AccountId: 011433970860
ContactId: a31d2457-5ba9-48ad-810f-9395b7e8c14e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130038 ms
Total Talk Time (AGENT): 57089 ms
Total Talk Time (CUSTOMER): 76959 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/a31d2457-5ba9-48ad-810f-9395b7e8c14e_20250110T17:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] with whom am I speaking to? How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII].
[AGENT][NEUTRAL] Hey [PII], how are you?
[CUSTOMER][POSITIVE] Hey, I'm good. How about you?
[AGENT][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] The same one
[AGENT][NEUTRAL] I'm trying. We got a little to no, so I'm trying.
[CUSTOMER][NEUTRAL] Yeah, I know.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] All right, well, I have a question. I have a member on the line that he's calling about his disability and he wants to know when the disability started, which I'm a little confused on the date, so I just wanna make sure I'm looking at this correctly.
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] It is 1697502.
[AGENT][POSITIVE] OK, thank you so let me get that pulled up.
[CUSTOMER][NEUTRAL] You're welcome. Mhm.
[AGENT][NEUTRAL] What is his name?
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] OK, alright, let me take a look.
[CUSTOMER][NEUTRAL] This
[AGENT][NEUTRAL] Oh, let's see here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Looks like.
[AGENT][NEUTRAL] This claim first started, it looks like he got a payment November I'm sorry.
[AGENT][NEUTRAL] Uh, [PII]. Was that what you were saying?
[CUSTOMER][NEUTRAL] No, the first payment was on [PII]. That was the first payment.
[AGENT][NEUTRAL] Let me go back.
[CUSTOMER][NEUTRAL] Based on what I'm seeing, but then I see two payments of $1000 that we sent for [PII], so I'm like, I don't know what is that if that's related to this, or is it just, I think that was just uh another benefit.
[CUSTOMER][NEUTRAL] I'm not
[AGENT][NEUTRAL] Right, it is OK, so it is, uh, [PII] was the first. That was the first. So [PII], and now what was your second question again? I'm sorry, what did you just say?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um, no, it's fine. I just need to know if that is the correct time or the, I'm sorry, the correct day because, yeah, mhm, OK, because he has a two-year period, so, um, he's asking to see when is it gonna be done, so I guess it's gonna be on this year on September.
[AGENT][POSITIVE] That's what I see. That's what I see it started. Mhm. Yeah, you're right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's what it appears. Mhm. Yeah. All right. OK, so. All right. Have a good one. All right. Bye-bye.
[CUSTOMER][POSITIVE] OK dokey. And that's what I need. Thank you. Have a good day. Thank you. Bye-bye.