AccountId: 011433970860
ContactId: 26f852b4-1da3-49d2-823e-64c29f62b92b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58299 ms
Total Talk Time (AGENT): 24820 ms
Total Talk Time (CUSTOMER): 33136 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/26f852b4-1da3-49d2-823e-64c29f62b92b_20250423T19:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I just want to let you know I've sent in some new paperwork and I just wanted to give you a heads up. It's um it's being faxed to you along with my HI 10 and it went to claims so.
[AGENT][NEUTRAL] So you, you, you, you have returned back to work because you know y'all, your group is no longer with us. So when, when, what, what is your date of disability for this new client?
[CUSTOMER][NEUTRAL] It's not a new claim, it's a continuing claims.
[AGENT][NEUTRAL] OK, what, OK, I will look at it once we get here then, once we get it, I'll review it.
[CUSTOMER][NEUTRAL] You got it, [PII]. OK, just wanted to let you know that um.
[CUSTOMER][NEUTRAL] Um, it's for the records in January.
[AGENT][NEUTRAL] OK, but we'll take a look at it once you get here.
[CUSTOMER][POSITIVE] All right, [PII], thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye.