AccountId: 011433970860
ContactId: 2086b161-8127-456b-adbc-c090e60e445e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 384540 ms
Total Talk Time (AGENT): 53010 ms
Total Talk Time (CUSTOMER): 65010 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/2086b161-8127-456b-adbc-c090e60e445e_20250410T18:38_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes I'm trying to find out what's going on with um this is uh the disability payment for this month is pending.
[CUSTOMER][NEUTRAL] And trying to see why what we need to do.
[AGENT][NEUTRAL] OK, let's see. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Calling from a land phone right now, but that's the number you can reach me at.
[AGENT][NEUTRAL] OK, thank you. And may I have um the policy number?
[CUSTOMER][NEUTRAL] 1885924
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] For security, may I have your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I need to verify the mailing address and email address on file.
[CUSTOMER][NEUTRAL] [PII] and I'm not sure which email it's either [PII].
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Or if that's not it.
[AGENT][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] Is that it? OK.
[AGENT][POSITIVE] Mhm, thank you.
[AGENT][NEUTRAL] All right. Let me check and see uh why is it pending. Do you mind holding for me?
[CUSTOMER][POSITIVE] Not at all, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] You are.
[AGENT][POSITIVE] Thank you for holding and being patient for Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, so it looks like in the, it's pending to be released after the [PII] of the month, which is the payday.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, I just wanna make sure because when it's been put on hold before no we didn't know about it until after the [PII] so I wanna make sure that we did everything right.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it looks like everything is here. It's just pending to be released after the [PII].
[CUSTOMER][POSITIVE] OK sweetheart, thank you so much and you have a great day.
[AGENT][NEUTRAL] You as well. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] That's it thank you bye bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling.