AccountId: 011433970860
ContactId: 739444dc-d2cd-4833-ba66-03d1a3336039
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189210 ms
Total Talk Time (AGENT): 69090 ms
Total Talk Time (CUSTOMER): 75372 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/739444dc-d2cd-4833-ba66-03d1a3336039_20250408T20:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, good afternoon. My name is [PII]. I'm calling to find out something about my disability claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I can help you with your disability claim and Mr. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. May I have your policy number?
[CUSTOMER][NEUTRAL] My father and um.
[CUSTOMER][NEUTRAL] OK, my, my policy number is 02432636.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] OK, and I have you here and I just need to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] My, my mailing address is [PII].
[CUSTOMER][NEUTRAL] The zip is [PII].
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And how may I assist you today with your um disability claim?
[CUSTOMER][NEUTRAL] OK, uh, a few days ago I, I, um, I sent in my application and they, they told me it was in, uh, process, so I want to know if if it's still in process.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, it looks like it just got finished. When was the [PII], yesterday. Um, no, it's been processed and it was sent, well, it was sent today at midnight.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] To the bank. So it's been processed and sent out.
[CUSTOMER][NEUTRAL] OK, so what's the quantity, please?
[AGENT][NEUTRAL] So the total is $1,325.67.
[CUSTOMER][NEUTRAL] 1300 and
[AGENT][NEUTRAL] 25
[CUSTOMER][NEUTRAL] $25.63.
[AGENT][NEUTRAL] Mhm. $1,325.67.
[CUSTOMER][NEUTRAL] OK, so it, it, it, it's sent out already.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK then that sounds good then.
[CUSTOMER][POSITIVE] I sound like a winner.
[AGENT][NEUTRAL] All right. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That'd be all for now. Uh, I'll give you, I mean, thank you.
[AGENT][POSITIVE] You're very welcome. You're very welcome and thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] For your help.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.