AccountId: 011433970860
ContactId: 765bbc2c-b28d-428a-b1f8-a4234cbd6e07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181500 ms
Total Talk Time (AGENT): 63795 ms
Total Talk Time (CUSTOMER): 104191 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/765bbc2c-b28d-428a-b1f8-a4234cbd6e07_20250305T23:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I just have a general question. Uh, I was, I just checked my mail and I got some paperwork in from you guys, but it may be, it may be like a resend or something like that because it's dated back in [PII] and I had sent some papers to you guys, but I just want to check the status of my disability because what it, what it's sending me is my doctor's form and my personal form, but these were already sent to you guys already. I just want to make and then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] They may have resend them back out. I don't know, because I needed to, I needed to send my employers for me and I did that. And when I did that, these may have come back.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK. All right. Well, I can definitely check your claim for you, sir. Can I get your name and your policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII] and policy number is 2444566.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, mister, [PII]
[CUSTOMER][POSITIVE] That's off the top of my head. Go ahead, I'm sorry.
[AGENT][POSITIVE] You, you knew that off the top of your head, that's pretty good.
[CUSTOMER][POSITIVE] Oh, OK, thanks. I got it right.
[AGENT][NEUTRAL] Yes, sir. Um, may I please get your date of birth?
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you, sir. And then I'm also going to need for you to verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Yeah, my address is [PII]. Email address [PII] and phone number [PII].
[AGENT][NEUTRAL] OK, thank you and then if we get disconnected, is that phone number you just verified for me a good one to call you back on?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][POSITIVE] All right, thank you so much, Mr. [PII]. Let me look and see.
[AGENT][NEUTRAL] It looks like they're processing the claim. Um, I don't.
[CUSTOMER][NEUTRAL] Yeah, that's what I kind of figured. It may have been some extras.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, because when I first talked to a lady back [PII] or [PII] or something like that, she said, Well, you need to just send your work for me. So I sent that in, and I'm thinking that she got, I got that and that's, I got these two extra ones, but these were already in. But it looked like they may have reclaimed, repoed those again that I already had previously sent. I don't know. You see what I'm saying?
[AGENT][NEUTRAL] Right. Yes, I do, I do. But I don't see anything on it other than it's in progress right now.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Alright well I appreciate that thank you mhm.
[AGENT][POSITIVE] OK. It's no problem at all, sir. I hope you have a wonderful rest of your night, and we thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty thank you mhm bye.
[AGENT][NEUTRAL] Bye-bye, sir.