AccountId: 011433970860
ContactId: 1bbc3c46-6164-47d0-a2e0-82fe35d1a9ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158300 ms
Total Talk Time (AGENT): 53742 ms
Total Talk Time (CUSTOMER): 90555 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=3.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/1bbc3c46-6164-47d0-a2e0-82fe35d1a9ef_20250602T17:27_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. Um, I have Ms. [PII] on the phone. Her policy number is 2607841. I have verified all her information. What she is calling about is to see if we received her medical papers that she sent.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you can send her on over.
[CUSTOMER][NEUTRAL] And like I said, I verified everything and a good callback number for her is the [PII].
[AGENT][POSITIVE] OK, alright, thank you.
[CUSTOMER][POSITIVE] Thank you, dear.
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Ms. [PII], my name is [PII], and I was speaking with another lady that transferred me to you. Uh, I was asking her if she had, she received my, um, short term disability paperwork that I mailed in to the office. Uh, I tried to confirm the address that I that I was given to mail the forms to, but she said she didn't have that information, and she also couldn't tell me if they had been received or not.
[AGENT][POSITIVE] OK, I can help you with that.
[AGENT][POSITIVE] OK. No problem. OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Alright, Ms. [PII], it looks like we received something on today.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] Yes ma'am, and so that information will be reviewed. It usually takes us anywhere between 7 to 10 working days to review that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, so if you just allow us just a little bit more time to get it reviewed.
[AGENT][POSITIVE] And then we can we'll get back with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's fantastic. Thank you so much. I'm so glad y'all received it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, that's what I needed. Thank you. I feel a little bit more at ease cause I was like, man, my paperwork is just floating around somewhere.
[AGENT][NEUTRAL] Oh wow, OK, so how long ago was it that you mailed it?
[CUSTOMER][POSITIVE] But I'm glad it was received. Thank you.
[CUSTOMER][NEUTRAL] Like 2 weeks.
[AGENT][NEUTRAL] Oh, OK, OK. OK.
[CUSTOMER][POSITIVE] Yeah, I'm like the city's like right up the road.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Like man, I could've took a day trip and drove it up there.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So, but I'm glad you all received it though, and thank you so very much. I greatly appreciate it.
[AGENT][POSITIVE] You're welcome and if there's nothing else, thanks for calling APL and you have a great rest of your day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][NEUTRAL] OK, bye bye.
[CUSTOMER][NEUTRAL] All right bye bye.