AccountId: 011433970860
ContactId: c35bdc01-7065-42cd-b2b5-9141957a8351
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195080 ms
Total Talk Time (AGENT): 15360 ms
Total Talk Time (CUSTOMER): 42721 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/c35bdc01-7065-42cd-b2b5-9141957a8351_20250303T17:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. My name is [PII].
[CUSTOMER][NEUTRAL] I'm uh
[CUSTOMER][NEUTRAL] I'm a whole lot, uh.
[CUSTOMER][NEUTRAL] The insurance company.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] I call into uh.
[AGENT][NEUTRAL] You were
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm a member of the the insurance company that the.
[CUSTOMER][NEUTRAL] Disability insurance.
[CUSTOMER][NEUTRAL] I'm calling about my claim, uh.
[CUSTOMER][NEUTRAL] I, I request for an application form that was last week but I have not received it yet.
[AGENT][NEUTRAL] OK, you you uh requested an application form to file a claim for your disability policy, um, and you've not yet received it. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, not received it yet. That was.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That was last week on Thursday.
[CUSTOMER][NEUTRAL] You need my policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I think.
[CUSTOMER][NEUTRAL] Well