AccountId: 011433970860
ContactId: a1a4faf2-e54a-423a-86f3-e4f2a6ccd234
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96410 ms
Total Talk Time (AGENT): 28418 ms
Total Talk Time (CUSTOMER): 28208 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/a1a4faf2-e54a-423a-86f3-e4f2a6ccd234_20250429T22:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello sir, this is [PII]. I'm calling to check on my disability claim. They said that.
[CUSTOMER][NEUTRAL] Maybe be uploaded today because you got the information from the doctor.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check on the claim. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yesterday.
[CUSTOMER][NEUTRAL] No, I'll have to give you my other information.
[AGENT][NEUTRAL] OK, what's either your last name or social?
[CUSTOMER][NEUTRAL] My last name is [PII]
[AGENT][NEUTRAL] All right, thank you. And then I'll need to verify please your date of birth and address.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[CUSTOMER][NEUTRAL] My email is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like the last claim was requesting some medical records and it looks like it's still showing that it hasn't updated as of today.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.