AccountId: 011433970860
ContactId: 0a31c6fc-868b-42a1-bea1-1108e5613d6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255690 ms
Total Talk Time (AGENT): 88663 ms
Total Talk Time (CUSTOMER): 55695 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/0a31c6fc-868b-42a1-bea1-1108e5613d6f_20250613T19:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am, I was calling. I'm trying to pull up the.
[CUSTOMER][NEUTRAL] Um, insurance number right quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] 2495024
[CUSTOMER][NEUTRAL] And I have a confirmation number also.
[AGENT][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, give me just a moment.
[AGENT][NEUTRAL] And is [PII] with you so that I can get an authorization to speak with you on his behalf?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] They need authorization. Yes, authorizations.
[AGENT][NEUTRAL] Is it alright for me to speak uh to [PII] on your behalf?
[CUSTOMER][POSITIVE] Yes ma'am, it's OK.
[AGENT][POSITIVE] Right, thank you so much.
[AGENT][NEUTRAL] And [PII], I do just want to let you know that this is um just for the one time if you would like um you can fill out a third party authorization form um so that you won't have to keep doing this every time you call uh but just to let you know that this is just a one-time authorization, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, can you verify, uh, [PII]'s, uh, date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and um,
[AGENT][NEUTRAL] You're wanting claim status, correct? Do you have the claim number?
[CUSTOMER][NEUTRAL] Yes, do you want the confirmation number or you want the claim number?
[AGENT][NEUTRAL] The claim number please, ma'am.
[CUSTOMER][NEUTRAL] 2495024
[AGENT][NEUTRAL] OK, that's not the claim number that we have uh let me see.
[AGENT][NEUTRAL] But it is in regards to his disability claim, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It looks like we are still waiting for medical records. We requested those. Uh, let me see when we requested them.
[AGENT][NEUTRAL] It looks like we requested medical records from your doctor on the [PII] and we're still waiting to get the, we're still waiting for those records.
[CUSTOMER][NEUTRAL] OK, so is that the only thing y'all waiting on?
[AGENT][NEUTRAL] Yes, ma'am, that looks like it's the only thing we're waiting for.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] OK, is there anything else I can help you with until then?
[CUSTOMER][NEUTRAL] Well, I just
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I think that's it.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye.