AccountId: 011433970860
ContactId: e3452a2d-245e-4266-b15d-10dee8c38538
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188250 ms
Total Talk Time (AGENT): 75711 ms
Total Talk Time (CUSTOMER): 104042 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/e3452a2d-245e-4266-b15d-10dee8c38538_20250312T15:36_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Can give you my account number it is uh 2,566,030.
[AGENT][NEUTRAL] I'm so sorry, sir. I can barely hear you. Say again.
[CUSTOMER][NEUTRAL] It is 256-603-0. My name is [PII].
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[CUSTOMER][NEUTRAL] But I saw something last night. They had, I didn't see no kids, but they had a full out of shape.
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth, mail address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII] email address [PII].
[AGENT][NEUTRAL] OK, and how may I assist you today?
[CUSTOMER][NEUTRAL] I just checked that paper y'all 1/10 minutes ago.
[CUSTOMER][NEUTRAL] I'll be ham. Look at them white those behind her eyes. They they eyes you can hate that. Yeah I can.
[AGENT][NEUTRAL] OK. Usually it takes about a while for us to see it in our system, and you say you just sent it a few moments ago?
[CUSTOMER][NEUTRAL] Hello? I just said 10 minutes ago to y'all.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] She said, and I told [PII], don't worry about [PII] because that's where they're gonna get him.
[CUSTOMER][NEGATIVE] They ain't gonna stand for that bitch.
[CUSTOMER][NEGATIVE] But yeah, a guy, he know he ain't she gonna get him. She gonna get it cause she know that law.
[CUSTOMER][NEUTRAL] Oh I see.
[AGENT][NEUTRAL] OK, I don't show it's come through yet. Uh, usually it takes a while for us to see in our system. Uh, I would say if you want to give us a call later on today or tomorrow, we should be able to verify if it's been received.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEGATIVE] I ain't no white man was so weak like this.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK then, so it takes about 2 or 3 weeks for my back y'all again. It'd be 2 weeks my hit y'all again.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] No, I say you can give us a call tomorrow. Hopefully, we'll be able to show if it's been received. It usually takes a while for us to see it in the system.
[CUSTOMER][NEUTRAL] Should have been alright.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK, but I'm saying once y'all receive it then it says it's like 14 to 20 days to process it.
[AGENT][NEUTRAL] Uh, once that has been received, uh, let me see what they were needing. Give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Uh.
[AGENT][NEUTRAL] OK, looks like we were needing attending physician statement. Uh, did you submit that to us?
[CUSTOMER][NEUTRAL] she
[CUSTOMER][NEUTRAL] This one I saw the doctors I went to see, yes, that's the one I submitted to you.
[AGENT][NEUTRAL] OK. Well, I'm not sure how long it would take if they would need additional information or how the process it will be, but usually 7 to 10 business days.
[CUSTOMER][NEUTRAL] know.
[CUSTOMER][POSITIVE] Alright then thank you ma'am.
[AGENT][POSITIVE] Uh yes, sir. Thanks for calling APL. Have a great day, Mr. [PII].
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.