AccountId: 011433970860
ContactId: 02490f95-c128-4116-97a6-85385d308fae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176419 ms
Total Talk Time (AGENT): 71006 ms
Total Talk Time (CUSTOMER): 94499 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/02490f95-c128-4116-97a6-85385d308fae_20250317T22:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I just want to get an understanding of the status of my, uh, I guess you can call it.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, my disability claim that I have, uh, turned in here, I did a, a reclaim or whatever. I can't think what you guys turned that 100, but it's showing pending. I want can understand what that means.
[AGENT][NEUTRAL] Um, so if it's pending, that just means that it's under review, so a claims examiner is looking at all the documentation sent in, and um, then they'll come to either the approval or the denial and uh so it's just kind of an in between process.
[CUSTOMER][NEUTRAL] Yeah, that's what I was thinking because the last time that happened I was like uh in a penny that I uh what's her name uh [PII], she was trying to really contact with me because she needed some information. I just want to make sure I wasn't well I, I've already had my funds, one of them this is called a a recertification. I can't think what you guys call that, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. If, if you'd like me to check on it, I can. Do you have your policy number or the claim number?
[CUSTOMER][NEUTRAL] Yeah, and
[CUSTOMER][NEUTRAL] Yeah, uh, yeah, 244-456-6.
[CUSTOMER][POSITIVE] Continuance, this is like a continuance form thing. I wanna make sure that's correct, yeah.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if I can get your first name, last name, date of birth.
[CUSTOMER][NEUTRAL] Yeah, [PII], [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII] and then the address on file, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] OK, so yeah, it looks like this is showing benefits pending and it's saying that it's going to be paid on or after [PII].
[CUSTOMER][NEUTRAL] OK, so it's nothing. I just, not I got [PII]'s. I just wanna make sure I ain't in no limbo state. So that's basically what it's just saying, basically.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, they're just saying that usually disability payments are paid on the [PII] of every month and so it's just saying that it's pending awaiting that date it's not requesting any additional information, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, that's what I just wanted to make sure I wasn't in some kind of limbo state, you know, request something that I'm sitting, and you know, yeah, so, uh, could you repeat what you said it said is the [PII] or the [PII], when is that benefits usually paid? You said, uh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] On the on the [PII] of every month.
[CUSTOMER][NEUTRAL] OK, alright, because I know you gave me some dates on there you was reading or something like that April something I didn't know, OK.
[CUSTOMER][POSITIVE] Alright well I appreciate that.
[AGENT][POSITIVE] Yeah, not a problem. Is there anything else I can do for you, [PII]?
[CUSTOMER][POSITIVE] That'll be it thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.