AccountId: 011433970860
ContactId: 69b117d8-ade9-4d4a-8624-ce818df5682c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324519 ms
Total Talk Time (AGENT): 71146 ms
Total Talk Time (CUSTOMER): 123444 ms
Interruptions: 3
Overall Sentiment: AGENT=1.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/69b117d8-ade9-4d4a-8624-ce818df5682c_20250401T20:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to speak to Ms. [PII] in claims short term disability claims.
[AGENT][NEUTRAL] OK, um, may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, I don't know.
[AGENT][NEUTRAL] And may I have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] I don't know it offhand.
[AGENT][NEUTRAL] OK. Let me have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Um, let me see if she's available. Do you mind holding for me?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Record of the incident.
[AGENT][NEUTRAL] OK. Mr. [PII], it's gonna be a minute. She's in a call. Uh, she asked me to see if I can find the policy and verify you. May I have your address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], [PII], [PII] or [PII] and [PII].
[AGENT][NEUTRAL] OK, give me just a second because I need to find your policy first. And you said it was before. OK, let me see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] How do you spell your last name?
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No. You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. Let me put him through. So you have his policy number because he didn't give me nothing. I was trying to locate him, OK, because he went like.
[CUSTOMER][NEUTRAL] I do. I have his policy number he's um.
[AGENT][NEUTRAL] I'm like, oh, can I get all that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I was waiting on an email back from the provider that I'm trying to get his last form from and was actually like getting ready to call him and let him know, OK, I haven't gotten this or whatever but I was on break and legit. I've gotten a message from you [PII] and [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh boy, OK.
[CUSTOMER][NEUTRAL] In literally less than 30 minutes like he's calling back to back to back.
[AGENT][NEUTRAL] Wow. Yeah, OK, let me put him through and again. I did not verify him because he, he didn't give me time to verify nothing. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Here he comes. Uh, all right. Have a good day.
[CUSTOMER][POSITIVE] That's OK. I know exactly who he is.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Thank you for holding, Mr. [PII]. I got Ms. [PII] on the line.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hey Mr. [PII] how are you? How you doing? All right. I'm doing well. I was just getting ready to call you back. Yeah, well I've been, I'm standing here at the records department at the hospital trying to get this paperwork, trying to get this paperwork sent to you correctly and make sure that there's no hiccups.
[CUSTOMER][NEUTRAL] OK, that's why I'm calling. OK, the form is that y'all sent.