AccountId: 011433970860
ContactId: 733c043d-0160-40bf-a8d3-e900fe2122b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144300 ms
Total Talk Time (AGENT): 68202 ms
Total Talk Time (CUSTOMER): 61123 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/733c043d-0160-40bf-a8d3-e900fe2122b2_20250225T21:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Lives. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I was calling about my uh
[CUSTOMER][NEUTRAL] My claims my disability, um.
[CUSTOMER][NEUTRAL] Uh, I'm not, but I see um.
[CUSTOMER][NEUTRAL] I think I'm gonna be out of work a little long. Is there any way I could
[CUSTOMER][NEUTRAL] Extent, you know, do y'all help, uh, I, I just need to know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get your policy pulled up. You're uh actually in the wrong department, but I can get you over to a representative that can help you. Uh, could I get your name and a callback number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, uh my name is [PII].
[CUSTOMER][NEUTRAL] My number [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], thank you for that. What is your policy number with us?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh yes, ma'am. It's uh 02299929.
[AGENT][NEUTRAL] And if you could verify your um.
[AGENT][NEUTRAL] Uh, date of birth and mailing address.
[CUSTOMER][NEUTRAL] Yes, uh, [PII], the address is 10.
[CUSTOMER][NEUTRAL] [PII]. Zip code is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying your account and let me get you over to a representative in the disability department. Hold one moment please.
[CUSTOMER][NEUTRAL] OK, I think I put the wrong button. I'm sorry. I just
[AGENT][NEUTRAL] That's OK. I can get you over. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. With whom am I speaking? How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in claims. I have a uh transfer uh disability employee.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] 2299929.
[CUSTOMER][NEUTRAL] OK, what's the member's name on the line?
[AGENT][NEUTRAL] [PII] is on the line. Um, her callback number is the number, uh, on the screen and I verified her policy. Uh, she says she's calling, uh, because she thinks she's gonna be out a little longer, so I guess she just needs to file another claim, but here she comes. Have a good one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just wait. OK.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] All right, thank