AccountId: 011433970860
ContactId: e89b6418-125f-4c44-aeb9-7e7936360fef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282809 ms
Total Talk Time (AGENT): 85916 ms
Total Talk Time (CUSTOMER): 65467 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/e89b6418-125f-4c44-aeb9-7e7936360fef_20250325T20:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII], and I want to check and make sure that y'all received the fax that I sent last night.
[AGENT][NEUTRAL] OK, I can um check and see if it's been received, Mr. [PII]. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I don't know, yeah, we gotta go this way.
[AGENT][NEUTRAL] OK, I can ask
[CUSTOMER][NEUTRAL] I don't know my policy.
[AGENT][NEUTRAL] I can also search the policy with your social if you like.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for everything to come up here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, here we go. And which policy is it for?
[CUSTOMER][NEUTRAL] Uh, my short term disability.
[AGENT][NEUTRAL] OK, here it is. Hold on one moment.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And, uh, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And do you mind if I place you on just a brief hold while I search the faxes? OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Let's try this again, work flow.
[AGENT][NEUTRAL] So these two.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] 1828.
[AGENT][NEUTRAL] 88.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Hello Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, thank you so much for holding. I do apologize for that wait. So I'm not showing the facts yet, but that doesn't mean it's not received because it has to go through document management to be uploaded so we can see it. So it may just be in that process and it's just not, it's here, but it's just not up for us to see it yet. I would say to give it, go ahead.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because what I
[CUSTOMER][NEUTRAL] I did a cover sheet in front of it with my name on it and my Social Security.
[CUSTOMER][NEUTRAL] And that's what I was, you know
[CUSTOMER][NEUTRAL] Like
[AGENT][POSITIVE] OK, well, I would definitely, if you sent it yesterday, I would say maybe give us a call tomorrow, they should definitely have it uploaded by then.
[CUSTOMER][NEUTRAL] You can't go that way, right? OK, OK, alright, alright, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.