AccountId: 011433970860
ContactId: f462a126-306b-4f65-9847-e2ec6c142634
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83339 ms
Total Talk Time (AGENT): 36331 ms
Total Talk Time (CUSTOMER): 26746 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/f462a126-306b-4f65-9847-e2ec6c142634_20250409T21:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Mars McClennon Agency. Are you able to help me with checking on the status of a claim for one of our groups and members?
[AGENT][NEUTRAL] Um, I, I.
[AGENT][NEUTRAL] I can't, yeah, I, I'm so sorry. I can't do claims, but I can get you connected to claims.
[CUSTOMER][POSITIVE] That's perfect. I thought I may have called the wrong number.
[AGENT][NEUTRAL] Oh no, that's OK, not a problem, um.
[CUSTOMER][POSITIVE] If you, if you don't, you don't mind transferring me, that'd be great.
[AGENT][NEUTRAL] I will definitely do that. Can you, what type of claim is it?
[CUSTOMER][NEUTRAL] It is an accident claim.
[AGENT][NEUTRAL] OK, give me just a second.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Yes, this is [PII] over in Broker Resources. I have a broker on the line, um, that meant to call claims and so um I'm just going to transfer her on over to you if that would be OK.
[CUSTOMER][POSITIVE] Yeah, that's great. No problem.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Thank you.