AccountId: 011433970860
ContactId: 59d4125b-1d3f-4b31-ae71-dca764003d5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73879 ms
Total Talk Time (AGENT): 29250 ms
Total Talk Time (CUSTOMER): 42427 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/59d4125b-1d3f-4b31-ae71-dca764003d5d_20250303T19:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. This is [PII] in the Midland Claims department. Um, I have a member on the line who's calling with questions in regards to her disability policy. The policy has expired, but the incident she's referring to happen, um, while her, she still had coverage. Would you be able to further assist her?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, I'd probably have to send her to disability, um, but I can see what I can do.
[CUSTOMER][NEUTRAL] Yeah, she said, she said it was a disa she said that it was a disability policy, but then it was converted into an accident policy, but I'm just showing a disability policy on file, so.
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Oh, OK, um, yeah, I'd probably just send it to um the disability uh clients.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that's where I thought I was transferring it to.
[AGENT][NEUTRAL] Um, they might be, if they're all filled up and it might have just came over to us.
[CUSTOMER][NEUTRAL] OK. Yeah, I was on hold for a while, so that's probably what.
[AGENT][NEUTRAL] Oh, OK. I just they got some people available. I don't know.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] All right. I guess I'll try again.
[AGENT][POSITIVE] OK, sorry about that.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] All right, thanks. Bye bye.
[CUSTOMER][NEUTRAL] Bye.