AccountId: 011433970860
ContactId: c9664c98-993c-4c97-bb9e-6be4886dccfa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141139 ms
Total Talk Time (AGENT): 89978 ms
Total Talk Time (CUSTOMER): 53515 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/c9664c98-993c-4c97-bb9e-6be4886dccfa_20250512T14:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APA. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Uh you said is this Miss [PII]?
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[CUSTOMER][POSITIVE] Hey, hey Miss [PII], it's [PII] [PII]. How are you doing today?
[AGENT][NEUTRAL] All right, Mr. [PII], hold on one moment. Let me get right here. I need your policy number.
[CUSTOMER][NEUTRAL] OK, I'm looking for it right now. I get my eyeballs to work.
[AGENT][NEUTRAL] I might, I might get it. Let me see, I might have it.
[AGENT][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Alright, I'm just trying to get the app to work. I got a 250.
[AGENT][POSITIVE] I think I got it.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 6754.
[AGENT][NEUTRAL] OK, I got it. Uh, just verify your date of birth and your mailing address for verification.
[CUSTOMER][NEUTRAL] Excuse me, yeah, [PII] and then [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, thank you for that information. Uh, give me your phone number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. How can I help you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] I just called you I talked to you a couple times last week, week before just trying to get an update on my uh disability there.
[AGENT][NEUTRAL] All right, well, right now it's still with over at uh the medical director uh office. We haven't got a response back yet that was sent over on uh must have been last Thursday. Let me see what day I sent it over there, uh, [PII], which was last Wednesday, so we got to give him time to get that back to us. Once you get that back to us, I will give you a call and let you know what's going on with it and try to get it processed depending on what he says, but he got the information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, Ms. Bet. I'm sorry, I just, it's, um.
[AGENT][NEUTRAL] Oh no, I understand, but you know, I can't do anything until he, yeah, so he gets that paperwork back to us. Yes, sir. So I sent that on a Saturday.
[CUSTOMER][NEGATIVE] I got no I got no money.
[CUSTOMER][NEGATIVE] I know you can't like that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, but once we get it back, I'm gonna get it taken care of. I will, I will, once we get it, I'll take care of it. You're welcome. Anything else I can help you with today?
[CUSTOMER][POSITIVE] Alright, if you can help me out in any way.
[CUSTOMER][POSITIVE] All right. Thank you.
[CUSTOMER][POSITIVE] Thank you dear.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right, well, you have a great day. Thanks for calling American Public Life, Mr. [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah