AccountId: 011433970860
ContactId: e67989e0-6473-4de2-8f84-152c5cf06b21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267459 ms
Total Talk Time (AGENT): 62833 ms
Total Talk Time (CUSTOMER): 82034 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/e67989e0-6473-4de2-8f84-152c5cf06b21_20250114T13:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII], this is uh [PII]. Um, I don't have my policy number with me, but my, my social security would do.
[AGENT][NEUTRAL] Uh-huh, it would.
[CUSTOMER][NEUTRAL] I'm just trying, yeah, it's [PII].
[CUSTOMER][NEUTRAL] It's disability claim, continuation of benefits.
[AGENT][NEUTRAL] OK, can I get a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] [PII] OK thank you and you said you're checking on your disability claim?
[CUSTOMER][NEGATIVE] Yeah, yeah, I checked it online and it said it was processed, but there's no benefit payment and I just was need to understand if there was something wrong.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With the paperwork that was filled out or or what so.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] Still searching for your policy number.
[AGENT][NEUTRAL] [PII], can you verify your date of birth, your mailing address for me?
[CUSTOMER][NEUTRAL] Sure, 10863, uh, mailing address is [PII].
[AGENT][NEUTRAL] And your email address on file?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] OK, thank you for that. One moment.
[AGENT][NEUTRAL] OK, so the last benefit you received paid you through [PII], is that correct?
[CUSTOMER][POSITIVE] Correct, correct.
[AGENT][NEUTRAL] OK, so we did receive the doctor's claim form on
[AGENT][NEUTRAL] The [PII] and it was reviewed on [PII] and it shows that the.
[AGENT][NEGATIVE] Form is not legible.
[CUSTOMER][NEUTRAL] OK, that's, that's, yeah, that seems to be what, um, my company had but it was no it wasn't legible either, so, so, um, I.
[AGENT][NEUTRAL] Right, right. So we'll need to get another one, you know, to consider a benefit on the [PII].
[CUSTOMER][NEUTRAL] OK, I
[CUSTOMER][POSITIVE] Sure, I, I, um, I, I see him today anyway, so that'll be good. Uh go ahead and re reprint out that information, but thank you for letting me know that. I appreciate that because I was concerned.
[AGENT][POSITIVE] Oh, good.
[AGENT][NEUTRAL] Oh, you're welcome. You're welcome, [PII]. Did you have any other questions?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thanks, thanks so much. No, I appreciate your help very much and thanks for verifying.
[AGENT][POSITIVE] Alrighty, thank you for calling APL. You too, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Take care.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] You too.