AccountId: 011433970860
ContactId: 9ead83eb-a4bb-41a9-9fbe-ff80d92ef589
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178470 ms
Total Talk Time (AGENT): 56292 ms
Total Talk Time (CUSTOMER): 65110 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/9ead83eb-a4bb-41a9-9fbe-ff80d92ef589_20250217T15:33_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yes ma'am, I had just called but I had one last question.
[CUSTOMER][NEUTRAL] Um, that I, we hung up before I got to ask it and I wanted to ask.
[AGENT][POSITIVE] OK, I'll be happy to assist. May I have your policy number please?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Let me get that again.
[CUSTOMER][NEUTRAL] 02117201
[AGENT][NEUTRAL] OK, if you could please verify your name.
[CUSTOMER][NEUTRAL] I'm [PII].
[CUSTOMER][NEUTRAL] And I'm calling for [PII].
[AGENT][NEUTRAL] OK, is he there with you now?
[CUSTOMER][NEUTRAL] I'm on there.
[AGENT][NEUTRAL] Oh, you're on there? OK.
[CUSTOMER][NEUTRAL] I don't know how um she just had to check and I I'm there.
[AGENT][NEUTRAL] I see it. I can see it now. I can see it now. um, verify for me his date of birth and the email address on his account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the email address on his account?
[CUSTOMER][NEUTRAL] What's your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] And how can I assist?
[CUSTOMER][NEUTRAL] Yes, I, I just wanna, we have to do a new claim, and I wanted to know um how long is the short term disability?
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] This one is gonna be a while.
[AGENT][NEUTRAL] Oh, for
[AGENT][NEUTRAL] OK, so this is a disability question. OK, let me get a disability rep on the line one moment.
[CUSTOMER][NEUTRAL] That that's what I'm getting ready. She said she got to transfer me.
[AGENT][NEUTRAL] Yeah, I have to transfer you, um, you must have chose the medical option and not the disability option. One moment, I'll get a disability rep, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Morning. Thanks for calling [PII] [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], I have um [PII], wife of [PII] on the line calling in regards to a question for the disability policy. Um, they have been fully HIPAA verified and she is authorized to speak.
[CUSTOMER][NEUTRAL] OK. Can I get a callback number, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The policy number?
[AGENT][NEUTRAL] 2117201.
[CUSTOMER][NEUTRAL] OK, you can go ahead and send that through.
[AGENT][POSITIVE] Thank you.