AccountId: 011433970860
ContactId: eae3fee9-d79a-4832-bf1a-c2554a59a5fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166009 ms
Total Talk Time (AGENT): 77989 ms
Total Talk Time (CUSTOMER): 59647 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/eae3fee9-d79a-4832-bf1a-c2554a59a5fc_20250109T14:06_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] Hey, good morning, [PII]. It's [PII] at McKinley Financial. How are you?
[AGENT][POSITIVE] I'm good today. What can I do for you?
[CUSTOMER][NEUTRAL] Happy [PII]. Um, I'm calling regarding, uh, um, a claim status for one of our insured, and, um, I had reached out to customer service, but I didn't hear and they were asking again, so I wanted to check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, certainly. I can get you actually over to our claims team and they can um give you some details. Do you happen to have the policy number for the insured?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But the, the, the actual insured or the group?
[AGENT][NEUTRAL] Um, let's start with just the group.
[CUSTOMER][NEUTRAL] The group, um.
[CUSTOMER][NEUTRAL] I thought I had it in front of me. Hold on one second.
[CUSTOMER][NEUTRAL] C is house there.
[CUSTOMER][NEUTRAL] APR
[CUSTOMER][NEUTRAL] It's um 243-83.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] For city of [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and who is the insured?
[CUSTOMER][NEUTRAL] It's [PII], but it starts [PII]
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Oh OK, I see this person right here. Perfect. I'm, I'm gonna put you on a brief hold and I'm gonna get you over to claims and they should be able to give you more insight.
[CUSTOMER][NEUTRAL] OK, thanks, [PII]. Mhm.
[AGENT][POSITIVE] Oh, no problem. Hold on tight for me. Hold on.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. How are you this morning?
[CUSTOMER][POSITIVE] I'm pretty good how are you?
[AGENT][NEUTRAL] Pretty good. Um, I have got a broker's office online. Um, I was talking with [PII]. She is, she works with the broker who is Carmen Miller. Um, Group is [PII], City of [PII], and they are calling about a claim for an insured. Um, the insured is [PII].
[AGENT][NEUTRAL] Um, and policy is 2549551. Can you talk with [PII] more about the claim? OK, I'm gonna join you in.
[CUSTOMER][POSITIVE] Absolutely. Yeah, sure. Thanks.