AccountId: 011433970860
ContactId: f8c52e09-7560-4885-8ec0-aafc75089188
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343869 ms
Total Talk Time (AGENT): 98224 ms
Total Talk Time (CUSTOMER): 74279 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/f8c52e09-7560-4885-8ec0-aafc75089188_20250509T14:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], do you guys have a um claims department or something?
[AGENT][NEUTRAL] No, we do not. This is an insurance company.
[CUSTOMER][NEUTRAL] So I'm calling from the broker's office to confirm if the claim is on file.
[AGENT][NEGATIVE] Oh, I thought you said a police department and I was like no.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Um, so you're just wanting the claims department?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what group are you calling in reference to?
[CUSTOMER][NEUTRAL] Financial design. My name is Annay.
[AGENT][NEUTRAL] On job.
[AGENT][NEUTRAL] Design.
[AGENT][NEUTRAL] OK, and do you by chance know the group number on that? If not, I can look it up.
[CUSTOMER][NEUTRAL] Uh, the group number for the, oh,
[CUSTOMER][NEUTRAL] The, the, the group that the member is with is Frost Administrative Services.
[CUSTOMER][NEUTRAL] Hold on just a moment, [PII].
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, I'm so sorry about that. Um, you want?
[AGENT][NEUTRAL] Are you OK.
[AGENT][NEUTRAL] So I was able to find everything, um, but I was just curious, what is your relation with the agent or the financial design?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So, I work at financial design. I work with the broker's office.
[AGENT][NEUTRAL] OK, are you like an assistant? Are you like an account manager, um, just, just I have to know since we are discussing about the group.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No,
[CUSTOMER][NEUTRAL] A claims coordinator. It's OK.
[AGENT][NEUTRAL] Claims coordinator. OK, perfect, um, and let me put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you, [PII].
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] MPLI.
[AGENT][NEUTRAL] 2340.
[CUSTOMER][NEUTRAL] Currently no agents staffed. Goodbye.
[CUSTOMER][NEUTRAL] I know agent staff. Goodbye.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with Broker Resources. How are you doing?
[CUSTOMER][POSITIVE] Hey [PII] I'm good how you doing?
[AGENT][NEUTRAL] Good, um, I have, I think her name is [PII] from Financial Design, um, and she's calling in regards to Frost Administrative Services, um, group number 21,340, um, and she is with Medlik, but when I tried to call Medlik claims, I called them twice and they said that there was no representative available, um, and I was curious if you would be able to, um, discuss Medlik.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In terms of like is it like a particular policy or they have a claim?
[AGENT][NEUTRAL] Claim
[AGENT][NEUTRAL] Um, she is the claims coordinator, so I believe she will be discussing the claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, sure.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Let me put you on a brief hold and then I'll join you guys together.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hi, this is [PII] with um the care team. Is this [PII]?
[CUSTOMER][NEUTRAL] Anarchy, yes.