AccountId: 011433970860
ContactId: 8ff07df1-678d-41d7-a82d-075c7a5a1478
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180979 ms
Total Talk Time (AGENT): 63470 ms
Total Talk Time (CUSTOMER): 80905 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/8ff07df1-678d-41d7-a82d-075c7a5a1478_20250313T14:11_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is how may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII] and I um filed a claim with you all recently for short-term disability.
[CUSTOMER][NEUTRAL] Um, cause I've been out of work since.
[CUSTOMER][NEUTRAL] Um, [PII] and I've got my forms in, but apparently the, um, you all didn't have one from my employer, so I was calling to check to make sure that um they had sent that in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, Ms. [PII], I can check your claim status for you. Can I please get your policy number?
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] If you don't know it, I can look it up with your social.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I don't know it. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then also for security reasons, can you verify your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, [PII] phone number should be [PII].
[AGENT][NEUTRAL] And then your
[AGENT][NEUTRAL] Email address, please?
[CUSTOMER][NEUTRAL] Oh, I'm, I'm sorry, [PII].
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] OK, thank you very much I appreciate you verifying that for me so I'm showing that um.
[AGENT][NEUTRAL] We're still needing the employer claim form.
[AGENT][NEUTRAL] Their portion of the claim form needs to be filled out and sent in.
[CUSTOMER][NEUTRAL] Oh gosh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm, OK. Well, let me see what's going on with that.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, no, ma'am, that's it, thank you.
[AGENT][POSITIVE] Alright well you have a wonderful day Ms. [PII] thank you for calling APL.
[CUSTOMER][NEUTRAL] OK bye.
[CUSTOMER][NEUTRAL] OK, you too. Bye-bye.
[AGENT][NEUTRAL] Bye bye, ma'am.