AccountId: 011433970860
ContactId: 911bc9ff-dc73-4a47-bb19-8a879fa9486c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90580 ms
Total Talk Time (AGENT): 25668 ms
Total Talk Time (CUSTOMER): 50581 ms
Interruptions: 2
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/911bc9ff-dc73-4a47-bb19-8a879fa9486c_20250203T13:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Can you help me?
[AGENT][POSITIVE] I'll do my best.
[CUSTOMER][NEUTRAL] OK, I have an insured on the phone. It's a disability policy, and they're calling about, uh, as to when they're gonna receive the, the, the third party, um, and I know that you know we have up until the end of last month to get it out to them, and I'm in Ona and I'm looking at the guru card but it doesn't.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't see that under retrieval.
[CUSTOMER][NEUTRAL] Um, the third party sick pay.
[CUSTOMER][NEUTRAL] For this group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you have a policy number?
[CUSTOMER][NEUTRAL] Uh huh it's 244.
[CUSTOMER][NEUTRAL] 473 9.
[AGENT][NEUTRAL] OK, so I.
[AGENT][NEUTRAL] OK, so yeah, she took out the information.
[CUSTOMER][NEUTRAL] Yeah, the pre-tax you mean.
[AGENT][POSITIVE] With the fit, yeah.
[CUSTOMER][NEUTRAL] OK, and so, um, but is it gonna be sent directly to her from APL or does it go to the group?
[AGENT][NEUTRAL] It goes to the group.
[CUSTOMER][POSITIVE] So she needs to reach out to the group OK got it OK all right very good. OK, thank you.
[AGENT][NEUTRAL] Right, yes, yes.
[AGENT][POSITIVE] You're welcome bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.