AccountId: 011433970860
ContactId: 707bb74e-8fb6-4a71-b11d-a213f2d3b090
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299140 ms
Total Talk Time (AGENT): 111404 ms
Total Talk Time (CUSTOMER): 128541 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/707bb74e-8fb6-4a71-b11d-a213f2d3b090_20250414T12:58_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I, I just called a minute ago but I couldn't have a good signal. Can you hear me OK?
[AGENT][NEUTRAL] It's choppy, but I can make out what you're saying.
[CUSTOMER][POSITIVE] Oh that's terrible. I'm sorry about that. I was just calling to check and see. I was trying to see if y'all had anything you needed since my claim.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I can look and see um.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Ma'am, if you can hear me, if not, I'll wait till I get to town and sometimes off from town. I'm out in the country right now.
[AGENT][NEUTRAL] You said you're gonna wait till you get to town?
[CUSTOMER][NEUTRAL] Two bars
[CUSTOMER][NEUTRAL] Oh, if you can't hear, yeah, if I, I'm not gonna keep trying it and put y'all that if you can't hear me, I'll just later but.
[CUSTOMER][NEUTRAL] I got the bar you should be able to hear uh.
[AGENT][NEUTRAL] Yeah, I can hear you. It's it's it, it sounds choppy, but I can hear you though. You said you need to check and make sure that we have everything to process your claim.
[CUSTOMER][NEUTRAL] I'm trying.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII] and I was wondering if we could use my social I'd have to look that you did it for.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, no, it's OK. Your social is fine.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][POSITIVE] Uh, I, I got whenever you're ready I can give it.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, hold on one second. It's, it's chopping up. I heard [PII] and [PII].
[CUSTOMER][NEUTRAL] [PII], OK, I moved that.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so it keeps skipping in the middle part. I heard [PII] and [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, the two middle numbers are [PII].
[AGENT][NEUTRAL] OK. So [PII]?
[CUSTOMER][NEUTRAL] So yeah.
[CUSTOMER][NEUTRAL] Yes ma'am, that's it.
[AGENT][NEUTRAL] OK, I just want to make sure I had it right. Hold on one moment.
[CUSTOMER][NEGATIVE] I, I can't find anything.
[AGENT][POSITIVE] You're very welcome. So I'm just waiting for everything to come up here.
[AGENT][NEUTRAL] This is for your short term disability?
[CUSTOMER][NEUTRAL] Yeah, so, uh, it's, it, yeah, I got, I got her anything.
[AGENT][NEUTRAL] OK, let's see what this is. Hold on one second.
[AGENT][NEUTRAL] And I'm in your policy. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[CUSTOMER][NEUTRAL] And the email is uh uh [PII].
[CUSTOMER][NEUTRAL] No, no, [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] Yes, and thank you.
[CUSTOMER][NEUTRAL] I think I changed it.
[AGENT][POSITIVE] No, that's right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty, thank you so much.
[CUSTOMER][NEUTRAL] Uh my address is.
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] On, uh, uh, [PII].
[CUSTOMER][NEUTRAL] That's before.
[AGENT][NEUTRAL] Alright, and thank you so much for verifying your information. So yes, your policy, your um claim, hold on one second, I'm pulling it up now. Well, first let me say all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] But yes, your claim um finished processing on [PII] and it's just waiting for the [PII] um because funds are dispersed around the [PII], so that's all it's saying, um, benefits are pending and will be released around the [PII]. Well, tomorrow.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh well that that's great news. I, I really appreciate it ma'am. I really do. I hope you have a good.
[AGENT][POSITIVE] Thank you. You also, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Ma'am, you've been very patient, thank you.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL and I hope you have a good day.
[CUSTOMER][NEUTRAL] 2
[AGENT][POSITIVE] Thank you. Bye-bye.