AccountId: 011433970860
ContactId: 64b96166-9e9e-4508-9cae-941a1222a68e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136770 ms
Total Talk Time (AGENT): 68829 ms
Total Talk Time (CUSTOMER): 44435 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/64b96166-9e9e-4508-9cae-941a1222a68e_20250228T19:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking and how may I help you?
[CUSTOMER][NEUTRAL] Yes, so, this is [PII]. Just see if there's any changes on the status of my disability claim.
[AGENT][NEUTRAL] OK, so I can assist you with the status of your disability claim. First I need a good call back number for you in case we get disconnected.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And what's your policy number?
[CUSTOMER][NEUTRAL] 2444567
[AGENT][NEUTRAL] 244-467. Thank you for that information, Mr. [PII]. One moment while I get your policy pulled up and then I'll have you verify some information. Afterwards, I'll be able to assist you with the status of that coin. One moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hey, it looks like uh let's see here.
[AGENT][NEUTRAL] How many 4s was that? What was you said 244467?
[CUSTOMER][NEUTRAL] Yeah, 2444, it may be uh my actually I may get in claim 2444566.
[AGENT][NEUTRAL] OK, one moment
[AGENT][NEUTRAL] OK, yes, that's the correct, that's the correct policy number right there. OK, so verify your date of birth followed by your physical uh mailing address.
[CUSTOMER][NEUTRAL] Yeah, 244-456-6.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the last piece of verification is the email address we have for you on file.
[CUSTOMER][NEUTRAL] Uh last email address [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. OK, so I'm showing you submitted a claim and it's in line for processing. Disability claims can take anywhere from 7 to 10 days from the receipt, so it's in line for processing, OK? Hasn't been assigned yet. Alright, anything else I can assist you with?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Oh, OK, thank you.
[CUSTOMER][POSITIVE] Now it's quick and easy appreciate it.
[AGENT][POSITIVE] All right. Thank you for calling ATL Mr. [PII]. Have a great weekend. Bye-bye.