AccountId: 011433970860
ContactId: 062c5a15-0db7-4463-bc35-da22d492b232
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191550 ms
Total Talk Time (AGENT): 71845 ms
Total Talk Time (CUSTOMER): 48389 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/062c5a15-0db7-4463-bc35-da22d492b232_20250610T18:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, I'm getting short term disability and I have a question regarding my payment.
[AGENT][NEUTRAL] OK. And your name is and the policy number?
[CUSTOMER][NEUTRAL] Um my name is [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, give me one moment. And you say your last name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Miss [PII], verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, my, what else did you, oh, my email is [PII] and what was the other thing?
[AGENT][NEUTRAL] Uh, date of birth.
[CUSTOMER][NEUTRAL] My birth date is [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. Give me one moment, please.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, I show your policy term with us on [PII].
[CUSTOMER][NEUTRAL] Yeah, no, I'm on disability right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] So you have to contact.
[AGENT][NEUTRAL] Fidelity, and they'll be able to assist you to verify who you have a disability policy with now and I can give you their phone number.
[CUSTOMER][NEUTRAL] Colonial
[AGENT][NEUTRAL] Well, ma'am, this is APL.
[CUSTOMER][NEUTRAL] Colonial.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I'm sorry, I don't have their phone number.
[CUSTOMER][NEUTRAL] What's APL?
[AGENT][NEUTRAL] Um, you had a policy with us until [PII] of last year, but I guess your group switched to colonial.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, I am so sorry.
[AGENT][NEUTRAL] No, no, you're fine. It, it happens, um.
[AGENT][NEUTRAL] Let see. Was there anything else I can assist you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, but thank you for helping bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day.