AccountId: 011433970860
ContactId: 877b8107-be03-4085-bbdb-019843ff6f7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 430640 ms
Total Talk Time (AGENT): 76712 ms
Total Talk Time (CUSTOMER): 50717 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=-2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/877b8107-be03-4085-bbdb-019843ff6f7a_20250407T20:56_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII]. I had put in a claim. Just wanna make sure that y'all got everything you need.
[AGENT][NEUTRAL] OK, um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and may I have the policy number?
[CUSTOMER][NEUTRAL] I don't have it, but I have my social.
[AGENT][NEUTRAL] Um, very che.
[AGENT][NEUTRAL] Um let me.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. All right.
[AGENT][NEUTRAL] OK, and let's see.
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Her date of birth is [PII]. Mailing address is [PII]. And what else did you need?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The email address on file.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, uh.
[AGENT][NEUTRAL] Is this the information you submitted on [PII] for your disability?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um, let me see what's going on. One moment.
[AGENT][NEUTRAL] Looks like they already reviewed the documents, but let me see where they are and what that, um, do you mind holding for me?
[CUSTOMER][NEUTRAL] I, I don't mind.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII].
[AGENT][NEUTRAL] All right, so it looks like they're just um waiting to release um benefits after the [PII] of the month. So it looks like they have everything they need.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, that's what I need to know. Do you know how much the amount is gonna be?
[AGENT][NEUTRAL] No, we cannot see that amount just yet.
[CUSTOMER][POSITIVE] OK. All right. Well, thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that will be all today. Thank you.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling APO. Have a good day. Good afternoon.
[CUSTOMER][NEUTRAL] All right, you too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.