AccountId: 011433970860
ContactId: b12cc00a-688c-4140-943b-9f35161839ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58299 ms
Total Talk Time (AGENT): 20038 ms
Total Talk Time (CUSTOMER): 27810 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/b12cc00a-688c-4140-943b-9f35161839ea_20250505T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I had a stroke last Tuesday.
[CUSTOMER][NEUTRAL] And I have your insurance and I have um.
[CUSTOMER][NEUTRAL] Short term disability.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I'm trying to figure out or find out what it is that I need to do uh or or or what I'm I'm eligible for.
[AGENT][NEUTRAL] OK, so you're just needing assistance in filing for, uh, your, uh, excuse me, a claim for your short term disability, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, yeah, definitely.
[CUSTOMER][NEUTRAL] And find out what, what, what, what is.
[CUSTOMER][NEUTRAL] What are, what, what, what, what has to happen before I do before I file?
[AGENT][NEUTRAL] Of course, yes, I can get that information, um, exactly what we need for those claims. I'm sorry, what was your name, please?
[CUSTOMER][NEUTRAL] [PII]