AccountId: 011433970860
ContactId: ac95d16d-f49a-4ec1-a71e-2ad3ac7bfa76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204089 ms
Total Talk Time (AGENT): 76214 ms
Total Talk Time (CUSTOMER): 88377 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/ac95d16d-f49a-4ec1-a71e-2ad3ac7bfa76_20250407T17:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I, I had, uh, faxed in a um disability form for my husband [PII] on Friday. I need to know if it was received. It was a, um, for short term disability.
[AGENT][NEUTRAL] OK, I can help and make sure that we receive the fax. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] OK, my name is [PII]. My number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the policy number?
[CUSTOMER][NEUTRAL] OK, let's see the policy number.
[CUSTOMER][NEUTRAL] Oh, you know, I don't have that with me. Can I give you, uh, his birth date of birth?
[AGENT][NEUTRAL] You can give me the social.
[AGENT][NEUTRAL] And that'll pull it in for us.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is your husband's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] And yes, we did receive something, um.
[AGENT][NEUTRAL] That was reported on [PII]. We have received it. So you'll need to allow 7 to 15 business days for the claim to be processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and how would he get so I'm, I, I'm not doing it online for him, so they will call or send mail.
[AGENT][NEUTRAL] Uh, if, uh, there's anything else that's further needed for the claim, a letter will be sent.
[CUSTOMER][NEUTRAL] OK, OK, so how would I, let me, let me try to start doing this online, uh, what's the, uh, the information to set up in the.
[CUSTOMER][NEUTRAL] I can process online.
[AGENT][NEUTRAL] OK, so, um, he will need to set up his uh online service center through secured SE C U R E D.
[CUSTOMER][NEUTRAL] [PII] U R E [PII] E C U [PII], OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And that would give me all the information that the step by step.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] What's happening and everything. OK, secure secure. [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright, thank you ma'am. So so far he does nothing he just waits for.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] A letter.
[AGENT][POSITIVE] If we need any more, if we need further information, yes ma'am.
[CUSTOMER][NEUTRAL] Information.
[CUSTOMER][POSITIVE] OK. OK. Thank you so much.
[AGENT][POSITIVE] OK, you're welcome, Ms. [PII]. I hope you have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I