AccountId: 011433970860
ContactId: 624d21b9-2cbe-4ade-9749-e0b9a2f43897
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137229 ms
Total Talk Time (AGENT): 53738 ms
Total Talk Time (CUSTOMER): 46420 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/624d21b9-2cbe-4ade-9749-e0b9a2f43897_20250317T15:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] I was trying to register my husband online of uh disability benefits, but, um, it came into an error and it says to contact this number.
[CUSTOMER][NEGATIVE] It wouldn't let me go to step 3 to register.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] All right. um, what is the policy number?
[CUSTOMER][NEGATIVE] Oh, I don't have that with me. I did not have to have it. I didn't bring it with me. I'm at work.
[AGENT][NEUTRAL] All right. um, miss, may I have your name and a callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Thank you very much, Ms. [PII]. Um, do you mind if um we use your social security number to look up the policy?
[CUSTOMER][NEUTRAL] Yeah, I can give you here it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, thank you very much and let me just a minute to um for the system to search up the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right and, and what state is this was this policy issued?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] All right, thank you very much.
[CUSTOMER][NEUTRAL] So did you find it?
[AGENT][NEUTRAL] Um, yes, Ms. [PII], but since I don't see you listed here on the policy, unfortunately, I'm unable to um provide much uh more information about the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your spouse would be the one.
[CUSTOMER][POSITIVE] OK, I can have him. I, yeah, I can have him to call.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][POSITIVE] Mhm. Yes, that will work.
[CUSTOMER][NEUTRAL] OK. I'll have him to call the number back.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] OK, thank you.