AccountId: 011433970860
ContactId: 175a1b40-47dc-44f3-b40f-d768318fdbc5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166440 ms
Total Talk Time (AGENT): 62197 ms
Total Talk Time (CUSTOMER): 67283 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/175a1b40-47dc-44f3-b40f-d768318fdbc5_20250528T16:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I was just talking to somebody and we got disconnected. Uh, my name is, uh, [PII].
[CUSTOMER][NEGATIVE] I received a letter, but I'm not understanding some of the words in it.
[AGENT][NEUTRAL] OK, uh, do you have a policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's uh 02545395.
[AGENT][POSITIVE] OK, thank you so much, give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] OK, uh, date of birth is uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Street address is [PII].
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] It's, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you so much and you say you received a letter from our office, is that correct?
[CUSTOMER][NEGATIVE] Yeah, I received it, yeah, because I filed for short term disability and I hadn't heard nothing out of that, and I mean that's been over a month now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like um the examiner requested medical records from a Doctor [PII]'s office and had not received it. And so they had sent a delayed letter um to you just inform you that we're just waiting for medical records.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, right.
[CUSTOMER][NEUTRAL] Yeah, I see her name on here. Yeah, so she just got to send that and then.
[CUSTOMER][NEUTRAL] And then I'll
[CUSTOMER][NEUTRAL] No, they'll let me know from there, right?
[AGENT][NEUTRAL] Uh yes, sir. Once that's uh medical records are received and reviewed, then the examiner will be able to complete the processing of the claim.
[CUSTOMER][POSITIVE] OK, alright, alright, well thank you very much. You help me good. Alright, bye bye.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Uh, yes, sir. Thank you for calling APL, Mr. [PII]. Bye.
[CUSTOMER][POSITIVE] You're welcome you have a good one bye.
[AGENT][NEUTRAL] You too, bye.