AccountId: 011433970860
ContactId: 234e680a-15a8-45e2-9496-8398c1c884f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248660 ms
Total Talk Time (AGENT): 110321 ms
Total Talk Time (CUSTOMER): 59509 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/234e680a-15a8-45e2-9496-8398c1c884f7_20250402T17:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am. I need to speak to Miss [PII] in claims, please.
[AGENT][NEUTRAL] OK, I could see if [PII] is available. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] No ma'am, not offhand.
[AGENT][NEUTRAL] OK, that's all right. Give me just a moment, [PII]. I'm gonna put you on a brief hold and see if she is available.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Alrighty [PII], are you still with me?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, I appreciate your patience. So she's not available at the moment, but I will pass along your information so she can give you a call back as soon as she uh is available.
[CUSTOMER][NEUTRAL] All right, can you look up something on my account, please, on my claim, please, if possible?
[AGENT][NEUTRAL] I can, um, let's see, if you don't have your policy number, I can start using your social.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then I'm just gonna verify some information really quick, [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address we've got on file for you. Uh, looks like it is for a, uh, [PII] account.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Got it. Thank you so much for verifying that, [PII]. Uh, which policy was this for? Uh, you have short-term disability, uh, hospital indemnity, critical illness?
[CUSTOMER][NEUTRAL] Yes, ma'am, short term disability.
[AGENT][NEUTRAL] Disability, OK, got it one moment.
[AGENT][NEUTRAL] And then did you want me to go ahead and give you this policy number so you've got it for your records, [PII]?
[CUSTOMER][NEGATIVE] No, ma'am, because I don't have any paper with me and right now I'm having vision issues.
[AGENT][POSITIVE] Oh, no worries.
[AGENT][NEUTRAL] Sure, no worries. OK, so I do see that we have received some information, a few pieces of information on [PII] and then just today, uh, [PII], and it is I'm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah. Yeah, I just want to make sure you got the paperwork in today.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Absolutely, so I do show that it's been received and it is currently being processed.
[CUSTOMER][NEUTRAL] All right, thank you. Can you still have Ms. [PII] call me when she gets in?
[AGENT][NEUTRAL] Yes sir, absolutely I will, I will uh pass along this information. Let me read back, uh, the callback number to make sure I heard it correctly. That was [PII].
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] Alright, I will pass that along to her. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Thank you. OK, hold on, [PII].
[AGENT][POSITIVE] Thank you. Bye-bye.