AccountId: 011433970860
ContactId: cb208990-55b1-43f8-b936-11f7d212b504
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1039760 ms
Total Talk Time (AGENT): 87495 ms
Total Talk Time (CUSTOMER): 49486 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/cb208990-55b1-43f8-b936-11f7d212b504_20250324T14:18_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am I need claims please.
[AGENT][NEUTRAL] This is the claims department. How can I assist you today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII], and I wanna make sure that all the paperwork has been submitted correctly and is being processed.
[AGENT][NEUTRAL] Do you have a policy number, [PII]?
[CUSTOMER][NEUTRAL] No, I do not, not offhand.
[AGENT][NEUTRAL] [PII], what is your social? Uh, give me a moment. I'm having issues with my system.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what type of policy do you have?
[CUSTOMER][NEUTRAL] short term disability.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So [PII], I'm gonna have to transfer you to the queue, but before I do, could you verify your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Why is my stuff moving so slow?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], do we have an email for you?
[AGENT][NEUTRAL] If so, could you verify?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And just in case this call is disconnected, I wanted to verify this callback number of [PII].
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Hold one moment [PII], while I transfer you to someone, a lab person in disability to you. Hold one moment.
[CUSTOMER][NEUTRAL] Right. You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So I'm still holding for someone to come to the phone, a live person to catch the call. So I'm still, I'm still holding on, so don't think that I've forgotten about you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] All righty. Well, I'll be right back.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Ferring.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I apologize for the inconvenience, but I'm not able to reach anyone. Can I get your um.
[AGENT][NEUTRAL] I'm gonna put a message for someone to give you a call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So your callback number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] I do apologize for the inconvenience. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Like that
[AGENT][POSITIVE] Alrighty well thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're