AccountId: 011433970860
ContactId: 0c2f1e81-5fdd-42b3-8188-90b6dc1b0036
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 56580 ms
Total Talk Time (AGENT): 40230 ms
Total Talk Time (CUSTOMER): 23378 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/0c2f1e81-5fdd-42b3-8188-90b6dc1b0036_20250116T14:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey, Ms. [PII], this is [PII] on the care team. How are you doing?
[AGENT][POSITIVE] I'm doing great.
[CUSTOMER][NEUTRAL] Can you look at this disability claim with me? I don't know, uh, he's asking for an update, but
[AGENT][NEUTRAL] OK, what's the policy number? I can tell.
[CUSTOMER][NEUTRAL] I don't know what to tell them. It's, it's 218-886-2, sorry.
[AGENT][NEUTRAL] That's fine. This is Mr. I'm waiting on the, I'm trying to get this process assessed now, telling me it will be processed today, you know, benefits will be processed after the [PII] of each month, uh huh, and I'm working on it now. Uh, it would have been processed, but I had to wait the bill and roll the premium back but I can waive this premium. That was the hold up but looked like they don't did it, so tell them that we're working on the [PII] of the month, uh, benefits today. That's all you guys tell them, OK.
[CUSTOMER][NEUTRAL] 15, uh-huh.
[CUSTOMER][POSITIVE] OK. All righty. Thank you, Ms. [PII].
[AGENT][POSITIVE] OK. You're welcome. All right. Bye-bye. Bye.
[CUSTOMER][NEUTRAL] All right, bye bye.