AccountId: 011433970860
ContactId: 8ebc611e-b26c-4986-8064-c4678db675be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166949 ms
Total Talk Time (AGENT): 59827 ms
Total Talk Time (CUSTOMER): 58172 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/8ebc611e-b26c-4986-8064-c4678db675be_20250319T13:25_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] Yes, ma'am. My name is [PII], and I'm calling to let you all know that my doctors.
[CUSTOMER][POSITIVE] Paperwork for my short term disability has been resubmitted to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, I can definitely note your um policy for you. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] I don't know it offhand.
[AGENT][NEUTRAL] OK, that's no worries. Um, I can look the policy up with your social if you like.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] It went in and out, did you say [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policy to come up and here it is. Hold on one moment.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] All right, and I have you here, Mr. [PII]. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII], [PII] [PII].
[AGENT][NEUTRAL] Thank you. So I'll go ahead and note the um policy for you that the foot doctor has sent the paperwork over or resubmitted the paperwork for your disability claim.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, and then I'll call back tomorrow?
[CUSTOMER][NEUTRAL] And verify receipt and make sure everything, all the I's are dotted and T's are crossed.
[AGENT][NEUTRAL] Alrighty. I will go ahead and put that note in your policy for you, and then as soon as we receive it, we'll go ahead and um start processing.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too man.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] So