AccountId: 011433970860
ContactId: 2d66d4ce-3011-4116-9dd7-a8668baab6df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196699 ms
Total Talk Time (AGENT): 59019 ms
Total Talk Time (CUSTOMER): 69935 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/2d66d4ce-3011-4116-9dd7-a8668baab6df_20250224T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yeah, I was calling to see how long does it take for you guys to see if the document was uploaded. I scanned it, you guys needed it from me and I scanned it and uploaded. How long would it take to know if you, you could see it? Just curious if you can, yeah.
[AGENT][NEUTRAL] Uh, I will have to look at your policy, um, to see if we received it. Uh, can I get your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII], may I have a callback number?
[CUSTOMER][NEUTRAL] Uh, [PII] the phone number [PII].
[AGENT][NEUTRAL] And can I have your policy number?
[CUSTOMER][NEUTRAL] Yeah, just a second here.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] 244-4567
[AGENT][NEUTRAL] Can you verify your date of birth, address, and email address, please?
[CUSTOMER][NEUTRAL] Yeah, [PII] uh address [PII].
[CUSTOMER][NEUTRAL] And email address [PII].
[AGENT][NEUTRAL] I thank you for verifying that information. So, um,
[AGENT][NEUTRAL] We have not, and this is for yourself, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you uploaded it on the.
[AGENT][NEUTRAL] Online service center.
[CUSTOMER][NEUTRAL] Yeah, uh-huh, your upline service center upload, yep.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um, no.
[AGENT][NEUTRAL] And what policy are you trying to upload it to?
[CUSTOMER][NEUTRAL] Short term disability?
[AGENT][NEUTRAL] OK, let me check that policy number because that is not the policy number I'm looking at. You gave me.
[CUSTOMER][NEUTRAL] I may have messed up. I'm sorry, I may have gave you the, the, the, the other one.
[AGENT][NEUTRAL] Yeah, cause I was like, I don't have anything but one moment.
[CUSTOMER][NEUTRAL] I'm sorry, I kinda.
[CUSTOMER][NEUTRAL] Just work nights. Let me just put it, put it that way.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So here, so let's, you ready for the other one then.
[AGENT][NEUTRAL] I have it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I do have your disability policy um pulled up and I do see where um you did upload a document just um today.
[CUSTOMER][NEUTRAL] Yeah, that's what I want to verify that be legible or whatever, OK.
[AGENT][NEUTRAL] All right, so [PII], is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That'll be it thank you.
[AGENT][POSITIVE] Uh-huh, thank you for calling ATL. You have a great day. Bye bye.