AccountId: 011433970860
ContactId: 50cba4cf-411c-4f3d-834b-83035a81d77d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222149 ms
Total Talk Time (AGENT): 93869 ms
Total Talk Time (CUSTOMER): 79910 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/50cba4cf-411c-4f3d-834b-83035a81d77d_20250501T16:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How are you?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEUTRAL] OK, I am trying to do a follow up to make sure you guys got this paperwork from my doctor.
[CUSTOMER][NEUTRAL] This is Miss [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK yeah I can I can check on a claim for you. I'm sorry, what did you say your name?
[CUSTOMER][NEUTRAL] Say it again?
[AGENT][NEUTRAL] What did you say your name was? I'm sorry.
[CUSTOMER][NEUTRAL] Oh, you're in and out. Let me, let me see.
[CUSTOMER][NEUTRAL] Trying to see if I can get you on the speaker. Alright, my name is [PII] and I'm checking on a disability claim.
[AGENT][POSITIVE] OK, good, thank you much better now. Alright, let's go, I get a call back number from you in case we're disconnected.
[CUSTOMER][NEGATIVE] You got a bad connection on your side. I can hear it glitching. But anyway, [PII].
[AGENT][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Your, your phone is like biting is I'm not hearing you like I need to hear you, but let's see if we can.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Get this done.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have your policy number?
[CUSTOMER][NEGATIVE] No I have social security number. I don't even know what that is. Can you give it to me?
[AGENT][POSITIVE] Sure, yeah, once I get that pulled up, I, um, and yes, I can start using your social.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, and just gonna verify some information really quick, uh, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it's an iCloud account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome, thank you for verifying all of that. OK, and then before we go any further, uh, let me know when you're ready and I can give you this policy number.
[CUSTOMER][NEUTRAL] Got you, go ahead.
[AGENT][NEUTRAL] OK it is 02.
[AGENT][NEUTRAL] 29.
[AGENT][NEUTRAL] 74.
[AGENT][NEUTRAL] 10.
[CUSTOMER][NEUTRAL] 022
[CUSTOMER][NEUTRAL] 97,410
[AGENT][POSITIVE] Correct, yes ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Of course, alrighty, and so I do see that we have received some claim information, uh, [PII], so yesterday, and it is in line for processing right now. It can take about 7 to 10 business days for claim information to complete processing may not take quite that long, but that's probably gonna be the safest guess of course you're more than welcome to give us a call any time to check on that.
[CUSTOMER][NEUTRAL] OK, so you did get the doctor's one.
[AGENT][NEUTRAL] I do see that we have received uh uh yesterday yes so and it's currently in line for processing.
[CUSTOMER][NEUTRAL] There
[CUSTOMER][POSITIVE] Very good thank you ma'am. I'll check back with you on next week maybe about the same time.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Sounds good perfect. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] No, ma'am. Have a good day.
[AGENT][POSITIVE] Alright you too thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.