AccountId: 011433970860
ContactId: e39bbf5b-3388-4e3f-8ba9-c40ed55b1a49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 56400 ms
Total Talk Time (AGENT): 47098 ms
Total Talk Time (CUSTOMER): 14372 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/e39bbf5b-3388-4e3f-8ba9-c40ed55b1a49_20250227T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I just missed a call from you.
[AGENT][NEUTRAL] Yes, ma'am, Ms. [PII], I had called you because on your disability claim form on the employer portion, she got on here that you're going to receive a sick leave and PPTO, and she got it start in [PII], but she said until time use or return to work. So I was just trying to see how long was you receiving other income.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] I had, I think 2 weeks' worth.
[AGENT][NEUTRAL] 02 weeks. OK. All right. That's what I want to make sure. I, uh, I think, you know, most people don't, uh, but anyway, I, I was just trying to make sure, so that's, that's what I was, that's what I was verifying. All right. Well, I'm working on your claim now.
[CUSTOMER][NEUTRAL] Yeah, I didn't have much.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Uh, you're welcome. You have a great day and thank you for calling me back. Bye-bye.
[CUSTOMER][POSITIVE] All right, thank you.