AccountId: 011433970860
ContactId: fccc6fa1-8226-4df8-b469-4205a638ea3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246429 ms
Total Talk Time (AGENT): 113779 ms
Total Talk Time (CUSTOMER): 82651 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/fccc6fa1-8226-4df8-b469-4205a638ea3f_20250404T17:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm calling from the broker office. How are you today?
[AGENT][NEUTRAL] I'm fine, how are you?
[CUSTOMER][POSITIVE] I'm doing great thank you happy Friday by the way.
[AGENT][POSITIVE] Yes, you too.
[CUSTOMER][NEUTRAL] Thank you, um, I'm gonna because I want to check the status of a claim that I submit a couple, I think like a week ago.
[AGENT][NEUTRAL] Alright, give me just a second here.
[CUSTOMER][POSITIVE] Mhm, no problem.
[AGENT][NEUTRAL] Do you have the policy number or the person that you're calling in regards to?
[CUSTOMER][NEUTRAL] Uh, the policy, yeah, I have the group number. It is 167. I'm sorry.
[AGENT][NEUTRAL] For the group number?
[AGENT][NEUTRAL] OK, what's
[AGENT][NEUTRAL] Hm. You're fine.
[CUSTOMER][NEUTRAL] 16752 CTE Watch Company mhm.
[AGENT][NEUTRAL] 52.
[AGENT][NEUTRAL] OK, let me pull that up.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, CTE watch, and what is the name of the person that you're calling in regards to?
[CUSTOMER][NEUTRAL] Um, it will be a dependent, but it's under [PII], so it will be for mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the pending is [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] [PII], is it [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and you know, OK, let's see. Oh, there they are. OK, let me pull up, let me pull up his policy. Give me just a second.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And OK, you said it was on as dependent?
[CUSTOMER][NEUTRAL] Yes, it is the spouse. It will be [PII], yes, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, OK. Do you have her date of birth?
[CUSTOMER][NEUTRAL] Yes, give me a quick second. It will be [PII].
[AGENT][NEUTRAL] OK, alright, let me, um, let me get someone from claims and they can help you with that. Do you know what the data services that you're calling in regards to?
[CUSTOMER][NEUTRAL] Yes, uh, give me a good second. That was on [PII].
[AGENT][NEUTRAL] 17 of 25 OK and the number that you're calling from is this a good callback number for you?
[AGENT][POSITIVE] [PII] OK perfect OK.
[CUSTOMER][NEUTRAL] Yes, the [PII].
[AGENT][POSITIVE] Perfect, let me get someone to help you. Hold on 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] over in Broker Resources. Hello, I have a broker named [PII] on the phone, and she's just calling to get status.
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] Um, on this customer's dependent claim that was submitted, let me give you a policy number when you're ready.
[CUSTOMER][POSITIVE] I'm ready thank you.
[AGENT][NEUTRAL] OK, it's 1960612.
[AGENT][NEUTRAL] It's for participants too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Date of birth [PII]. Data service 17-25 and her callback number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 8621735
[CUSTOMER][NEUTRAL] And I didn't catch the uh broker's name. What is her name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh yeah, thank you, OK.
[AGENT][NEUTRAL] Yeah, OK, you're ready? Hold on just a second, I'll pull her on.
[CUSTOMER][POSITIVE] I am thank you thank you.
[AGENT][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] Hi, I have [PII] on the phone and she's gonna help you with that claim status, OK?
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Mhm have a great day. Thanks for calling APO bye bye.
[CUSTOMER][POSITIVE] You too happy weekend bye bye.
[AGENT][NEUTRAL] You too bye bye.