AccountId: 011433970860
ContactId: 998c0b84-6a86-4d25-a209-98c555d84f5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147669 ms
Total Talk Time (AGENT): 46127 ms
Total Talk Time (CUSTOMER): 33461 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/998c0b84-6a86-4d25-a209-98c555d84f5e_20250516T14:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello sir, my name's [PII]. I'm calling about my disability claim.
[CUSTOMER][NEUTRAL] They told me to call Friday. It'd be the 10 days is up.
[AGENT][NEUTRAL] OK, let's take a look and see what we can find here.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Right. And then I just need to verify, please, sir, your date of birth and address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what else?
[AGENT][NEUTRAL] And just your physical address, please?
[CUSTOMER][NEUTRAL] Addres
[CUSTOMER][NEUTRAL] [PII]. Um, I'm giving you permission to talk to my wife. I have to go into work.
[AGENT][POSITIVE] Oh, OK, not a problem.
[CUSTOMER][POSITIVE] She's right here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. So, it looks like the most recent claim is still looks like under review by the doctor. No decision has yet been made on it.
[CUSTOMER][NEUTRAL] So, do you know why?
[AGENT][NEUTRAL] Um, it does.
[CUSTOMER][NEUTRAL] Because it says 7 to 10 days, right?
[AGENT][NEUTRAL] Um, it doesn't show like any sort of reasoning, just that I know that with these claims, they will send them, we have a doctor that reviews them and um.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] You know, until, like, that has been reviewed and completed.
[CUSTOMER][NEUTRAL] It.
[AGENT][NEUTRAL] It just shows pending.
[CUSTOMER][NEUTRAL] Can we talk to someone in the please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello?