AccountId: 011433970860
ContactId: 9a82edd4-94fa-467b-add1-73cb7d020acd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242940 ms
Total Talk Time (AGENT): 81786 ms
Total Talk Time (CUSTOMER): 56941 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/9a82edd4-94fa-467b-add1-73cb7d020acd_20250402T16:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to speak to Ms. [PII] in claims please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This short term disability plans.
[AGENT][NEUTRAL] OK. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] [PII], I don't know my policy number offhand.
[AGENT][NEUTRAL] OK, Mr. [PII], can I get your social, and that'll pull your policy in for us.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up, sir.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, uh, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then one last verification, can you give me your phone number that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Mr. [PII], can I call you back on that number if our call is disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you, sir. And does Miss [PII] know that you're calling her?
[AGENT][NEUTRAL] Is she expecting your call?
[CUSTOMER][NEUTRAL] No, ma'am, I'm trying to.
[CUSTOMER][NEUTRAL] No ma'am, I am trying to see if everything, if the paperwork was finally sent to her so that we can get this.
[CUSTOMER][POSITIVE] This uh issue taken care of.
[AGENT][NEUTRAL] OK sir, um, I'm gonna put you on a brief hold. I'm gonna try to get contact Miss [PII] and see if she is able to take your call at this time, OK? It's gonna be a brief hold. I'm gonna try to contact. You're very welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hi, I was able to get a hold of [PII] and she is available to take your call. So it's gonna be a brief hold while I transfer you on over to her, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, thank you very much, sir, for your patience.
[AGENT][POSITIVE] Thanks for calling APL.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got him on the other line and I did verify everything with him. OK, thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, thank you.