AccountId: 011433970860
ContactId: 6a8e0d25-c228-47c5-8c89-12d5e2105f53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306119 ms
Total Talk Time (AGENT): 77621 ms
Total Talk Time (CUSTOMER): 66186 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/6a8e0d25-c228-47c5-8c89-12d5e2105f53_20250407T16:33_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hello [PII]. My name is [PII] and I was trying to check to see if my employer has completed all the paperwork for my, um, disability.
[AGENT][NEUTRAL] Yes, a little
[AGENT][NEUTRAL] OK. Um, can I get your policy number, please?
[CUSTOMER][NEUTRAL] I can give you my social.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what was your name again? I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] OK, Ms. [PII], I just need to verify a few pieces of information. What is your birthday?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And a good callback number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your address?
[CUSTOMER][NEUTRAL] It is um [PII].
[AGENT][NEUTRAL] OK, thank you. And then lastly your email address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like.
[AGENT][NEUTRAL] Uh, pulling it up, just give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so far all we've received is the physician statement. I don't have.
[AGENT][NEUTRAL] The employee statement and the employer statement.
[CUSTOMER][NEUTRAL] OK. I've been trying to get this done for 3 weeks now.
[AGENT][NEUTRAL] Have you completed your statement and sent that in?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you know if you, did you mail it or fax it or?
[CUSTOMER][NEUTRAL] I gave it back to my employer.
[AGENT][NEUTRAL] Oh, you give it to your employer.
[CUSTOMER][NEUTRAL] Before I had the surgery.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Um, let me check something. Can I place you on a brief hold, please?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you so much for holding. Um, I'm gonna reach out to them and see if I can see what's going on and what date did you say you provided that to them?
[CUSTOMER][NEUTRAL] I had my surgery on the [PII] of this month.
[CUSTOMER][NEUTRAL] So it had to be like the [PII].
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and that, and again, just to repeat back your number, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me reach back, reach out to them and then I will give you a call back or they will, um, someone will contact you back and let's see what's going on, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye.