AccountId: 011433970860
ContactId: 2ac0fe29-08b5-4dd2-b519-e832948dd636
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173740 ms
Total Talk Time (AGENT): 63349 ms
Total Talk Time (CUSTOMER): 102667 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/2ac0fe29-08b5-4dd2-b519-e832948dd636_20250116T21:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm trying to see if you can tell me um.
[CUSTOMER][NEUTRAL] If everything's OK with my disability.
[AGENT][NEUTRAL] OK, I can check and see um how is everything looking in your disability. Um, may I have your name?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]. Your official statement is that you.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And do you have, no problem.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] And whenever you can, I need the policy number, OK?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, it's uh.
[CUSTOMER][NEUTRAL] 188.
[CUSTOMER][NEUTRAL] 592 4
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, uh, um, Mr. [PII], may I have your date of birth?
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And I also need the mailing address and email address on file.
[CUSTOMER][NEUTRAL] [PII]. And I don't know which email y'all have cause I don't get email from none of y'all, but uh
[CUSTOMER][NEUTRAL] But it's either [PII] or [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] or [PII] I don't know which one it is.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] We got your Gmail, the [PII].
[CUSTOMER][NEUTRAL] OK, um
[AGENT][NEUTRAL] OK. All right, let's see. One moment.
[CUSTOMER][POSITIVE] that's just great. Daddy desperation. The only way that [PII] would go to sleep the 1st 6 months.
[CUSTOMER][NEUTRAL] I'm fit in a room.
[CUSTOMER][NEUTRAL] Oh, double sucking time. Very impressive. The cold is killing.
[AGENT][NEUTRAL] And, and I'm speaking to [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am. Oh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so it looks like uh they're working on your claim as we speak, they're working on it today.
[CUSTOMER][NEUTRAL] OK, I just wanted to make sure because I didn't know, nobody ever said what the deadline is to get the paperwork to y'all.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] And then he, um, we kinda my, my, my wife went to work so she ain't been here to deal with everything, you know, so it's been up to me and I took too long to get it to y'all.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I understand.
[AGENT][POSITIVE] It's OK, no worries. Yeah, they, they got everything they need. They're working on it right now. It looks like they're getting ready to pay, OK?
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][POSITIVE] OK, and thank you so much and.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] That's it. Thank you. Bye bye.
[AGENT][POSITIVE] You're welcome. Hope you get to feeling better. Bye-bye. You're welcome.
[CUSTOMER][POSITIVE] Thank you.