AccountId: 011433970860
ContactId: f62a32a7-d911-4bfb-9f78-c4f9827b4923
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157990 ms
Total Talk Time (AGENT): 62456 ms
Total Talk Time (CUSTOMER): 49558 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/f62a32a7-d911-4bfb-9f78-c4f9827b4923_20250307T18:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I just want to check that for my disability claim.
[AGENT][NEUTRAL] OK, I can help you with claim status, sir. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] Yeah my name is [PII] policy number 2444566.
[AGENT][NEUTRAL] OK, let me pull your policy up.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Yeah, just [PII], uh, email address [PII].
[CUSTOMER][NEUTRAL] What else did you need?
[AGENT][NEUTRAL] Your phone number, sir?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what is a good number to call you back on if we get disconnected? Would it be the number that you just gave me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, so I'm looking at your claim, sir. I've got it pulled up right here, um, and it says that.
[AGENT][POSITIVE] It is in progress right now.
[CUSTOMER][NEUTRAL] OK, how long does that usually take? It's been a while sometimes it could take a minute like this.
[AGENT][NEUTRAL] Yes, once we get all the information that we need, it can take up to 10 business days, and that does not include weekends.
[CUSTOMER][NEUTRAL] Yeah, well, you have all the information that you need that's, uh, I've been sending that in, so yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So as long as I don't see it needing any more, that's you have all of that so yeah I guess it's in progress then.
[AGENT][POSITIVE] Yes, sir. It's in progress.
[CUSTOMER][POSITIVE] Alright thank you mhm.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That'd be it thank you mhm.
[AGENT][POSITIVE] Alright, you have a good weekend and thank you for calling APL.