AccountId: 011433970860
ContactId: dea9eb00-b323-403e-ae6c-5fd43ad1d953
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275989 ms
Total Talk Time (AGENT): 100156 ms
Total Talk Time (CUSTOMER): 180819 ms
Interruptions: 6
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/dea9eb00-b323-403e-ae6c-5fd43ad1d953_20250214T23:30_UTC.wav
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[CUSTOMER][NEUTRAL] We need to make sure that so on the phone.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm just checking to see if, um, uh, if everything's OK on my um on my uh in my benefits or uh.
[CUSTOMER][NEUTRAL] Um, to see if you guys have everything I need, uh, so I, so I get a payment this week, this month.
[AGENT][NEUTRAL] Are you calling about a claim?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. All right, I can help you with the claim. What is your phone number, sir?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what is your policy number?
[CUSTOMER][NEUTRAL] Uh, that I don't know. I, can I give you my social?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, let me look it up.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] How you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] On uh what policy you wanting to check a claim on?
[CUSTOMER][NEUTRAL] It's my [PII]. Um, it's, it's an accident policy, my, um.
[AGENT][NEUTRAL] Accident
[CUSTOMER][NEUTRAL] I'm, yeah, I'm supposed to, I'm having surgery next week on my shoulder. What that thing.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK. I show you have a short-term disability, but I don't see an accident policy with us.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I was thinking earlier. OK, well that must be it then, um, yeah. Yes ma'am, 423-67. So I couldn't do that to him. I think about it.
[AGENT][NEUTRAL] OK. All right. I'll need for you to, for security reasons, can you verify your date of birth?
[AGENT][NEUTRAL] Thank you and then I'll also need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEGATIVE] Not my job.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, [PII], um, [PII] and [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying that OK let's see what's going on with it.
[CUSTOMER][POSITIVE] But I am getting a little bit more now see it's saying. I appreciate it. I'm getting a little ruck a little bit better each time it gets better. My doctor was supposed to send his form in in and then I sent mine in. I'm kind of like a month behind, uh, because I didn't get a payment for last month because I didn't get the doctor's form in in time. So that one.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, there's some of them.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Could have been some of this guy, but.
[CUSTOMER][NEGATIVE] Oh. Well. I hope, I hope you don't get one of them up.
[AGENT][NEUTRAL] Alright let me look up this claim.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] What is that in the back? Let's go looking over the side. Oh shit.
[CUSTOMER][NEUTRAL] Mm mm mm mm I'm gonna say.
[AGENT][NEUTRAL] OK, it looks like.
[AGENT][NEUTRAL] Let me go back to it.
[AGENT][NEUTRAL] It looks like you're going to be getting a benefit amount in the amount of $3900.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That should be tomorrow, huh?
[AGENT][NEUTRAL] Um, those don't.
[AGENT][NEUTRAL] Right, they don't go out until after the [PII] of the month.
[CUSTOMER][POSITIVE] OK, OK, well, so everything must be good then. I wanted to know before I borrowed any money from my sister. Yeah, I'm gonna borrow some money. I'm gonna try to borrow some money from her and I wanna be sure I was gonna get some money tomorrow, but uh I I appreciate you, ma'am.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Yes, now yours.
[CUSTOMER][NEUTRAL] I see what's that now?
[AGENT][POSITIVE] OK, it's no problem at all. I, I was gonna say now y'all, you guys have a good [PII] and we appreciate you calling APL.
[CUSTOMER][NEUTRAL] 00, OK.
[CUSTOMER][POSITIVE] Thank you. You guys are really every time I call you guys are really, really awesome and great to me. I appreciate you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] Oh thank you appreciate the compliment thank you so much and thank you for being an APL customer you have a great night.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you and you, you have a happy uh uh uh uh [PII] too.
[CUSTOMER][NEUTRAL] And uh I'll talk to you guys later.
[AGENT][POSITIVE] Thank you, sir. I appreciate that.
[AGENT][NEUTRAL] OK, bye bye.
[CUSTOMER][POSITIVE] Thank you, bye bye.