AccountId: 011433970860
ContactId: 63d66c17-1ada-46cc-854d-c26795520a45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156970 ms
Total Talk Time (AGENT): 68036 ms
Total Talk Time (CUSTOMER): 77691 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/63d66c17-1ada-46cc-854d-c26795520a45_20250311T22:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Uh, I was calling about my claim, uh.
[CUSTOMER][NEUTRAL] To see if uh what the status is is on it uh for [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, OK, I can check on that claim. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, uh [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. It's uh 02299929.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and I'm just gonna verify some information really quick, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] It's uh [PII]. Zip code is [PII].
[AGENT][NEUTRAL] Perfect, last thing I need is the email address we've got on file for you. uh, looks like it's a Gmail account.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it's um [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying that information. OK, so is this going to be for the most recently submitted claim? um, I'm showing that was received [PII]? OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, the one
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am, I had sent another one in, yeah.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. One moment. Let me take a look here.
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] OK, so I am showing for this claim, uh, we were unable to pay a benefit as the maximum benefit period for this disability had been met.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] OK, so I'm not gonna be able to get receive anything anymore?
[AGENT][NEUTRAL] Right, not for this disability.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Yeah, that's what I wanted to know.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I, I had got a letter and I said, well, let me just call and make sure, you know.
[AGENT][POSITIVE] Absolutely, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I've done met my.
[AGENT][NEUTRAL] Well, I wish I had better news for you. Yeah, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, that's it. That's it. So, uh, OK, I.
[AGENT][POSITIVE] OK, well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thank you uh huh bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.