AccountId: 011433970860
ContactId: 139e1068-4b07-47d6-b948-2f178cb417bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132759 ms
Total Talk Time (AGENT): 65908 ms
Total Talk Time (CUSTOMER): 45547 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/139e1068-4b07-47d6-b948-2f178cb417bb_20250305T15:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling about the status of my disability claim.
[AGENT][NEUTRAL] OK, I can help you with the status of the claim, sir. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][NEUTRAL] OK, Mr. [PII]. What is your policy number?
[CUSTOMER][NEUTRAL] 2444566.
[AGENT][NEUTRAL] I'm sorry, can you repeat that? 24445?
[CUSTOMER][NEUTRAL] 66.
[AGENT][NEUTRAL] 66 OK let me look that up real quick.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] OK, thank you very much and if we get disconnected is that phone number that you just verified for me um a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][POSITIVE] OK, thank you, sir.
[AGENT][NEUTRAL] OK, I am showing that your claim is still in process.
[CUSTOMER][NEUTRAL] Oh is that what it is?
[AGENT][NEUTRAL] Yes, sir, they're processing it.
[CUSTOMER][NEUTRAL] Oh, OK, I didn't, I didn't know what pending. I guess all of it just means processing then. OK, just curious.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, yes, I understand.
[CUSTOMER][NEUTRAL] You know it's been so long.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Right. If, and is there anything else that Mr. [PII] and I can help you with before we go?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Now you help me understand I guess pending being processed, thank you.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK thank you appreciate it.
[AGENT][POSITIVE] OK, you're very welcome, sir. I hope you have a great day and thank you for calling APL.