AccountId: 011433970860
ContactId: 86b67afe-3d58-420c-b30d-ba677cf0e5c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166800 ms
Total Talk Time (AGENT): 62941 ms
Total Talk Time (CUSTOMER): 86969 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/86b67afe-3d58-420c-b30d-ba677cf0e5c2_20250117T22:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. I don't have my, uh, I'm just checking on my benefits. I don't have my membership number, but I can give you my social.
[AGENT][NEUTRAL] OK, [PII], I can help you with your benefits. Uh, can you please give me your callback number, sir, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your social?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, let me pull that policy in real quick, sir.
[CUSTOMER][NEUTRAL] And it's [PII]. I'm at [PII]. Uh email address is [PII]. And I believe that's it, and you got my phone number.
[AGENT][NEUTRAL] OK. And uh which uh policy were you checking benefits on? Was it your dental, your, your short-term disability?
[CUSTOMER][NEUTRAL] My short term disability I faxed in the paperwork on Monday, uh, just seeing where I'm standing. I know, uh, Monday is a holiday, so you guys won't be in office just seeing if uh you guys received that and you're still in process or if it was denied for any reason. I know last couple times I had to faxed it in because I did submit something, fill in a form right or something.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, OK. All right, let me look and see. I do see that we received, um.
[AGENT][NEUTRAL] A submission on [PII] yesterday and it's in progress right now.
[CUSTOMER][POSITIVE] Still in progress. Perfect. Sounds like a plan. And then so you guys received, so you guys are just, you started it on the [PII], but you guys received the fax. I faxed it certified on Monday. Just wanna make sure that that's not gonna be a problem.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No sir that's not gonna be a problem because um showing that uh we have received.
[AGENT][NEUTRAL] It was reported on yesterday, so it'll be 7 to 10 business days from yesterday.
[CUSTOMER][POSITIVE] Perfect. Sounds like a plan then so I will check up on probably Wednesday of next week then and then you guys do submit an email if uh for any reason I did submit the paperwork correctly or anything, right?
[AGENT][POSITIVE] Right, we'll give you confirmation, yes sir.
[CUSTOMER][POSITIVE] Perfect. Sounds like a plan. Thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. You have a great weekend and thanks for calling APL. All right, bye-bye, sir.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you. You have a wonderful day bye.