AccountId: 011433970860
ContactId: aa1721b9-f465-4f74-80de-28a1f9e6cc8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69269 ms
Total Talk Time (AGENT): 25158 ms
Total Talk Time (CUSTOMER): 23260 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/aa1721b9-f465-4f74-80de-28a1f9e6cc8c_20250121T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to figure out if, uh, am I supposed to get like a, like some type of W-2 or something from you guys or how do I file the disability? I got short term disability for maternity leave for there.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Right, OK, for your disability policy.
[CUSTOMER][NEUTRAL] Right, so how do I claim, how do I put it on my taxes?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, that's a great question. Alright, let me get your policy pulled up here and we will take a look. Um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That was [PII], I'm sorry.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And [PII], if you would, can I get a good, uh, call back number from you?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Hello?