AccountId: 011433970860
ContactId: f032c951-067d-48c6-823b-32b884f84777
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73069 ms
Total Talk Time (AGENT): 31984 ms
Total Talk Time (CUSTOMER): 27430 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/f032c951-067d-48c6-823b-32b884f84777_20250225T16:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm still working with you guys. I called you guys this morning about, uh, trying to get this claims resolved with my disability stuff.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And uh I, I was able to obtain the documentation from the final people you were waiting on. I just figure I'll let you guys know I uploaded it.
[AGENT][NEUTRAL] OK, absolutely. Do you want, I can double check and just make sure that I see it on our side. Do you have a policy number?
[CUSTOMER][NEUTRAL] It's uh 248-2897.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK, let me pull this up here. Let see.
[AGENT][NEUTRAL] All right, and then if I could get your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I do see the upload on their Jerry, so it does show that we received it, so just give it a few days for them to process it.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Goodbye.