AccountId: 011433970860
ContactId: cc53304b-59ee-4159-be75-f5ec0764a89a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231820 ms
Total Talk Time (AGENT): 71180 ms
Total Talk Time (CUSTOMER): 86675 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/cc53304b-59ee-4159-be75-f5ec0764a89a_20250131T19:27_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, um, I recently submitted, um, a claim.
[CUSTOMER][NEUTRAL] Uh, for short-term disability, and I spoke with someone last week telling me why it was denied and they were saying that my
[CUSTOMER][NEUTRAL] The physician that put me out on leave has to fill it out, but I was originally off of leave for maternity, like not a disability.
[AGENT][NEUTRAL] OK, I can help you with that. What is that policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 024
[CUSTOMER][NEUTRAL] 861-887
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let me pull that policy up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and can I get your name and date of birth please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, and do you mind verifying your address, your phone number and your email address?
[CUSTOMER][NEUTRAL] You said you need my phone number and what else?
[AGENT][NEUTRAL] Your address, phone number and email address.
[CUSTOMER][NEUTRAL] Um, my address is [PII]. Uh, my phone number is [PII]. Uh, my email address is [PII].
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] OK, thank you for verifying and you were calling um about your disability claim. um I will need to transfer you to our claims department so if you don't mind, I can put you on hold for just a moment. Is there anything else I can help you with in customer service before I transfer you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright, thank you for calling APL. You have a wonderful weekend and how am I connect you with clients.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Purring
[CUSTOMER][NEUTRAL] For calling APL. This is [PII]. With whom am I speaking? How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Hi [PII], I'm good and you?
[AGENT][NEUTRAL] I'm good. I have an insured on the phone who's calling because her disability claim was denied.
[CUSTOMER][NEUTRAL] OK, what's that policy number?
[AGENT][NEUTRAL] 248-61887.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] She said she talked to somebody last week who told her that her physician needed to fill out some forms, but she's saying it wasn't disability, it's maternity, so I don't know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no worries. OK, go ahead. What's her name?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Her name is um [PII].
[CUSTOMER][POSITIVE] OK, and everything is verified. OK, alright, go ahead and send it over thank you.
[AGENT][NEUTRAL] And I heard
[AGENT][POSITIVE] Yes ma'am. Thank you.
[AGENT][NEUTRAL] Mhm. Here she is.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Thank you for calling AT