AccountId: 011433970860
ContactId: 89e2da95-0a69-46c4-93d1-65ff48460b80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173669 ms
Total Talk Time (AGENT): 53001 ms
Total Talk Time (CUSTOMER): 55878 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/89e2da95-0a69-46c4-93d1-65ff48460b80_20250414T13:16_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I was just uh checking the status of my, uh, benefits claim.
[AGENT][NEUTRAL] OK, your name?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] OK, I can barely hear you.
[CUSTOMER][NEUTRAL] Uh, [PII], can you hear me OK?
[AGENT][NEUTRAL] [PII]? Yes, I can now, and you said that you're checking claim status?
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, can I get your policy number?
[CUSTOMER][NEUTRAL] Oops, one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 244456-6
[AGENT][POSITIVE] Thank you and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. OK, thank you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm pulling up your information one moment.
[CUSTOMER][NEUTRAL] Oh, OK, alright.
[AGENT][NEUTRAL] Verify your date of birth, your mailing address, and a good email for me.
[CUSTOMER][NEUTRAL] Date of birth [PII], uh mailing address [PII]. Email address [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you're checking on a claim status for what date?
[AGENT][NEUTRAL] Or is this a disability claim?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like your next benefit is set to print after the [PII], so today is the [PII]. It should print after the [PII].
[AGENT][NEUTRAL] So it's just waiting, yeah, they're released after the [PII] of each month.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Oh, they are after the [PII] of each month. Oh, OK, OK, does it show an amount or anything just out of curiosity?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Not yet, not until it's released.
[CUSTOMER][NEUTRAL] OK, oh got you. OK, I didn't know that. Alright, thank you.
[AGENT][POSITIVE] All [PII]. Anything else, [PII], I can help out with today?
[CUSTOMER][POSITIVE] That'll be it. I appreciate it.
[AGENT][POSITIVE] You're welcome thank you for calling APL have a good day.