AccountId: 011433970860
ContactId: 29640cef-ff39-4145-9c36-2e68475ec6d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180910 ms
Total Talk Time (AGENT): 69588 ms
Total Talk Time (CUSTOMER): 72556 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/29640cef-ff39-4145-9c36-2e68475ec6d6_20250306T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, good morning. My name is [PII].
[CUSTOMER][NEUTRAL] I'm uh
[CUSTOMER][NEUTRAL] A a a member of uh the the disability insurance.
[CUSTOMER][NEUTRAL] I, I filed a claim a few days ago, so I'm checking to see if you all have received it.
[AGENT][NEUTRAL] Yes sir, I can help you with your claim and make sure that we've received it. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And what is your policy number?
[CUSTOMER][NEUTRAL] My policy number is 02432636.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then I'll also need for you to verify your address and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, my email address is [PII].
[CUSTOMER][NEUTRAL] My, my home address is uh [PII].
[CUSTOMER][NEUTRAL] No, it is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], the zip is [PII].
[AGENT][NEUTRAL] OK, thank you very much, sir, for verifying your policy for me. So I do show that we did, um, receive, uh, your claim on.
[AGENT][NEUTRAL] [PII], we have it in-house and it it's being processed and it takes 7 to 10 business days to process it.
[CUSTOMER][NEUTRAL] 10 to 10 business data process.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, that sounds good, and I just wanted to know if we had to.
[AGENT][POSITIVE] Yes, all right.
[AGENT][POSITIVE] Yes, I do see that we have it.
[CUSTOMER][NEUTRAL] OK, because I need, I need my, I need the payment, you know.
[CUSTOMER][NEUTRAL] That's why I'm calling to find.
[AGENT][NEUTRAL] Right, yes, sir.
[CUSTOMER][NEUTRAL] OK, OK, then that's what all I, I guess you could do.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK. Well, you have a good day. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That'd be all for now thank you.
[AGENT][POSITIVE] You're welcome. You have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye, sir.