AccountId: 011433970860
ContactId: 22edb021-7e1d-4ddf-9dd6-9d81b5dd29ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241309 ms
Total Talk Time (AGENT): 90767 ms
Total Talk Time (CUSTOMER): 117900 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/22edb021-7e1d-4ddf-9dd6-9d81b5dd29ca_20250317T17:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. Um, I filed a claim, a disability claim, um, and I sent in, um, 3 or 4 pages. I forgot how many my employer sent in a page as well, but this past week I've got 2 big old envelopes with a bunch of forms in it, and then I got something yesterday and is there something else I need to send in to y'all?
[CUSTOMER][NEUTRAL] That's what I'm trying to find out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, Ms. [PII], um, I can help you with your claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And look at what we've received recently and see if there's any remarks on it for you, Miss [PII], what is your your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 0111.
[CUSTOMER][NEUTRAL] 352 6.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Uh, the phone number is [PII].
[CUSTOMER][NEUTRAL] And what else did you?
[CUSTOMER][NEUTRAL] Address phone number and what email address I believe it's [PII]. If not, it's [PII].
[AGENT][NEUTRAL] Your email address please.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I've got the [PII] way. I appreciate you verifying that information. Now, if our call is disconnected, Ms. [PII], can I call you back on that number you just verified with me?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] So I'm showing that last claim was reported on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, that claim is being paid by direct deposit.
[CUSTOMER][POSITIVE] Uh-huh, I actually received the payment already.
[AGENT][NEUTRAL] In the amount of
[AGENT][NEUTRAL] Oh, you've already got it. OK. So that's the last thing I showed that's been turned in.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So, um, do I need to, I mean.
[CUSTOMER][POSITIVE] Uh, it looks like they paid me all the way through my anticipated return date.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so, um,
[AGENT][NEUTRAL] So if anything changes you'll need to resubmit a claim again.
[CUSTOMER][MIXED] OK, but if nothing changes, I don't need to send you anything else.
[AGENT][NEUTRAL] Right. Um, because if, if you go back to work, you know, yeah, if you go back to work, you know, your benefits would stop. OK?
[CUSTOMER][NEUTRAL] Is that what you're saying? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I was just making sure I was thinking I wouldn't have to turn in anything else so all right well thank you so much.
[AGENT][NEUTRAL] Yeah, yeah, OK.
[AGENT][POSITIVE] You're very welcome you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh huh yeah.
[CUSTOMER][POSITIVE] OK, thank you, bye.
[AGENT][NEUTRAL] Bye bye, ma'am.