AccountId: 011433970860
ContactId: 6224bc3f-434c-4a5b-ad6c-a7961adf31d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298350 ms
Total Talk Time (AGENT): 63631 ms
Total Talk Time (CUSTOMER): 41078 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/6224bc3f-434c-4a5b-ad6c-a7961adf31d5_20250401T21:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need Ms. [PII] in short-term disability, please, claim.
[AGENT][NEUTRAL] Sure, I can see if [PII] is available. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, that's all right. Give me just a moment. I'm gonna put you on a brief hold while I see if my, uh, [PII] is available for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] All right, [PII], sorry about that. Wait, are you still with me?
[CUSTOMER][POSITIVE] Yeah, yes ma'am.
[AGENT][NEUTRAL] OK, so it does not look like she is available at the moment so I can send her a message and have her call you back whenever she is available if you'd like.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Yeah, just to ask her to notify me when they get the paperwork in and to be on the lookout for it please.
[AGENT][NEUTRAL] When they get the paperwork in, OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It should be faxed either today or tomorrow morning or something of that time.
[AGENT][NEUTRAL] OK, I will let her know that. Let me, uh, I'm gonna read back your callback number, uh, just to make sure I did hear it correctly. That was [PII]?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Alrighty I will pass along this information and if she needs to call you back she will. Was there anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you, bye bye.