AccountId: 011433970860
ContactId: a87120a3-e662-4f10-8853-8373eb59e6a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155309 ms
Total Talk Time (AGENT): 88463 ms
Total Talk Time (CUSTOMER): 60012 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/a87120a3-e662-4f10-8853-8373eb59e6a1_20250129T17:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yeah. Hello, Ms. [PII]. This is [PII] calling.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, Mr. [PII], can I have your phone number before you start?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. May I have that policy number?
[CUSTOMER][NEUTRAL] And I can give you my claim number.
[AGENT][NEUTRAL] I need the policy number. OK.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 02452056
[AGENT][NEUTRAL] That's too much for a claim, I mean your policy number. Policy number is an eight digit number, so give it to me again.
[CUSTOMER][NEUTRAL] 02452056
[AGENT][NEUTRAL] OK. Thank you for that information. Verify your uh date of birth and your mailing address for verification.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what about your email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you for the information. How can I help you today?
[CUSTOMER][NEUTRAL] Well, I went back to work at the end of [PII] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so what do I need to fill out for December?
[AGENT][NEUTRAL] Uh, you have to get your portion and the doctor portion cause we paid you up to 12/10. So if he had you out longer than 12:10, just your portion and the doctor portion.
[CUSTOMER][NEUTRAL] OK, well, he released me on 12:10, but I wasn't able to go back to work till the [PII].
[AGENT][NEUTRAL] OK, well, if he release you, that's it. We only pay if the doctor have you unable to work, not because your job then that you come back to work. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So what do you need me to submit then for December or anything?
[AGENT][NEUTRAL] OK, but no, nothing for December, we paid you up to 12:10. And if the doctor had you out longer than 12/10, that's the only way you'll get additional benefit if your provider had you unable to go to work.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] No you didn't.
[AGENT][NEUTRAL] OK. All right. So no, so we just close your file out.
[CUSTOMER][NEUTRAL] OK, I just seen that I was supposed to call, so I just wanna make sure.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, that's good. That's good you called because I had sent you another claim form thinking that, you know, the doctor had you out longer. So we'll just mark you off and close this claim out. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] No, you've been a big help. Thank you for everything.
[AGENT][POSITIVE] OK, thank you for calling American Public Life. You have a wonderful day, Mr. [PII]. Bye-bye.
[CUSTOMER][POSITIVE] You too, Ms. Best bye.