AccountId: 011433970860
ContactId: b5390275-5f05-4ed3-871c-5287d9f5bcb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83900 ms
Total Talk Time (AGENT): 33396 ms
Total Talk Time (CUSTOMER): 40537 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/b5390275-5f05-4ed3-871c-5287d9f5bcb5_20250122T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], can I, I'm just checking up on my policy, making sure everything's still on track on getting processed.
[AGENT][NEUTRAL] OK, for a claim, is that what you?
[CUSTOMER][NEUTRAL] For my short term disability, yeah.
[AGENT][NEUTRAL] OK, yeah, let's take a look. Do you have
[CUSTOMER][NEUTRAL] Right, uh, short term.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's 253-628-6.
[AGENT][NEUTRAL] All right. And then if I can get.
[CUSTOMER][NEUTRAL] It's [PII]. It's uh uh email is [PII]. I got [PII] or [PII]. And then uh telephone number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, thanks so much, [PII]. I appreciate that. So the last claim submitted, it looks like uh the date is showing on the [PII] is still in progress, so nothing has been determined, no payment, no nothing yet. So just give it a little bit more time, it looks like.
[CUSTOMER][POSITIVE] Perfect. Sounds like a plan. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Right.