AccountId: 011433970860
ContactId: 233e887b-8cca-4607-889f-60c9be930433
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244070 ms
Total Talk Time (AGENT): 27655 ms
Total Talk Time (CUSTOMER): 28239 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/233e887b-8cca-4607-889f-60c9be930433_20250310T19:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How are you doing? Uh, my name is [PII]. Um, I work for on track staffing, and I was trying to, um,
[CUSTOMER][NEUTRAL] See if I can uh get a short-term disability done.
[AGENT][NEUTRAL] Um, do you currently have a short-term disability policy with us or were you trying to, uh, get one?
[CUSTOMER][NEUTRAL] I have it with y'all through the the company.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so were you just needing.
[CUSTOMER][NEUTRAL] It said it begin today, so that.
[AGENT][NEUTRAL] OK, were you needing assistance filing a claim or were you just needing the information regarding the policy?
[CUSTOMER][NEUTRAL] Yes, how do I, yeah, how do I file the claim?
[AGENT][NEUTRAL] Sure, OK, yes, I can help you file a claim. Um, I'm so sorry, could you repeat your name for me?
[CUSTOMER][NEUTRAL] Is [PII]?
[AGENT][NEUTRAL] OK and then uh can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello.