AccountId: 011433970860
ContactId: 0527c5b5-0c95-4810-87b7-54753ac935f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235929 ms
Total Talk Time (AGENT): 105307 ms
Total Talk Time (CUSTOMER): 102178 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/0527c5b5-0c95-4810-87b7-54753ac935f8_20250516T14:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Oops, so I just said all that and you didn't even hear me. Hey [PII], how you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. This is [PII]. I, um, I have a patient, um, he just, he gave us permission to speak with, um, [PII] who's, uh, with him. He had to go, but they're trying to figure out their dis his disability claim. Um, let me give you the policy number.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Alright, it's 259-799-94.
[CUSTOMER][NEUTRAL] There's only 2 claims on there, but both of them.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] It's in medical review or, you know, under review. And we told him that um but he requested to speak to someone in claims for more of an update because it's been over 2 months.
[CUSTOMER][NEUTRAL] Well, he submitted it at the end of March, but that's what he said.
[AGENT][NEUTRAL] I mean,
[AGENT][NEGATIVE] It looks like we received it. We didn't actually get it indexed until [PII], so it's only been 10 days.
[AGENT][NEUTRAL] It's for [PII], right?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so at the end of March.
[AGENT][NEGATIVE] It was incomplete.
[AGENT][NEUTRAL] And we needed the completed portion of his employer's form by the time we got that it was early May.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Well, it looks like maybe mid to late April, um.
[CUSTOMER][NEUTRAL] But still, he, um, I mean, he, there's nothing that we can, it's under review, but um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I mean, there's not.
[AGENT][NEUTRAL] I think I can tell him.
[CUSTOMER][NEUTRAL] He, I think he just wants to speak to someone outside of us, cause I, I'm coming in on the back end. He actually got [PII] first and they got disconnected, but she was in the process of transferring, so, um, I, I know we can't tell him much, but he doesn't want to talk to us.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Oh my goodness. OK. I'm trying to see.
[AGENT][NEUTRAL] If there's
[AGENT][NEUTRAL] Any course I mean there's not anything out here.
[AGENT][NEUTRAL] I'll talk to him, but there's, I mean, there's not anything I can do. All I can do is let him know that, you know.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] We gotta wait for the review to be done.
[AGENT][NEUTRAL] Yeah, I mean, it says that it's with the medical review physician.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, actually, it looks like they hung up. So I don't know. I'll put some notes in here, but if they call back then.
[AGENT][NEUTRAL] Yeah, I'll send the message um I'll send a message out to like [PII] and [PII] too because they're the ones that typically get those emails and let them know that the insured is calling and.
[CUSTOMER][NEUTRAL] Do you think we should come?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is, were they ugly or were they just like not understanding what was taking so long or?
[CUSTOMER][NEUTRAL] Trying to get an update or something.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] No, uh, he wasn't ugly, but it was getting there. Like he, he, if I would have offered him a call back or something, it would have been a problem, right? He's frustrated.
[AGENT][NEGATIVE] Gotcha. So he's frustrated.
[AGENT][NEUTRAL] OK, OK, I will shoot them a message now that way they know and hopefully um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If he calls back, there's an answer by that time.
[CUSTOMER][POSITIVE] OK, and I'll go ahead and note the policy. Well, thank you [PII].
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][NEUTRAL] All right. Bye-bye.