AccountId: 011433970860
ContactId: ad31ec0e-53ce-431f-924c-d93bf5461a31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153059 ms
Total Talk Time (AGENT): 46068 ms
Total Talk Time (CUSTOMER): 72183 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/ad31ec0e-53ce-431f-924c-d93bf5461a31_20241230T16:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I tell you I just need to verify that um my paperwork was was received all 5 pages.
[AGENT][NEUTRAL] OK, I can help you. What's your name.
[CUSTOMER][NEUTRAL] Yeah, [PII], last name [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have your policy number, [PII]?
[CUSTOMER][NEUTRAL] You know, I don't, I
[CUSTOMER][NEGATIVE] Not what I can. I give my social security.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] It's [PII] and it's uh regarding continuation of benefits.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, let me pull up your information.
[AGENT][NEUTRAL] Is it a disability policy that you have?
[CUSTOMER][POSITIVE] Yes, correct, yes.
[AGENT][NEUTRAL] OK. Can you verify your date of birth and your mailing address for me?
[CUSTOMER][NEUTRAL] Yeah, [PII] mailing address [PII].
[AGENT][NEUTRAL] OK, and what's your email address on file?
[CUSTOMER][NEUTRAL] It's uh [PII] I think it's a [PII] or [PII].
[AGENT][NEUTRAL] I'm showing [PII].
[AGENT][NEUTRAL] And I do show the information was received on um we received information on the [PII] and the [PII].
[CUSTOMER][NEUTRAL] [PII] correct.
[CUSTOMER][NEUTRAL] Correct, yeah, I think, I think you only received like one page on the [PII], and I went back in yesterday, uh, uh, resubmitted again. Can you just verify that I'll.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Yeah, let me pull up the documents.
[CUSTOMER][NEUTRAL] Pages
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And so did you res resubmit all of it and so it would be the total of 5 pages.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I, I did yesterday. I hope it wasn't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do show all 5 pages.
[CUSTOMER][POSITIVE] Thank you so much I appreciate that.
[AGENT][NEUTRAL] Oh, you're welcome. Any other questions?
[CUSTOMER][POSITIVE] Great
[CUSTOMER][NEUTRAL] No, it, it'll take them probably about 7 to 10 days to go through it.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, thank you so much. Happy, happy [PII] to you. Enjoy it.
[AGENT][POSITIVE] Same to you, same to you, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] You too bye bye.