AccountId: 011433970860
ContactId: abd6740f-d2b7-4799-8d4a-546e1bf95a5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167199 ms
Total Talk Time (AGENT): 62509 ms
Total Talk Time (CUSTOMER): 67986 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/abd6740f-d2b7-4799-8d4a-546e1bf95a5f_20250108T17:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling Ael. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I need to check on a claim that I submitted a couple weeks ago.
[AGENT][POSITIVE] OK, I can help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, um, the number is [PII].
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] Um, give me one second while I have it.
[CUSTOMER][NEUTRAL] Um, it's 14262.
[CUSTOMER][NEUTRAL] 02557906
[AGENT][NEUTRAL] OK, that's not um [PII] and what's your last name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what type of claim did you submit over?
[CUSTOMER][NEUTRAL] Um, it was for short term disability.
[AGENT][NEUTRAL] OK, give me
[AGENT][NEUTRAL] Can you verify your date of birth?
[CUSTOMER][NEUTRAL] Uh, sure. It's [PII].
[AGENT][NEUTRAL] Can you verify your address?
[CUSTOMER][NEUTRAL] Sure, um, [PII].
[AGENT][NEUTRAL] And lastly, your email address.
[CUSTOMER][NEUTRAL] Um, my first name [PII].
[AGENT][NEUTRAL] OK, Miss. [PII], thank you for that. You said you want to check the status of your claim?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, give me one second.
[AGENT][NEUTRAL] OK, it looks like we um requested medical records um on, on Monday, so we would have to wait until that comes back and we can continue with processing the claim.
[CUSTOMER][NEUTRAL] OK, um, did, like, do I have to do anything?
[AGENT][NEUTRAL] No, not right now. We, um, we requested medical records from the doctor that you put on your application.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, so I mean if you wanna call them, let them know that we sent that request, um, maybe they would send it over to us, but we sent that request on Monday.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, um, I will call them just to check in with them, um, but thank you for your help.
[AGENT][NEUTRAL] No problem, Ms. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] Alright, thanks for calling April. You have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][NEUTRAL] Huh