AccountId: 011433970860
ContactId: fad3d059-f94f-406d-8f2c-2a0e8b981158
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293679 ms
Total Talk Time (AGENT): 93009 ms
Total Talk Time (CUSTOMER): 73519 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/fad3d059-f94f-406d-8f2c-2a0e8b981158_20250527T13:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi [PII] how are you today?
[AGENT][NEUTRAL] Just fine. How are you?
[CUSTOMER][POSITIVE] I'm doing well thank you.
[CUSTOMER][NEUTRAL] I'm calling regarding an employee, um, uh, what do you need to look up an employee for a group?
[AGENT][NEUTRAL] And do you have the group number?
[CUSTOMER][NEUTRAL] The group number is 21471.
[AGENT][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] Centurion Restaurant Group, [PII] with Fortune Insurance. We're the agent of record for this group.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you, thank you. Let me pull this up here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, yeah, Centurion Restaurant, OK, and who's the employee that you're calling in regards to?
[CUSTOMER][NEUTRAL] Um, yeah, wouldn't need the last four digits of your social?
[AGENT][NEUTRAL] What did you say? No, I've got their names. What was the what was the name? [PII] what?
[CUSTOMER][NEUTRAL] The name? OK. [PII] Last name is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh, there he is. [PII]. OK, I have a map. How can I help you?
[CUSTOMER][NEUTRAL] OK, uh, he, he filed, he filed a claim for some, uh, expenses that he had, uh, for, and I see it in the system there, but I just wanna know when he, when, when, how, when is he getting reimbursed and how much is he gonna get reimbursed, so.
[AGENT][NEUTRAL] OK, let me get you someone with our claims department. I can't view the claims unfortunately, but I will get someone in our claims department to help you. Did you have any other questions on the sales side?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, OK, yeah.
[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 Bricker Resources. I have a broker on the phone that's calling to check status of a claim on one of his employees into this group. I have the policy number. Oh, I did, yeah, I do. You ready?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me just a moment, whoopsies.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh my allergies are killing me.
[AGENT][POSITIVE] Oh, I know, I can, I feel you.
[CUSTOMER][NEUTRAL] OK. And what's the policy number?
[AGENT][NEUTRAL] It's 256-521-8.
[AGENT][NEUTRAL] Or [PII] or [PII].
[CUSTOMER][NEUTRAL] 521 8.
[CUSTOMER][NEUTRAL] Did he, did they verify the.
[AGENT][NEUTRAL] He, I didn't verify the, I didn't verify the insured fully. I have [PII], who's the agent, and I've got his callback number.
[CUSTOMER][NEUTRAL] Patient, you said?
[CUSTOMER][NEUTRAL] OK, what's the callback number?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] He's saying that he's calling regarding a claim that was filed and just wants the status of when it's gonna be processed.
[CUSTOMER][POSITIVE] OK, I can help with that um you can send them over.
[AGENT][NEUTRAL] OK, OK, just one second. Let me, OK, just 1 2nd.
[AGENT][NEUTRAL] Hi [PII], can you hear me?
[CUSTOMER][NEUTRAL] Yeah I hear you. What's up?
[AGENT][NEUTRAL] All right, I've got [PII] on the phone from our claims department and she's gonna help you with the status of that claim, OK?
[CUSTOMER][POSITIVE] OK, OK, OK, thank you.
[AGENT][POSITIVE] Have a great day thanks for calling APO bye bye.
[CUSTOMER][NEUTRAL] You too.