AccountId: 011433970860
ContactId: f8947d03-4cea-48e6-a7f0-ccd6f3506e67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 478000 ms
Total Talk Time (AGENT): 123055 ms
Total Talk Time (CUSTOMER): 72538 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/f8947d03-4cea-48e6-a7f0-ccd6f3506e67_20250113T18:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII].
[CUSTOMER][NEUTRAL] I'm calling concerning my.
[CUSTOMER][NEUTRAL] My, uh, disability insurance. I send in the claim, uh, and I see that you all received it, uh, yesterday.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] But today I.
[AGENT][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] So I want to know what
[AGENT][NEUTRAL] Yes, I can help you, [PII]. um, can you please give me your callback number, sir, just in case our call is disconnected.
[CUSTOMER][NEUTRAL] OK, my, my, my number is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] My policy number is 0.
[CUSTOMER][NEUTRAL] 243-2636.
[AGENT][NEUTRAL] OK, let me pull in your policy, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir, and then for security reasons I'll need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, my address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] ZIP is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and then the number you gave me to call you back on if we were disconnected, is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you, I appreciate you verifying your policy for me, [PII]. So I do see that um we received the claim on [PII] and we also received information on [PII], and they're in progress right now for processing and it takes 7 to 10 business days from the time that we receive the claim for it to be processed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I want, I want to know if that if everything is complete.
[CUSTOMER][NEUTRAL] I wanna know if if if the if the application is complete and it it need no more uh come back on it.
[AGENT][NEUTRAL] Oh, OK, um, what I can do, sir, is I can get your phone number and I can have somebody call you back within 24 hours to to let you know for sure if we've got all the information we need for your claim, sir. Can I, um.
[AGENT][NEUTRAL] Get a good call back number is it the one that you gave me the [PII], is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I send in a request for somebody to make sure they call you back, OK?
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] He gave up, um, Lean said she thinks he's giving up um caffeine.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], I've got that request in for you for somebody to give you a call back after reviewing your claim to make sure you have everything you need, OK?
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] It's no problem at all, sir. I thank you for calling APL and I hope you have a blessed rest of your week.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] OK, thank you too, bye.
[AGENT][NEUTRAL] Bye-bye, sir.