AccountId: 011433970860
ContactId: 0f4efa9e-bddd-4c0c-b5b6-87a9b0c58a53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153520 ms
Total Talk Time (AGENT): 38594 ms
Total Talk Time (CUSTOMER): 60035 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/0f4efa9e-bddd-4c0c-b5b6-87a9b0c58a53_20250110T19:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling A. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is, yeah, I just wanted to verify that um the paperwork was received with regards to my continuation of benefits claim.
[AGENT][NEUTRAL] OK, I can help you with that. Can I get a callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Is it possible just to verify that?
[CUSTOMER][NEUTRAL] Sure it's uh [PII].
[CUSTOMER][NEUTRAL] And I don't have a policy number on me, but my social security number is [PII].
[AGENT][NEUTRAL] Hold on one second, let me, let me get to that for you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sure, you bet.
[CUSTOMER][NEUTRAL] So sorry.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] Is [PII] last name [PII].
[AGENT][NEUTRAL] And for which policy was this for?
[CUSTOMER][NEUTRAL] Or disability.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] Can you verify your date of birth?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Your address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And lastly, your email address.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], thank you for that. You said you want to if we receive some paperwork that you sent in.
[CUSTOMER][NEUTRAL] Yeah, I just wanna verify that all 3 all 3 pages came through.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, sir, they did.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate that.
[AGENT][POSITIVE] No problem, Mr. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, I appreciate it thank you so much take care have a good weekend.
[AGENT][POSITIVE] No problem, thanks for calling you as well and thanks for calling APL.
[CUSTOMER][POSITIVE] OK thank you.
[CUSTOMER][NEUTRAL] Bye bye.