AccountId: 011433970860
ContactId: 4a198648-7ffb-406d-9e95-b203e25ce77d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 444769 ms
Total Talk Time (AGENT): 107690 ms
Total Talk Time (CUSTOMER): 117768 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/4a198648-7ffb-406d-9e95-b203e25ce77d_20250319T20:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, I'm trying to file a claim for short term disability. What's number?
[CUSTOMER][NEUTRAL] 901322.
[AGENT][NEUTRAL] Do you have a policy number?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Um, the number I have it is.
[CUSTOMER][NEUTRAL] It's D for dog, 45,100.
[CUSTOMER][NEUTRAL] 471.
[AGENT][NEUTRAL] That's not a, a policy number. What's the social of the member?
[CUSTOMER][NEUTRAL] Oh, no, no, no. 02.
[CUSTOMER][NEUTRAL] The policy number is 02593167.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is this member's name?
[CUSTOMER][NEUTRAL] What did you.
[AGENT][NEUTRAL] Are you [PII]?
[CUSTOMER][MIXED] Um, this is, I'm her daughter. She's right here, ma'am, and she's, she's aggravating I'm aggravating school, but you need to confirm she's here, but she can't complain.
[AGENT][NEUTRAL] Yep, I def I do need to confirm her information and she have to give us permission to speak with you.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] [PII], could you verify your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] OK, you have on file [PII] so you have to call back um for [PII].
[AGENT][NEUTRAL] Could you repeat that? Cause I could barely hear you because of your background.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] your home.
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And just in case this call is disconnected, your callback number is [PII].
[CUSTOMER][POSITIVE] Yes, that's the one I wanna be reached at this, at this moment.
[AGENT][NEUTRAL] And the email address that we have on file for you, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And you need assistance with your short term disability policy. So would you like for APL to speak to your daughter on your behalf?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Could you state that and give her name when you state that?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, yes, I would like my daughter [PII] to speak on my behalf of my, um, short term disability claim.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] you know.
[CUSTOMER][NEUTRAL] Call from.
[AGENT][NEUTRAL] Can you spell your last name? It's, it's the same as your mother's last name?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I'm saying
[AGENT][NEUTRAL] OK, I'm gonna transfer you to the disability here, OK? So they can better assist you. Hold one moment. But I'll put in permission for us to speak with you in regards to your mother.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK. OK. You are on hold.
[CUSTOMER][NEUTRAL] Sing.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], how are you doing?
[CUSTOMER][POSITIVE] Good how are you doing?
[AGENT][NEUTRAL] I'm good, thank you for asking [PII]. I have an insured daughter on the phone. She's calling in regards to questions about the disability policy. She says she wants to file a claim, but.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I'm not sure how she's supposed to do that over the phone or is it that she need information on how to file a claim.
[CUSTOMER][NEUTRAL] Uh, I can give her the information how to file it.
[AGENT][NEUTRAL] Alright, so let me know when you're ready for the policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm ready for it.
[AGENT][NEUTRAL] It is 259-316-9. It's for [PII]. However, she did give permission for me to speak with her daughter [PII] on her behalf because she sounds a little older.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me get this pulled up real quick before we get her.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I've got her pulled up. You can go ahead and put her through.
[AGENT][POSITIVE] Alright, thank you [PII] have a good one.
[CUSTOMER][POSITIVE] Thank you you too have a good bye bye.
[AGENT][POSITIVE] Thank you. Bye. Hello, [PII]. So I'm gonna transfer you over to [PII] and she's gonna better assist you. Thanks for calling APL and have a good day.
[CUSTOMER][POSITIVE] OK thank you.