAL] I'm gonna botch this name [PII] from Brown and Brown. Um she's with the broker's office and she is calling in regards to policy number 2483067. I've already verified um.
[AGENT][NEUTRAL] The social and everything she is just asking how much and like basically how much has been paid out to this individual.
[AGENT][NEUTRAL] Do you mind helping
[CUSTOMER][NEUTRAL] Which part is it?
[AGENT][NEUTRAL] Uh, Medlink, is that what you said?
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][NEUTRAL] I mean, no, which part meaning which which dependent, which person?
[AGENT][NEUTRAL] Um, so the first I'm gonna have to spell the name for you it's [PII].
[AGENT][NEUTRAL] ER
[AGENT][NEUTRAL] [PII] is the first name.
[AGENT][NEUTRAL] And then the last name is [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, yeah, and then the phone number, um, for the call back is [PII].
[CUSTOMER][POSITIVE] Alright, I'm ready.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This is [PII] with APO claims department. How are you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] from