AccountId: 011433970860
ContactId: 55914536-90ef-425f-8a88-5e0bb84f1e7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196699 ms
Total Talk Time (AGENT): 60918 ms
Total Talk Time (CUSTOMER): 55868 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/55914536-90ef-425f-8a88-5e0bb84f1e7a_20250211T19:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. I was calling because I have a short term disability claim that's going on right now, but I didn't receive the paperwork.
[CUSTOMER][NEUTRAL] To fill out that you normally fill out monthly?
[AGENT][NEUTRAL] Oh, OK, so you just need the disability paperwork sent over?
[CUSTOMER][NEUTRAL] Yeah, I, I don't know if I have to fill out anything. Um, my claim started last month and I didn't get a paper because I've got a short term disability before and normally they send me a paper when they send me the statement showing what was paid out. I didn't get that statement to show that, I mean to fill out and send it back in.
[AGENT][NEUTRAL] OK. Let me take a look. Do you by chance have your policy number?
[CUSTOMER][NEUTRAL] I don't know it by heart.
[AGENT][NEUTRAL] OK. Uh, what is your first name again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright and you said your last name is [PII], correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me take a look here and.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And then [PII], just for security, can you please give me your date of birth and then address?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you so much. OK, let me see what's going on with this.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Alright, so I'm happy to send you the form. Is the [PII] still a good email? Is that OK to send it there?
[CUSTOMER][NEUTRAL] Yeah, so I do need to fill out the form for February.
[AGENT][NEUTRAL] Yeah, if it's a continuing claim if you're continuing on, um, yes, it does need to be filled out for the next month, correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I will email that to you right now. It should be there in about 5 minutes or so.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Right. Anything else I can check on for you?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be it.
[AGENT][POSITIVE] Alright, thanks for calling APL have a nice day.
[CUSTOMER][POSITIVE] Thank you, bye bye