AccountId: 011433970860
ContactId: 79d4bba7-10db-48a3-b41d-f456ede6ab8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74589 ms
Total Talk Time (AGENT): 54011 ms
Total Talk Time (CUSTOMER): 35379 ms
Interruptions: 3
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/79d4bba7-10db-48a3-b41d-f456ede6ab8a_20250129T20:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Miss [PII], it's [PII]. I said, I think I disconnected from me.
[AGENT][NEUTRAL] That's uh I know my internet the internet went out.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's OK. Hello? You still there?
[AGENT][NEUTRAL] To run I was when it coming back up, I was gonna call you at your number. OK. Yeah, I'm still here. Can you hear me? Can you hear me?
[CUSTOMER][NEUTRAL] OK, yeah, go ahead, yeah, go ahead.
[AGENT][NEUTRAL] Can you hear me? OK. Yeah, my, my internet went out. But what I was saying is if you just fax your claim over today, it hadn't showed up in the system yet. It takes 24 to 48 hours for fax to get in, but once they get in, then it will be reviewed. But that's what you did if you hadn't returned back to work, we did need your portion of the policy, your, your portion of the claim form and an updated doctor claim form. So that's what you sent in. OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, yeah, I already, I already sent in mine for the for the month of January. They just needed the one from the doctor and I just sent it in yesterday, so I was just calling to to let y'all know that it was sent in.
[AGENT][NEUTRAL] Oh, OK. Well, we, once we get in the system, we'll get it worked up, OK?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright thank you very much appreciate it.
[AGENT][POSITIVE] You're welcome. Anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it for today. Thank you. All right, you too.
[AGENT][POSITIVE] All right, have a great day and thanks for calling American Public Life. Bye-bye.