AccountId: 011433970860
ContactId: 3032880f-3c7d-496a-8b8e-e4b90a677ccf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94819 ms
Total Talk Time (AGENT): 36479 ms
Total Talk Time (CUSTOMER): 31746 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/3032880f-3c7d-496a-8b8e-e4b90a677ccf_20250514T20:07_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII]. I was trying to see what was the status of my um disability claim.
[AGENT][NEUTRAL] OK, and Ms. [PII], what's your policy number, please?
[CUSTOMER][NEUTRAL] 020000335
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK, and if you wanna verify your date of birth, mailing address and email address please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] It looks like your claim is being processed today, so the status should be available tomorrow.
[CUSTOMER][NEUTRAL] Oh, OK, OK, so it's not saying how much I'm gonna get or anything?
[AGENT][NEUTRAL] No, ma'am. It's just showing it's being processed today.
[CUSTOMER][POSITIVE] OK. OK, thank you.
[AGENT][POSITIVE] Yes, ma'am. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, uh thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Alright thank you for
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye.