AccountId: 011433970860
ContactId: 3432b4ef-e6d5-40a4-bd80-beb60457aa4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182539 ms
Total Talk Time (AGENT): 90653 ms
Total Talk Time (CUSTOMER): 103379 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/3432b4ef-e6d5-40a4-bd80-beb60457aa4e_20250115T14:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. With whom am I speaking and how may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, I can give you my policy number 02.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 444.
[CUSTOMER][NEUTRAL] 823.
[AGENT][NEUTRAL] OK. And a good callback number for you, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And how may I help you today?
[CUSTOMER][NEUTRAL] I was just trying to get an update. I had, um, I spoke with, uh, [PII] a few days ago and um.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] And confusion.
[CUSTOMER][NEUTRAL] I sent the doctor's information in, but this time around I needed to send in my information as well so.
[CUSTOMER][NEUTRAL] Then I at that same day I got it into the system, uh, but now I was trying to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, uh, get an update online and.
[CUSTOMER][NEGATIVE] Some odd reason I, I just can't get through.
[AGENT][NEUTRAL] OK. Well, no worries. I can assist you today with the status of the uh information you had to submit. Just give me one moment to look that up, see here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And thank you for verifying all that information. So I am seeing that um let's see she did receive that information and you know disability payments pay after the [PII], so that payment should process out tomorrow so everything looks good. It's, it's just pending to process out tomorrow, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, Mr. [PII], anything else I can help you with? That was easy, right?
[CUSTOMER][POSITIVE] Alright, well that that works.
[CUSTOMER][POSITIVE] Hey, hey, I could give me.
[AGENT][POSITIVE] I'm glad that worked out for you. I'm glad.
[CUSTOMER][NEUTRAL] It doesn't get any easier than that. I'm just.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] I'm just a little, I'm a little tired of this has been a long journey.
[AGENT][NEUTRAL] I know, I know all this paperwork and all that stuff. I, I, I trust me, I know. Yes, so.
[CUSTOMER][NEUTRAL] Well, it's this has been, this is what this is since May.
[AGENT][NEUTRAL] Yes. Mhm. I see, I see that.
[CUSTOMER][NEUTRAL] Of last year, May of last year, so it's.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You know, like, wow, this is insane. I'll be glad when it's over.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I know, I know.
[AGENT][POSITIVE] I know that's right. I know that's right. Yes. Well, all right, Mr. [PII], anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, no, that's it. That's it, hey, you know what? Maybe you can, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was looking to, you know, do another, another policy. Uh, do you guys have life insurance policies?
[AGENT][NEUTRAL] We do offer life insurance policies but not to the general public. You have to go through your employer to purchase it, yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Got you. OK, alright.
[AGENT][POSITIVE] OK. All right. OK. Well, you take care of yourself, Mr. [PII] and have a great day. Bye-bye. Thanks for calling APL. You're welcome.
[CUSTOMER][NEUTRAL] That'll work
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright thank you bye bye.