AccountId: 011433970860
ContactId: d1ca0b71-0db8-4735-816d-82518be50e26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261320 ms
Total Talk Time (AGENT): 79535 ms
Total Talk Time (CUSTOMER): 39077 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/d1ca0b71-0db8-4735-816d-82518be50e26_20250507T13:54_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII].
[CUSTOMER][NEUTRAL] Calling to check on my disability claim.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] You have a policy number?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, I can look it up by your social or last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, it looks like it's
[AGENT][NEUTRAL] It looks like we received some information from your provider, and it's currently in review.
[AGENT][NEUTRAL] I can get you over to our claims department to see if they have a better estimation of when that will be completed. Do you want me to do that?
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Um, let me verify just a few pieces of information though first, um, before I transfer you over so that way they don't have to. Um, what's your birthday, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then lastly your callback number in case it's disconnected.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] Suffering.
[CUSTOMER][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[AGENT][NEUTRAL] I see, this is [PII] on the care team. I've got an insured on the line that um wants to check on claim status. Uh, it says in review, so says Doctor [PII] review. So I just wanted to see if you could talk to him and explain what that means.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] Policy number is 259-7994.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK for [PII].
[AGENT][NEUTRAL] Yes, and I verified him and then his callback number is [PII].
[CUSTOMER][POSITIVE] OK, I'm ready when you are.
[AGENT][POSITIVE] Great.
[AGENT][NEUTRAL] right
[AGENT][NEUTRAL] Your name is
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] So what I'm gonna introduce to release the call thank you.
[AGENT][NEUTRAL] Mr. [PII], I've got Misty on the line. She's gonna with your claim status, OK.
[CUSTOMER][POSITIVE] All right, thanks.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello [PII], this is Miss