AccountId: 011433970860
ContactId: 6ae05c29-a1b8-460b-bacf-fdd59d5d4360
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175220 ms
Total Talk Time (AGENT): 63188 ms
Total Talk Time (CUSTOMER): 46203 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/6ae05c29-a1b8-460b-bacf-fdd59d5d4360_20250224T18:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey sir, I want to uh verify the status of my, uh, benefits.
[AGENT][POSITIVE] OK, I'm happy to check on, OK, I'm happy to check on benefits for you today. Do you have the policy number?
[CUSTOMER][NEUTRAL] For disability.
[CUSTOMER][NEUTRAL] Uh yes, just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] 2444.
[CUSTOMER][NEUTRAL] 566.
[AGENT][NEUTRAL] OK, let me pull this up here.
[AGENT][NEUTRAL] And if I could get your first name, last name, and date of birth?
[CUSTOMER][NEUTRAL] First name [PII].
[CUSTOMER][NEUTRAL] [PII]. Last name is [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] And what did you have?
[AGENT][NEUTRAL] I just need the address and email address we should have on file please.
[CUSTOMER][NEUTRAL] Uh, [PII] email address [PII].
[AGENT][NEUTRAL] Alright, thank you, [PII]. Let me uh.
[AGENT][NEUTRAL] Take a look here.
[AGENT][NEUTRAL] OK, so the recent claim that I see, [PII], that was submitted on the policy, it looks like reported around uh [PII]. I do show it looks like the claim was denied. The employer's section of the form was not completed, so that has to be completed in its entirety.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I have that, so just get it.
[CUSTOMER][NEUTRAL] Just give it to them and then just upload it to, can I just upload it to you guys automatic deal?
[AGENT][POSITIVE] Yeah absolutely if you have it filled out completely from then yeah now then you can just upload it through the portal or send it to us via fax whatever works best for you.
[CUSTOMER][NEUTRAL] Oh, OK, alright, I'll do that then.
[AGENT][POSITIVE] OK, sounds good. Anything else I can do for you?
[CUSTOMER][POSITIVE] That'd be appreciated, thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.