AccountId: 011433970860
ContactId: c4964d08-ed7b-45a6-930a-84af90ffb751
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286600 ms
Total Talk Time (AGENT): 113299 ms
Total Talk Time (CUSTOMER): 83070 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/c4964d08-ed7b-45a6-930a-84af90ffb751_20250320T21:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a question. This is [PII] and I'm calling on my husband's disability.
[CUSTOMER][NEUTRAL] And he's sending a request to add me on there for y'all to speak with me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And do I have the right line or do I need to call a different number?
[AGENT][NEUTRAL] OK, um, what is the policy number and I can look that up.
[CUSTOMER][NEUTRAL] I'm sorry, I don't have it with me. I didn't bring it.
[AGENT][NEUTRAL] OK, do you know his social?
[CUSTOMER][NEUTRAL] Absolutely [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And his name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And do you mind verifying his date of birth and address for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I get a good call back number and his email address?
[CUSTOMER][NEUTRAL] [PII] email address I don't, I know it's a [PII]. I, I think.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I see.
[AGENT][POSITIVE] And how can I help you with this today?
[CUSTOMER][NEUTRAL] I was just trying to check on um to see if y'all send out his next benefit.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] I would need to get somebody in the claims department that could look that up for you um.
[CUSTOMER][NEUTRAL] Did I dial the wrong number?
[AGENT][NEUTRAL] Now it's the right number. It's just that it rolled to customer service, um, and I don't have access to that for y'all security reasons, um.
[AGENT][NEUTRAL] Let me see, I can transfer you though. Is there anything else I can help you with in customer service before I transfer you?
[CUSTOMER][NEUTRAL] Um, what time do they close?
[AGENT][NEUTRAL] Uh, [PII] and it's [PII] now, so we've got an hour right and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling APL, yes ma'am mhm.
[CUSTOMER][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you for calling APL. You have a wonderful evening and hold and I'll connect you with claims.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, and what was that callback number again just in case.
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Hold on just a moment.
[CUSTOMER][NEUTRAL] Per
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is London customer services again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have um an insured spouse on the phone calling to see if we've mailed out his disability check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, policy number?
[AGENT][NEUTRAL] 211
[AGENT][NEUTRAL] 7201.
[AGENT][NEUTRAL] She said she they sent something in showing that she could get information on this policy, but I don't.
[AGENT][NEUTRAL] I don't know if that's true or not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If y'all have that or not in clients.
[AGENT][NEUTRAL] And her name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] OK, you can send her on over.
[AGENT][NEUTRAL] Alright and uh her callback number just in case is the um.
[AGENT][NEUTRAL] [PII] that's in line system. That's hers.
[CUSTOMER][NEUTRAL] OK, give me two moments you said [PII].
[AGENT][NEUTRAL] Uh-huh. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][NEUTRAL] Alright, thank you, and he's been, she's she verified all his information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thanks.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][POSITIVE] Good afternoon. Thanks