AccountId: 011433970860
ContactId: 2e26a9d5-2f9a-44b7-9d2c-7e214ac097e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 400980 ms
Total Talk Time (AGENT): 106193 ms
Total Talk Time (CUSTOMER): 93801 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/2e26a9d5-2f9a-44b7-9d2c-7e214ac097e7_20250404T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I, I was talking to somebody a while ago. I got cut off. This is Mr. [PII].
[CUSTOMER][NEUTRAL] And uh I got cut off.
[CUSTOMER][NEUTRAL] I can't remember her name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I apologize for that, sir. Um, but could I get your first name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. Now, I need your policy number, please.
[CUSTOMER][NEUTRAL] I, I give, I give my name and information.
[CUSTOMER][NEGATIVE] I, I don't have them with me.
[AGENT][NEUTRAL] OK. I can pull it up by your social.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm sorry. Please start over.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And is this for medical or dental?
[CUSTOMER][NEGATIVE] No, this was for a check was mailed to me and I never got it for short term disability.
[AGENT][NEUTRAL] OK, one month.
[CUSTOMER][NEUTRAL] And she was telling me she's just send it out like that.
[AGENT][NEUTRAL] OK. Yes, sir. Please um verify your date of birth and your mailing address, and I apologize. I have to get you to uh verify this information again.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mailing address [PII].
[AGENT][NEUTRAL] And please verify your email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I'm showing that a check was mailed out to you on the [PII].
[CUSTOMER][NEGATIVE] Yes, I ain't never got it.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, I'm showing that you have direct deposit. It wasn't deposited into your account?
[AGENT][NEUTRAL] Have you checked your account?
[CUSTOMER][NEGATIVE] And never
[CUSTOMER][NEGATIVE] Yeah, you ain't got that either.
[CUSTOMER][NEUTRAL] And the lady I was talking to, she supposed to be um.
[CUSTOMER][NEUTRAL] Email me a paper.
[CUSTOMER][NEUTRAL] So I can fill out
[CUSTOMER][NEUTRAL] With the correct he she saying must it must it had the wrong or something.
[CUSTOMER][NEGATIVE] Why I didn't get it.
[CUSTOMER][NEUTRAL] I don't know what's going on.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, now that I have your information pulled up in the system, sir, I'm gonna transfer you to the department where they handle these claims and they'll be able to further assist you if you don't mind holding.
[CUSTOMER][NEUTRAL] OK, that's what I was talking to earlier, OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, that's it
[AGENT][NEUTRAL] OK. I thank you, sir, one moment. I'm gonna place you on a brief hold. One moment.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Um, so this is um [PII] claims. Um, I have a member on the line. He said that he was speaking with someone earlier in regards to his disability payment. Um, I show where a payment was sent out on the [PII], but he said that he never received it. And um he said that he was speaking with someone about it, but the call was um dropped. So would you be able to further assist him? This is for a disability policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, sure. Go ahead with the policy number.
[AGENT][NEUTRAL] It is 01688695.
[AGENT][NEUTRAL] For Mr. [PII].
[CUSTOMER][NEUTRAL] OK. Um, did you verify any of his information or no?
[AGENT][NEUTRAL] Yeah, yeah, I verified all his information and his callback number is the one that's in the system.
[CUSTOMER][POSITIVE] OK, perfect. Thank you. All right, I'm ready for him. Thank you.
[AGENT][POSITIVE] OK, here it is. Thank you.
[CUSTOMER][POSITIVE] Have a good day