AccountId: 011433970860
ContactId: cda6db57-56a8-444e-8b0c-8d44070fd21f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71110 ms
Total Talk Time (AGENT): 27768 ms
Total Talk Time (CUSTOMER): 46122 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/cda6db57-56a8-444e-8b0c-8d44070fd21f_20250205T17:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in customer care. How are you this morning?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. Hey, I just have a question and I'm hopefully you can help me. Um, do you know if on any of our disability policies if they haven't returned to their actual job like their light duty, is that something that they can continue a claim for?
[AGENT][NEUTRAL] If they return on light duty or if they haven't.
[CUSTOMER][NEUTRAL] Yeah, like they're not doing their actual job they're a police officer and they've returned to work, but they're just light duty like they're not performing their actual job.
[AGENT][NEUTRAL] Yeah, the policies pay up to the return to work date once they return back to work even if it's light duty or um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alter schedule, they'll still, it's returned to work, so there's no, yeah.
[CUSTOMER][POSITIVE] It, OK, OK, OK, I appreciate that info. I was checking, couldn't find it, so I appreciate that. Thank you so much.
[AGENT][POSITIVE] Yeah, no problem, anytime.
[CUSTOMER][POSITIVE] Have a good one.
[AGENT][NEUTRAL] You as well. Bye.