AccountId: 011433970860
ContactId: ffbf1b2d-624d-4e32-b209-416f2d6822e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161410 ms
Total Talk Time (AGENT): 71989 ms
Total Talk Time (CUSTOMER): 94090 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=3.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/ffbf1b2d-624d-4e32-b209-416f2d6822e3_20250414T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey, Ms. [PII], it's [PII] by Gartner. Um, I was just calling, um, cause I know when I was in the hospital last month, you mailed me the paperwork, um, to turn in for this month. And so once I got home, I did fill it out and um nailed it and I just wanted to make sure.
[CUSTOMER][NEUTRAL] That you received it because I know that short term comes out on the [PII] of every month so I just wanted to make sure that you.
[AGENT][NEUTRAL] It come on, it, it come, it come out after the [PII] of each month, the [PII] of each month. I'm doing disability checks now, but, uh, let me pull up your information. Give me, do you have your policy number?
[CUSTOMER][POSITIVE] Oh, thank you.
[CUSTOMER][NEUTRAL] I don't, I, but I can give you my social.
[AGENT][NEUTRAL] OK, I get it, I got it. Verify I verify your date of birth for me and your mailing address for verification.
[CUSTOMER][NEUTRAL] OK, it's [PII] is my date of birth and [PII] is my address.
[AGENT][NEUTRAL] OK. And what about the email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you for that information. Now, you're calling and see that we get your paperwork for for April, is that correct? for ADI benefits? Is that correct?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, ma'am, we do have them and they're in line and I'm, I'm working on uh 15 of the month checks now, OK?
[CUSTOMER][POSITIVE] Perfect. And so I, I filled everything out correctly because chemo brain, I just wanna make sure I filled out the right pages that you needed.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am, you did. Yes, ma'am.
[CUSTOMER][POSITIVE] Perfect and can you do me a favor and mail me out the um.
[CUSTOMER][NEUTRAL] The what I need to mail back to you for May.
[AGENT][POSITIVE] Yes, ma'am. It will come with your explanation of benefit in the mail. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so I will get that next one in the mail.
[AGENT][NEUTRAL] Yes, ma'am, yes ma'am. Your benefits set up a direct deposit, but you always gonna get paperwork showing what was put in your bank account. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK perfect so I'll get the paperwork that I fill out turn into you for next month then.
[AGENT][POSITIVE] Yes, ma'am. You will. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, perfect. I really appreciate it. Thank you so much, Ms. [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] You're welcome. And anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am. I just wanna make sure I'm keeping everything straight.
[AGENT][POSITIVE] Yes, ma'am. Well, you have a wonderful day and thank you for calling American Public Life. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you. Take care. Bye.
[AGENT][NEUTRAL] Bye-bye.