AccountId: 011433970860
ContactId: 0487b3fa-2e68-4be9-9795-d0ec2c249fe9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 676309 ms
Total Talk Time (AGENT): 373369 ms
Total Talk Time (CUSTOMER): 174038 ms
Interruptions: 4
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/0487b3fa-2e68-4be9-9795-d0ec2c249fe9_20250509T12:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning. How you doing?
[AGENT][POSITIVE] I'm good, and yourself?
[CUSTOMER][NEUTRAL] Just fine. I was trying to see if you are, yes, I was just trying to see if you all received my uh claim uh information, my claim form.
[AGENT][NEUTRAL] How can I help you?
[AGENT][NEUTRAL] OK, all right, so you submitted a claim to APL and you're just wanting to verify if that's been received. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Was she around [PII]?
[AGENT][POSITIVE] Thank you. And Miss [PII], what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your policy number, please?
[CUSTOMER][NEUTRAL] Let me, let me get it. I can put it on me just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Could you verify with my social?
[AGENT][NEUTRAL] Yes ma'am, one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is your social security number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you one moment please while I locate your information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Miss [PII], I will have to verify several things with.
[AGENT][NEUTRAL] You 1st 1st purposes and also any information provided would be a verification of benefits and not a guarantee of payment. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then also your home mailing address.
[CUSTOMER][NEUTRAL] [PII] uh well the PO box is uh [PII] is where I received my mail.
[AGENT][NEUTRAL] OK, so we have your physical address as your employer provided as your physical address, as mailing and obviously your physical. Does that need to be changed?
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] You do receive mail at your Park [PII] address?
[CUSTOMER][NEUTRAL] Well, if you
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] No, I received it at the PO box.
[AGENT][NEUTRAL] OK, so I'll be happy to change it. You would also need to make sure to get it updated with your employer as well. Um, let's finish verifying your information first and I can come back to your PO box. So what is the phone number that we have for you is also different. What's another phone number that we would have for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My cell phone number is [PII]. I have a home number, uh.
[AGENT][NEUTRAL] OK, that's the one you can. OK, and what is your home number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment on that one.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Gonna use my house number though.
[AGENT][NEUTRAL] Do you want it removed?
[CUSTOMER][NEUTRAL] That's what you have my house number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's fine, that it can stay.
[AGENT][NEUTRAL] OK. And again, you said that's [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, but is my cell on there anywhere? Do you have my cell phone?
[AGENT][NEUTRAL] I just, yeah, well, it wasn't, it wasn't, but I've added it. And lastly, what is your email address please, Miss [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So what is your mailing address again? What is the [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, same zip code and same city. OK. All right. So I have.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're what I see you're set up for direct deposit on that account. Is that a checking account or a savings account that you have your direct deposit set up for?
[CUSTOMER][NEUTRAL] Checking account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Miss [PII], so just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you submit this via mail?
[AGENT][NEUTRAL] Or fax. How did you send that to us?
[CUSTOMER][NEUTRAL] Uh, what?
[CUSTOMER][NEUTRAL] [PII] [PII] sent the paperwork directly to you all through fax. Uh, I went to the job and completed the rest, so [PII] sent the rest. I'm thinking through fax. I'm not sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it does appear that we've received you.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so one was received, one set of documents was received on [PII], and we also received some other information on [PII], and that information is in line for review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Wait one moment.
[AGENT][NEUTRAL] Now Miss [PII], um, do you have access to a computer? Has anyone ever told you about our portal?
[AGENT][NEUTRAL] Where you can set up your profile and actually have access to your information online as well as get your claim status there.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Has anyone ever discussed that with you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Wait a minute, um, is it through principal?
[AGENT][NEUTRAL] No ma'am, it would be through APL. Our portal is, is not our portal is called the online service center.
[CUSTOMER][POSITIVE] No, because that's good too.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But no one has ever discussed it.
[CUSTOMER][NEUTRAL] No, ma'am. They never told us about it.
[AGENT][POSITIVE] OK, so what I can do, I do have a user guide, Miss [PII], that I will be happy to email to you to that email address you verified with me. Uh, the portal again, this, well, first off, the user guide that I'm gonna email you will give you instructions on how to set up your profile. It also tells you the different things that you can do within the portal. You can opt in for text notification alerts once a claim has been reviewed and processed.
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of course you already have your bank account information online, but there is also a way in that portal that you can add in for direct deposit. So I'm gonna go ahead and send this to you. One second, let me go ahead and just do it right this moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And it gives you access as well to your policy information as a whole online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And also like when we have stuff like this as far as the claims, is it easy to process yourself?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm this user guide is gonna explain, well this is this user guide is gonna explain to you how to upload claims information into the portal and that way you can see instantly you get a confirmation showing that we received it.
[CUSTOMER][NEUTRAL] I mean, I know that
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it's a more efficient. OK. Well then, um, uh-huh.
[CUSTOMER][NEUTRAL] They've never told us that.
[CUSTOMER][NEUTRAL] So maybe we always have to bring it to the office.
[AGENT][NEUTRAL] OK, so I don't know if that, but no, ma'am. I've emailed you that user guide and it's, let me see, 11 2nd. If I can click on the right button that's I'll send I'm sorry, one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, so the email you should have it probably by now um the email that I sent will come to you from care team at.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I have put APL online service center in your subject line so that that's easy to recognize.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And if you need any help, you do see it? OK, so if you need any help when you go to set that up, um, you can call us back and we'll be more than happy to help you with that.
[CUSTOMER][NEUTRAL] Yes ma'am, I see it.
[AGENT][POSITIVE] But it's pretty self explanatory and straightforward, um, as to the information that you have to enter.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so is there any, if you would like, I can give you, are you able to take down your policy number? I'll be happy to give that to you if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, ma'am. I'm ready.
[AGENT][NEUTRAL] OK. It is 02.
[AGENT][NEUTRAL] 24
[AGENT][NEUTRAL] 4168.
[CUSTOMER][NEUTRAL] OK, alright, thank you that's 002-244168.
[AGENT][NEUTRAL] Yes, ma'am. That is 02, uh, let me say it one more time. 02244168.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that what you said? OK. All right, Ms. [PII]. Well, is there anything else this morning I can help you with?
[CUSTOMER][NEUTRAL] Yes, ma'am. That's what I think. Mhm. Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I know you, you've given me this information, but do you know how soon uh they will be able to process it or to review it?
[AGENT][NEUTRAL] All disability claims are reviewed and processed on the [PII] of each month.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Alright, OK, thank you.
[AGENT][POSITIVE] Well, you're certainly very welcome. So again, is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that'll do it.
[AGENT][POSITIVE] OK, well then if that's all I can help you with, thank you for calling APO and I hope that you have a very nice day and a nice weekend as well.
[CUSTOMER][POSITIVE] Alright, you too and happy Mother's Day.
[AGENT][POSITIVE] Oh, well, happy Mother's Day to you as well, Miss [PII]. Yes, ma'am. Thank you so much. All right.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] Bye-bye.