AccountId: 011433970860
ContactId: f6a18045-fd6e-4fd8-815a-5a4b6a4275ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386640 ms
Total Talk Time (AGENT): 99440 ms
Total Talk Time (CUSTOMER): 68699 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/f6a18045-fd6e-4fd8-815a-5a4b6a4275ca_20250505T18:33_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the broker's office. I was calling to see if someone can help me follow up on a claim for one of our members.
[AGENT][NEUTRAL] Sure, let me just bring up. Give me one second.
[AGENT][NEUTRAL] Do you have the group the number for the group?
[CUSTOMER][NEUTRAL] Yes, it's 206-91.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For Thorton Construction.
[AGENT][NEUTRAL] and what's the name of the employee?
[CUSTOMER][NEUTRAL] Um, first name is [PII].
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] And last name it's [PII]. It's [PII]
[AGENT][NEUTRAL] [PII] there he is for a gap policy. OK, let's see, policy number 19054.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The claim is actually for his wife.
[AGENT][NEUTRAL] On his wife, OK, perfect. Let me pull up this policy. I'll have to get you over to claims department, but let me just verify all the information so you don't have to repeat everything when you go over.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so his wife [PII]. Do you have her date of birth?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I do not, but I can get it for you.
[AGENT][NEUTRAL] They're gonna ask you for that so if I can verify all that and it'll you won't have to re verify it.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so her date of birth is [PII].
[AGENT][NEUTRAL] OK, and hold on one second.
[AGENT][POSITIVE] Good
[AGENT][NEUTRAL] I can.
[AGENT][NEUTRAL] And then can you verify their mailing address?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK perfect let me get our clients department on the line. Give me just one second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Deferring
[CUSTOMER][POSITIVE] This is easy.
[AGENT][NEUTRAL] Hi, this is [PII] over Broker Resources. I have a broker's office on the phone trying to check the status on a claim. Can you help on a gap policy?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, the policy number is 1419054.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] OK. And who's the patient?
[AGENT][NEUTRAL] The patient is [PII]. Date of birth [PII]. I forgot to ask her for the data service. Um, that's who she's calling on, and it's, and it's, it's [PII] with the broker's office and her call callback number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, you can send her over. Thank you.
[AGENT][POSITIVE] OK, alright, thank you so much. Just one second, I'll pull her in.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] I've got [PII] on the line and she's gonna help you with this that claim status, OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Thank you you have a great day thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] You too.