AccountId: 011433970860
ContactId: 3772761e-b4c4-4670-8ac7-399db0959b11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284940 ms
Total Talk Time (AGENT): 93973 ms
Total Talk Time (CUSTOMER): 82701 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/3772761e-b4c4-4670-8ac7-399db0959b11_20250624T17:19_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I was just calling just checking to see if you guys received some, uh, uploads from me today. Just want to verify or I may have to try it again. I'm just wanna check the status as far as disability, uh, continuous claims.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can check and see if we got them and may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][NEUTRAL] OK, may I have the policy number, Mister [PII].
[CUSTOMER][NEUTRAL] 2444566
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I don't think I got some uh all the numbers. Can you repeat that number one more time?
[CUSTOMER][NEUTRAL] 2444566
[AGENT][POSITIVE] OK, I'm with you.
[CUSTOMER][NEUTRAL] It may be 36 I want to check.
[CUSTOMER][NEUTRAL] No, it's 26, yeah 24.
[AGENT][NEUTRAL] I think I had, uh, yeah, I had uh for too little, so let me put one more. OK, here we go. All right, and may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, mailing address [PII], and email address [PII].
[AGENT][NEUTRAL] Yeah, OK, thank you. OK, let me check and see if we got something today.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK, I'm waiting on the documents, OK?
[CUSTOMER][NEUTRAL] Are you OK? I know I sent some on the [PII] as well. I was kind of confused on this time around. Usually it's just asked me to send my information, but it seemed like maybe I didn't understand it like since send something from my doctor as well, so I went to the doctor today just in case, and I was gonna send those. That's what I was checking.
[AGENT][NEUTRAL] There.
[AGENT][NEUTRAL] All right. So yeah, it looks like we received a total of 5 pages. Now, it looks like the usual pages that you send in and is 2 documents, which is the attending physician statement and let's see what else we got.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Taking a little bit, OK, disability claim form. So yes, we did receive the information you just uploaded, OK?
[CUSTOMER][NEUTRAL] Uh, so you did get them today as well, those two, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I just want to verify that appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Now, what's the status on the ones that I sent on the [PII]? You did those processed or you guys did receive from the show as pending just.
[AGENT][NEUTRAL] Uh, let's see. I think they were still waiting for information on that one. Let me double check.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I feel like.
[AGENT][NEUTRAL] OK, so we were just waiting for the physicians to continue, so I guess that's the one we were waiting for the one you just uploaded today.
[CUSTOMER][POSITIVE] Oh really? Oh, OK, alright, I appreciate it, alright, thank you.
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][POSITIVE] OK. You're welcome. Thank you for calling APL. Have a good afternoon.