AccountId: 011433970860
ContactId: f1c9ab6d-c80d-47df-bab7-37086a645bee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319920 ms
Total Talk Time (AGENT): 97110 ms
Total Talk Time (CUSTOMER): 58752 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/f1c9ab6d-c80d-47df-bab7-37086a645bee_20250624T15:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from the broker office. How are you today?
[AGENT][NEUTRAL] Just fine how are you?
[CUSTOMER][POSITIVE] Doing great thank you um I'm calling because I need to do a follow up for a claim that I submit for a customer.
[AGENT][NEUTRAL] Alright, give me 1 2nd.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Do you have the policy number of the person that you're calling in regards to?
[CUSTOMER][NEUTRAL] I have the group number.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] It is 16752.
[AGENT][NEUTRAL] Alright, give me 1 2nd.
[CUSTOMER][POSITIVE] No problem, thank you so much.
[AGENT][NEUTRAL] For CT Watch Company, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And which broke which agency are you with?
[CUSTOMER][NEUTRAL] Horizon's Insurance.
[AGENT][NEUTRAL] Right, OK, right, OK, and the name of the person that you're calling in regards to?
[CUSTOMER][NEUTRAL] So it's a dependent, so do I give you the dependent's name or the main insured?
[AGENT][NEUTRAL] The main insured.
[CUSTOMER][NEUTRAL] Um his first name is [PII] and the last name is [PII].
[AGENT][NEUTRAL] Not sure I see it. OK, let's see.
[AGENT][NEUTRAL] 60612. OK, let me get you someone from our claims department to help you with this. Um, is your callback number [PII] in case we get disconnected on transfer?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, OK, give me just one second.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. I have a transfer call. I've got a broker's office calling to check the status on a claim, and I'm just gonna tell you now I forgot to ask who the dependent was. They're calling on a dependent for this person, so I apologize.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] No, that's OK. Did we get a policy number or anything?
[AGENT][NEUTRAL] Mhm, yeah, I did get that. It's 196-0612 for [PII] something like that, and I have [PII] with Horizon Financial. She's with the broker's office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And her callback number, let me know if you're ready. Sorry, I'm talking too fast.
[CUSTOMER][POSITIVE] No, go ahead, [PII], you're good.
[AGENT][NEUTRAL] OK, OK, it's [PII].
[CUSTOMER][NEUTRAL] OK, all right, go ahead and send [PII] over [PII], yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, I'll hold on, give me one second.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, I've got a lady on the line that's gonna help you uh with that claim status, OK?
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] Alright, have a good day. Thanks for calling [PII] bye bye.
[CUSTOMER][NEUTRAL] You too.