AccountId: 011433970860
ContactId: b900ebe0-2584-4d52-b7c5-7fdd93015e21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210639 ms
Total Talk Time (AGENT): 66876 ms
Total Talk Time (CUSTOMER): 57737 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/b900ebe0-2584-4d52-b7c5-7fdd93015e21_20250128T22:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, I wanna see when my, uh, my policy ends with you guys my year anniversary.
[CUSTOMER][NEUTRAL] For claims
[AGENT][NEUTRAL] I can check and see what type of policy you have and how it works. Um, what is the policy number?
[CUSTOMER][NEUTRAL] 246-216-6
[AGENT][NEUTRAL] OK and may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII] phone number is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right. And for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII] is my birthday.
[CUSTOMER][NEUTRAL] Email is [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said that you wanted to know.
[AGENT][NEUTRAL] When you have your year?
[AGENT][POSITIVE] Like your anniversary.
[CUSTOMER][NEUTRAL] Yeah, for benefits, yeah, when, when for benefits for you guys because I put a claim in [PII].
[CUSTOMER][NEUTRAL] Um, 24.
[CUSTOMER][NEUTRAL] And I just wanna see when it's over when I don't get benefits anymore.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, so let me check and see um what's the term of the policy. OK, one moment.
[CUSTOMER][NEUTRAL] I think it's a year.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] 78.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And now when I'm on the phone.
[CUSTOMER][NEUTRAL] I'm on the phone she won't do that yet.
[AGENT][NEUTRAL] And that's it's gonna be one year. um I see that.
[AGENT][NEUTRAL] First payment for the disability [PII].
[CUSTOMER][NEUTRAL] OK, so it'd be [PII] then?
[AGENT][NEUTRAL] Um, well, including the elimination period, which is part of it, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's the first day. Yeah, that was the first day of the disability. Mhm.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] OK, cool. All right, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that's it. Have a good day.
[AGENT][POSITIVE] You as well. Have a good afternoon. Thank you for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Bye bye thank you bye.
[CUSTOMER][NEUTRAL] Mhm.