AccountId: 011433970860
ContactId: 07002cfb-4cde-43c4-a7ef-23d2d3e9b2d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235509 ms
Total Talk Time (AGENT): 40344 ms
Total Talk Time (CUSTOMER): 61741 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/07002cfb-4cde-43c4-a7ef-23d2d3e9b2d0_20250429T16:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey there, my name is [PII], and I don't know maybe my phone or what you're breaking up a little bit.
[AGENT][POSITIVE] Oh, I'm sorry about that. Can you hear me OK?
[CUSTOMER][NEUTRAL] Uh, I can hear you fine. It's like I said, it sounds like you're breaking up. I can still understand you, but anyway, my name's, uh, [PII]. I'm just trying to get a status on what my disability is and why it's taking so long.
[AGENT][NEUTRAL] OK, we're just needing to check on that disability claim.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm sorry you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII], last name.
[AGENT][POSITIVE] Got you. OK, thank you so much for verifying that. Um, [PII], before we go any further, can I get a good, uh, call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, uh [PII].
[AGENT][NEUTRAL] Thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, not, not with me, I can pull it up on my phone, but.
[AGENT][NEUTRAL] Um, I can also search.
[CUSTOMER][NEGATIVE] I don't have it with me. I'm not, I'm not on the portal.
[AGENT][NEUTRAL] That's OK. I can start using your social if that's easier.
[CUSTOMER][NEUTRAL] That's fine [PII].
[AGENT][NEUTRAL] OK. Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, I'm just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Did I lose you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] Yeah, nothing.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?