AccountId: 011433970860
ContactId: 83d45eb3-149d-4297-adf7-d9ffd547304e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240179 ms
Total Talk Time (AGENT): 71576 ms
Total Talk Time (CUSTOMER): 53991 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/83d45eb3-149d-4297-adf7-d9ffd547304e_20250625T19:55_UTC.wav
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[AGENT][POSITIVE] Good. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] How you doing? My name is [PII]. I'm following up on, uh, my claim. So to submit some, uh, got a page is missing from my claim form.
[AGENT][NEUTRAL] OK, I can verify claim status for you and I apologize, your name is again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] I don't have it with me right now. I can give you my social if that works.
[AGENT][NEUTRAL] Uh, yes, sir. Give me one moment, please.
[AGENT][NEUTRAL] OK, and what's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] See. And was this for disability policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and verify your date of birth, mail address and email address for me please.
[CUSTOMER][NEUTRAL] Uh, 921875233 [PII], um, email address [PII].
[AGENT][POSITIVE] OK, thank you so much. And a good callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Looks like we received claim information on the [PII] and it's in line for processing.
[AGENT][NEUTRAL] Was this additional information that was needed?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, they have uh said that a form was missing and there was gonna be a no place for the uh.
[CUSTOMER][NEUTRAL] I guess the uh the claims the person that's actually doing has the claim.
[CUSTOMER][NEGATIVE] So I wouldn't be recycled back in line.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me see, give me one moment.
[AGENT][NEUTRAL] OK one moment. CT shows.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And choose claim form.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I show it's been received, but it just hadn't been processed yet.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] OK. I appreciate it.
[CUSTOMER][NEUTRAL] No, I'll just be waiting.
[AGENT][POSITIVE] OK, well I thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Alright you too thank you.
[AGENT][POSITIVE] You're welcome.