AccountId: 011433970860
ContactId: ac2d264e-7722-406c-bfa6-3a2f0a16f208
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177539 ms
Total Talk Time (AGENT): 81202 ms
Total Talk Time (CUSTOMER): 96931 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/ac2d264e-7722-406c-bfa6-3a2f0a16f208_20250401T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need short term disability claims please, Ms. [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Ms. [PII], and may I ask who's calling, sir?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Ah
[AGENT][NEUTRAL] OK, Mr. [PII], what is your policy number?
[CUSTOMER][NEUTRAL] I don't know it offhand.
[AGENT][NEUTRAL] OK, I can look it up with your social if you could please give that to me.
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[CUSTOMER][NEUTRAL] I need the other. I never.
[CUSTOMER][NEUTRAL] That's all that's what I was saying.
[AGENT][NEUTRAL] OK, [PII], I'll need for you to verify your policy for me. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII] or
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address?
[CUSTOMER][NEUTRAL] [PII] [PII] and [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And if we get disconnected, is that a good number to call you back on the [PII] number?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah, the [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And does Miss [PII] know that you're calling her, sir?
[CUSTOMER][NEUTRAL] No, she doesn't, not offhand, no.
[AGENT][NEUTRAL] OK, alright, and there may be something I can help you with. Do you have questions about your claim?
[CUSTOMER][NEUTRAL] Well, yeah, I need, I need the claim fax number.
[AGENT][NEUTRAL] Oh, I can give that to you, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That that is 1877.
[CUSTOMER][NEUTRAL] 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 942-3. OK.
[AGENT][NEUTRAL] Yes, sir. That's it.
[CUSTOMER][NEUTRAL] OK, can you please note Ms. [PII] to uh contact me when she receives this document because we've been having trouble getting documents to you.
[AGENT][NEUTRAL] OK, I can um send her a message and let her know to look for it. Now there's, she's not the only one in that department, but I will make sure that I, I send something to Miss [PII] so that she knows to watch out for it, OK?
[CUSTOMER][NEUTRAL] Right, I understand.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][NEUTRAL] You're welcome, Mr. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] That's it. That's it.
[AGENT][POSITIVE] OK. All right. Well, you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][POSITIVE] Bye bye. OK, that's it, and I thank you, yeah, I've been.