AccountId: 011433970860
ContactId: 283c5be2-ecd5-4838-a8c0-1dff32b4d192
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341299 ms
Total Talk Time (AGENT): 82011 ms
Total Talk Time (CUSTOMER): 91344 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/283c5be2-ecd5-4838-a8c0-1dff32b4d192_20250319T14:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lives. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I got a policy number here. I'm not sure if I had the right problem, but I got a policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02310693. The name is [PII].
[AGENT][NEUTRAL] OK, may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And could I get a callback number please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, and if you could verify your date of birth and mailing address, please.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] The mailing address is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account.
[AGENT][NEUTRAL] Um, and show that this is a disability policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, let me, what, uh, what is?
[AGENT][NEUTRAL] What is your call for today?
[CUSTOMER][NEGATIVE] Uh, we were supposed to receive, I've been released from the doctor to go back to work. I'm assuming I was supposed to a partial payment for.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The date uh.
[CUSTOMER][NEUTRAL] Within March the days that he uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Return me back to work.
[AGENT][POSITIVE] OK, OK, let me get you over to the disability department and let them know uh what your concerns are today and they would be able to help you and answer any questions you may have.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, hold one moment.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] Claims. I have a disability, uh, insured, uh, calling about, he's saying he's been released to go back to work, uh, but it's saying that he thought he should have received a partial payment for March.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, uh, that is going to be claims, but if you wanna put him through, I will fill out a hub request for claims to call him back.
[AGENT][NEUTRAL] For disability? I, is this not the disability queue?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][NEUTRAL] Uh, that's what it's showing.
[CUSTOMER][NEUTRAL] This is the care team. It might be routing up uh the dental calls through the care team queue now.
[AGENT][POSITIVE] Wow, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We're supposed to start that soon so we can help you guys um so you won't have as many calls but if you wanna go ahead and um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Let me give you this information.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let me look him up real quick.
[AGENT][NEUTRAL] And it's [PII] on the line.
[AGENT][NEUTRAL] And I verify this information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, here it comes. Thank you.
[CUSTOMER][POSITIVE] All right. You're welcome, Ms [PII]. You have a good rest of your day.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Mm