AccountId: 011433970860
ContactId: 56e34be2-5853-4267-88fe-f52f72df117d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221419 ms
Total Talk Time (AGENT): 75744 ms
Total Talk Time (CUSTOMER): 91917 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/56e34be2-5853-4267-88fe-f52f72df117d_20250310T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to speak to someone by the name of [PII].
[AGENT][NEUTRAL] Uh, you said [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's what I was talking to, and something happened we.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got disconnected or something.
[AGENT][NEUTRAL] Oh, disconnected? OK, sure. I can see if she's available. Um, what was your name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case there is a disconnect?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you and then uh can I get your policy number as well?
[CUSTOMER][NEUTRAL] I'm trying to see because that's what she was asking me because this card has, you want the one from medical?
[AGENT][NEUTRAL] Um, that's perfectly fine just so I can get something pulled up.
[CUSTOMER][NEUTRAL] Let me, I'm trying to see because it's got.
[CUSTOMER][NEUTRAL] The employee ID is that good?
[AGENT][NEUTRAL] Um, it wouldn't be an employee ID, um.
[AGENT][NEUTRAL] Let's see, uh, I can also start using your social if that's easier.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] Alright, and was this in regard to, um, well, which, which uh policy was this in regard to?
[CUSTOMER][NEGATIVE] Well, I'm trying to, they told me I had, I put up a disability on this with this agency and uh they, they, I called a couple of months back because I knew I was gonna have to have a surgery.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And they told me I had that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm trying to see what else do I need to do because I made the initial contact.
[CUSTOMER][NEUTRAL] And he gave me a date which is gonna be [PII] as long as nothing else comes in the plea before then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm trying to see, do I need to set this up now, or do you, what do you need? what kind of paperwork do you need?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course. OK, well, really quick, um, I'm just gonna verify some of your information, [PII], um, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that um so I did just get uh [PII] is available so I'm just gonna put you on a brief hold and I can get you over to her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Hey [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hey, hey, [PII].
[AGENT][NEUTRAL] Hey, uh, so I do have the policy number. She said, um, I guess she was talking to you earlier, and she said there was a disconnect.
[CUSTOMER][NEUTRAL] Yeah, was it the one ending in 7410? It's a short term disability? OK.
[AGENT][NEUTRAL] Yes, yes, that's it. That's it.
[CUSTOMER][POSITIVE] All right, you can send her to me thank you.
[AGENT][POSITIVE] All right, thanks, of course, bye.
[CUSTOMER][NEUTRAL] Bye.