AccountId: 011433970860
ContactId: 7d057826-5a3b-43db-bc52-95c09dcc4632
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116879 ms
Total Talk Time (AGENT): 55666 ms
Total Talk Time (CUSTOMER): 26946 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/7d057826-5a3b-43db-bc52-95c09dcc4632_20250303T14:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I think I just talked to you. I was trying to reach someone in benefits.
[CUSTOMER][NEUTRAL] About the short term disability?
[AGENT][NEUTRAL] Ms. [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, hold on one second. I can transfer you. Let me see, let me get the number.
[AGENT][NEUTRAL] OK, you want me to give you the number, I can transfer you also.
[AGENT][NEUTRAL] But just so you'll have it.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] So it's 877.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 472.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, and I'll go ahead and you want me to transfer you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Alright, hold on one moment and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Capital Group TBA.
[AGENT][NEUTRAL] Hey, this is [PII] with APL. Um, I have an insured on the other line that um needs to talk to you all about.
[AGENT][NEUTRAL] Enrolling in short-term disability or seeing if they were supposed to be enrolled?
[CUSTOMER][NEUTRAL] OK. What's the first and last name?
[AGENT][NEUTRAL] First name is [PII], last name is [PII], but it's [PII]
[CUSTOMER][NEUTRAL] OK you can go ahead and send.
[AGENT][NEUTRAL] Thank you. Hold on one moment. It's he and his wife, she's on the line.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, you're welcome. And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Hello, Mrs. [PII].
[CUSTOMER][NEUTRAL] Oh. Yes.
[AGENT][NEUTRAL] Hey, I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you for holding. What's