AccountId: 011433970860
ContactId: a502a9a7-e05b-49d3-be34-3745f7f42b3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173429 ms
Total Talk Time (AGENT): 51531 ms
Total Talk Time (CUSTOMER): 34275 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/a502a9a7-e05b-49d3-be34-3745f7f42b3b_20250513T15:53_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII]. I'm calling to check on my disability claim.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] My social security number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Let me get that pulled up, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, could you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, looks like I still show it's in review. Uh, do you want me to get you to our claims department to see if they can give you any more information?
[CUSTOMER][NEUTRAL] I thought that it was 7 to 10 days.
[AGENT][NEUTRAL] Uh, it looks like we sent this on 55.
[AGENT][NEUTRAL] So it's um 7 to 10 working days.
[CUSTOMER][NEUTRAL] So when will the 10 days be it so.
[CUSTOMER][NEUTRAL] I don't bother you guys.
[AGENT][NEUTRAL] Um, let me see, so.
[AGENT][NEUTRAL] So it's 551234.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] The 10th working day would be the [PII]. So if you want just to be on the safe side, if you want to give us a call back on Friday, we should have, um, hopefully should have a determination at that point.
[CUSTOMER][NEUTRAL] Yeah, they're running out of time. All right, thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.