AccountId: 011433970860
ContactId: ab634a4b-937e-4324-94a4-40f3b03e17a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350700 ms
Total Talk Time (AGENT): 66364 ms
Total Talk Time (CUSTOMER): 174069 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/ab634a4b-937e-4324-94a4-40f3b03e17a3_20250129T20:30_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] Miss, can I speak with Ms. [PII] in claims?
[AGENT][NEUTRAL] OK, let me see if she's available. May I ask who, who I'm speaking with?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I spoke with her yesterday about my disability claim. I, uh, I had to get some paperwork filled.
[AGENT][NEUTRAL] Uh, Mr. [PII], Mr. [PII], I'm the one that does the disability, so I can help you with that. Give me your phone number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, that's fine. I believe.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright, let me have your policy number.
[CUSTOMER][NEGATIVE] Oh crap, hold on one second. I have to get it. 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had called yesterday and uh I had to get some
[CUSTOMER][NEUTRAL] Paperwork filled out for my doctor and I, she told me to just call today when I got it filled out and faxed in and I faxed it in this morning so I was just calling to let her.
[CUSTOMER][NEUTRAL] Because she said she would uh.
[CUSTOMER][POSITIVE] Be able to push it through for me.
[CUSTOMER][NEUTRAL] When I call, uh, hold on one second, I'm sorry, I'm still trying to find my policy number.
[AGENT][POSITIVE] OK, that's all right.
[CUSTOMER][NEGATIVE] Oh crap.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] What happened was I, I was originally I was out till
[CUSTOMER][NEUTRAL] January, but I got extended to February, so I had to get my doc the policy number is 249.
[CUSTOMER][NEUTRAL] 6940 wait.
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] Yeah, 6940 I believe.
[CUSTOMER][NEUTRAL] I think that's my disability policy number.
[AGENT][NEUTRAL] No, no, that's not it. Hold on, I can get it. Give me one sec.
[CUSTOMER][NEUTRAL] No, that's my, uh, that's my critical illness one. I'm sorry.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, that's all right. I can get it. I got it, uh.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] A list that I keep up and I locate your name and see if I didn't delete you out, Mr. [PII] here you are right here, Mr. [PII].
[CUSTOMER][NEUTRAL] yeah
[CUSTOMER][NEUTRAL] Yeah, 247
[CUSTOMER][NEUTRAL] 552 3 yeah.
[AGENT][NEUTRAL] It's uh it's 249-6904.
[CUSTOMER][NEUTRAL] Oh, OK, is that my critical illness or my policy or my disability?
[AGENT][NEUTRAL] This is your disability policy number is 02496904. OK. OK. And uh let me see, you supposed to been returned to work, you said you returned to work on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] Yep, that's it.
[AGENT][NEGATIVE] So you did not return, OK, because I can say I know I wouldn't have put it.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Originally.
[CUSTOMER][NEGATIVE] Originally, I was supposed to return, uh, I was supposed to return uh uh uh uh in, in, in, in, in this in January, but I got an extent they, they put me out for another couple of months because I'm not able to go back to work yet. So I was called back, I called, uh, when I called her about my disability, she said, she said I had to get that paperwork filled out from the doctor again, so I got it filled out and, and extended it to March.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] January.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So I could get my check for January and February.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I, I just, I got it filled out yet and I just sent, I faxed it in today.
[CUSTOMER][NEUTRAL] And she just told me when I, when I got it filled out to call in to let y'all know so y'all go ahead.
[CUSTOMER][NEUTRAL] And, and, and push it so I can get my check because I'm kind of like, you know, starving, you know, and I got a couple of bills that are past due.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You still there?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEGATIVE] Shit, they're.
[CUSTOMER][NEUTRAL] Holder hello?
[CUSTOMER][NEUTRAL] Why didn't hear anything.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] from my home
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] Actually.
[CUSTOMER][NEUTRAL] situation.
[CUSTOMER][NEUTRAL] yeah
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Am I on hold?
[CUSTOMER][POSITIVE] really kick in
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] What is going on?
[CUSTOMER][NEGATIVE] What the heck?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah what