AccountId: 011433970860
ContactId: 2f867335-ebc4-4aff-a04d-455430c1f797
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142929 ms
Total Talk Time (AGENT): 67821 ms
Total Talk Time (CUSTOMER): 44735 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/2f867335-ebc4-4aff-a04d-455430c1f797_20250326T21:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is, uh, [PII], and I was just kind of following up on a file I turned in. Just I see it's pending, just making sure ain't nothing, just see if was there anything, uh, written behind it that I needed to know, just curious.
[AGENT][NEUTRAL] OK, Mr. [PII].
[CUSTOMER][NEUTRAL] It was a continuous on disability.
[AGENT][NEUTRAL] Yes, sir. I, I can help you with your claim. Uh, Mr. [PII], what is your policy number?
[CUSTOMER][NEUTRAL] 244-456-6.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, Mr. [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] And also your address, phone number, and email address that we have on file for you.
[CUSTOMER][NEUTRAL] Yeah, [PII], uh phone number [PII]. Email address [PII].
[AGENT][POSITIVE] OK, thank you, sir. I appreciate you verifying your policy for me.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] I do see that you have a um claim that's in process.
[AGENT][NEGATIVE] It's not giving me any information as far as anything else that you need to send in at this time.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But I do show that it is in process.
[CUSTOMER][NEUTRAL] OK, is the process or pending. I've seen one pending. Is that process then or what it's saying?
[AGENT][NEUTRAL] And it was
[AGENT][NEUTRAL] Uh, I'm looking at it.
[AGENT][NEUTRAL] Let's see if there's any remarks on it.
[AGENT][NEUTRAL] It says that it's pended and will be released after the [PII] of the month.
[CUSTOMER][POSITIVE] OK thank you I appreciate it.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That'll be it, you help me out. I appreciate you.
[AGENT][POSITIVE] You're welcome, sir. You have a wonderful night. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Yeah