AccountId: 011433970860
ContactId: 7864d325-e1bd-49f6-b05d-476e470d6546
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163149 ms
Total Talk Time (AGENT): 65881 ms
Total Talk Time (CUSTOMER): 67768 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/7864d325-e1bd-49f6-b05d-476e470d6546_20250327T20:52_UTC.wav
--------------------------------------------
[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].
[CUSTOMER][NEUTRAL] I'm calling about my disability claim.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] You, you are not.
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] I can check the claim for you, Mr. [PII]. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] My policy number is 02432636.
[AGENT][NEUTRAL] 263-6.
[CUSTOMER][NEUTRAL] 36, yeah.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] My, my email address is [PII].
[CUSTOMER][NEUTRAL] My mailing 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 so um this is for the most recent claim here?
[CUSTOMER][NEUTRAL] Yes, I, I just boxed in.
[CUSTOMER][NEUTRAL] And, and, um, the application I faxed it a few minutes ago, about half an hour ago.
[CUSTOMER][NEUTRAL] I, I faxed it in, so I want you to please check and see if if everything is with you and everything is OK.
[AGENT][NEUTRAL] Oh, OK. Um, so you have to give it at least an hour or two for a fax, um, to even come in. Once it comes in, our document management team has to upload the images. So I would say to give us a call tomorrow so that we can check for you, um, maybe even Monday, but with the fax it, it takes a little while for a fax to get here, at least an hour.
[CUSTOMER][NEUTRAL] OK, I'll call you back tomorrow then.
[AGENT][NEUTRAL] OK, and I'll go ahead and note your policy so the representative um will know what you're looking for, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That would be all for now. Thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Uh