AccountId: 011433970860
ContactId: fe5e3256-41b0-4211-b301-7ea99a690574
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253309 ms
Total Talk Time (AGENT): 64246 ms
Total Talk Time (CUSTOMER): 99426 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/fe5e3256-41b0-4211-b301-7ea99a690574_20250109T19:48_UTC.wav
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[AGENT][POSITIVE] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. Um, I had talked to someone early, well, this morning about uh.
[CUSTOMER][NEUTRAL] Another uh paper for the disability that I had got in and I just wanted to see, she told me uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Which I already had sent it but uh I guess.
[CUSTOMER][NEUTRAL] It was uh she told me to send back the the the statement of insured or something.
[CUSTOMER][NEUTRAL] Well, we already had did it um.
[CUSTOMER][NEUTRAL] Can you check and make sure because I have the the the confirmation number here I just wanna make sure y'all have it.
[AGENT][NEUTRAL] OK, um, what is the policy number?
[CUSTOMER][NEUTRAL] Uh, yes ma'am.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, let me
[CUSTOMER][NEUTRAL] It is 022.
[CUSTOMER][NEUTRAL] 99929.
[AGENT][POSITIVE] OK thank you.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] OK, thank you, one moment, let's see.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I'm waiting on the system.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. May I have your name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII]. My birthday is [PII].
[AGENT][NEUTRAL] OK, and I need to verify the mailing address and email address on file.
[CUSTOMER][NEUTRAL] Yes, it's uh 10.
[CUSTOMER][NEUTRAL] [PII]. Zip zip code is [PII]. The email is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, let me pull this image of what you just send in, bear with me.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, because I think y'all had got it Tuesday. I had got an email here.
[CUSTOMER][NEUTRAL] Or a message here.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You're playing
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm waiting on the documents to upload.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so I have the disability claim form, statement of insured.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your signature, yeah, I do see that you send it electronically on the [PII], so it is in line to be processed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so I don't have to send this other paper because she I guess she didn't.
[CUSTOMER][NEUTRAL] When I called this morning just to see what this because I had just got this paper the these papers in yesterday and I said well I know we just did it.
[CUSTOMER][POSITIVE] And uh but I just wanted to make sure y'all do have it then, so everything's OK then.
[AGENT][NEUTRAL] Mm. Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's all I need.
[AGENT][NEUTRAL] Yeah, that, that's all we needed. Mhm.
[CUSTOMER][POSITIVE] OK, well thank you and have a good day.
[AGENT][POSITIVE] You as well thank you for calling ATL. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, ma'am. That's it. Thank you.
[AGENT][POSITIVE] OK. All right. You're welcome. Bye-bye. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.