AccountId: 011433970860
ContactId: fcea57bd-aa40-48e6-b0d7-9622eab8f894
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132089 ms
Total Talk Time (AGENT): 69977 ms
Total Talk Time (CUSTOMER): 64577 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/fcea57bd-aa40-48e6-b0d7-9622eab8f894_20250410T20:02_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], um.
[CUSTOMER][NEUTRAL] I'm trying to get to the disability department, uh.
[CUSTOMER][NEUTRAL] Is this the disability department?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mm this is the care team um we're the first point of contact before we, we go to other departments. How can I, yes, ma'am, um, can I please.
[CUSTOMER][NEUTRAL] OK, I thought so.
[CUSTOMER][NEUTRAL] Send over. OK.
[CUSTOMER][NEUTRAL] So, um, I have an insured on the line. The, let me give you the policy number, 258.
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 3002.
[AGENT][NEUTRAL] OK, and what is your name please?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] This is [PII] in claims.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I'm in the claims department.
[AGENT][NEUTRAL] OK, OK, you sounded like a provider there for a minute, and I was like wasn't really sure.
[CUSTOMER][NEUTRAL] Oh, OK. OK. Yeah.
[AGENT][NEUTRAL] OK. So, [PII], um, now,
[AGENT][NEUTRAL] We click on claims support when we need to transfer to claims. It doesn't have the individual um queues anymore.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you would need to go, um, you can get off of me and then do your drop down and click on claim support.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK hold on let me see.
[CUSTOMER][NEUTRAL] Claim support.
[CUSTOMER][NEUTRAL] And that's gonna go, who am I gonna get? Is it gonna be disability claims or is that gonna come?
[AGENT][NEUTRAL] You're gonna
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Whoever is
[CUSTOMER][NEUTRAL] Cause I'm in medical. I'm in Medlink.
[AGENT][NEUTRAL] Right, right. Whoever answers that has been trained with all the different um.
[CUSTOMER][NEUTRAL] Oh got it OK.
[AGENT][NEUTRAL] Types of insurance that we have.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, they're making big changes.
[CUSTOMER][NEUTRAL] Oh, did they go with this? Did I miss something? Yeah, I mean, when did they, did they tell us? I'm gonna have to check with [PII] was like, I, I'm like, I'm always like, did I not get the memo? What happened? OK. So claim support is what I'm looking for.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. OK. I'll do that.
[AGENT][NEUTRAL] And that, and anybody there should be able to help you with your disability claim.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh OK, thank you for.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.