AccountId: 011433970860
ContactId: e8be71fa-26ce-4646-9dd6-62679c15fe11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131600 ms
Total Talk Time (AGENT): 42478 ms
Total Talk Time (CUSTOMER): 48472 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/e8be71fa-26ce-4646-9dd6-62679c15fe11_20250305T15:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, this is [PII] and I had, uh, faxed over some paperwork yesterday. I just want to make sure y'all had everything you needed.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] [PII], could you give me the policy number?
[CUSTOMER][NEUTRAL] Oh, I don't have that. I have my um social though.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You ready?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Thank you. What's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what type of policy do you have, [PII]?
[CUSTOMER][NEUTRAL] It's a short-term disability.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And verify your date of birth, mailing address and email for me.
[CUSTOMER][NEUTRAL] Uh date of birth is the [PII]. Mailing address is [PII]. And what else?
[AGENT][NEUTRAL] Uh email
[CUSTOMER][NEUTRAL] Oh lower cases [PII].
[AGENT][NEUTRAL] OK, thank you for that information and you're calling to verify if your documents have been received. I'm showing received on [PII] and they're currently in line. Excuse me.
[AGENT][NEGATIVE] Had a cough there.
[CUSTOMER][NEUTRAL] So you did get everything you needed?
[AGENT][NEUTRAL] Currently currently in line for processing.
[CUSTOMER][POSITIVE] OK, OK, that's all I need to know. I just want to make sure you had everything. All right, thank you so much. Uh-huh.
[AGENT][POSITIVE] All [PII].
[AGENT][POSITIVE] OK, [PII], and you're welcome. If no other questions, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] All right you too bye.
[AGENT][NEUTRAL] Bye-bye.