AccountId: 011433970860
ContactId: 08718ce1-50e8-43d8-983f-ac9e6fcf27ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289640 ms
Total Talk Time (AGENT): 78863 ms
Total Talk Time (CUSTOMER): 123579 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/08718ce1-50e8-43d8-983f-ac9e6fcf27ba_20250404T14:46_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] in the care team and I've got an insured on the line um that wanted to talk about his short-term disability claim.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 2574819.
[CUSTOMER][NEUTRAL] Um, I've verified everything. Looks like the most recent thing we received was he sent proof that it wasn't um work comp, so he's kind of, he wants to know how fast can we get this process because he's been waiting a long time.
[AGENT][NEUTRAL] OK, because it normally takes at least 7 to 10 business days for processing. Um, I can let them know that.
[CUSTOMER][NEUTRAL] I and I
[CUSTOMER][NEGATIVE] OK, I did let him know that I just didn't know is there any way to expedite the process or anything like that because he, you know, he's just like I haven't been paid in a month and.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, I will have to get with the disability supervisor in regards to that.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Do you mind if I go ahead and transfer him on through that way he knows he's talking to a claims specialist.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, that's fine. And his, his last name is [PII].
[CUSTOMER][NEUTRAL] Yes, [PII] and I verified all of his info.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII] or [PII] I'm so sorry have a good weekend thanks.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Claims department, this is [PII].
[CUSTOMER][NEUTRAL] How you doing [PII]? I was transferred to you. I was, I was telling my story to another, uh, representative, and, uh, she transferred here to me to see if I can get things expedited because I've been waiting like 7 to 10 business days for everything that, uh, comes back about my claim. Uh, my name is [PII]. I don't know if you have my information up.
[AGENT][NEUTRAL] Yes, I have your information pulled up. I do show we recently received mail in on the [PII], um, the normal processing time, Mr. [PII], is at least 7 to 10 business days for processing.
[CUSTOMER][NEGATIVE] OK, yeah, I understand that. Uh, we were, we went through that, uh, I was like because I submitted this claim like weeks ago and, uh, everything that's like needed that I get the information and I have to wait another 7 to 10 business days then I have to get the new information in another 7 to 10 business days. So, uh, that's why I was transferred to see if this could get escalated because I've been with like a month with no income regarding my injury.
[AGENT][NEUTRAL] OK. Yeah, that's our normal turnaround time is 7 to 10 business days. I can submit a request to see if it can be expedited sooner, but that is the normal turnaround time. It's at least 7 to 10 business days for processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I mean, that's all you could do um I appreciate it.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, I was basically, uh, told that, uh, my claim was denied because it looked like a worker's comp thing, but I have a, I submitted that letter saying that the claim was denied so there is no workers' comp.
[AGENT][NEUTRAL] OK, so that's the new information that was received was that information?
[CUSTOMER][NEUTRAL] That's the new information that was received, yes, from the state.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me take a look.
[AGENT][NEUTRAL] OK, OK, yes, I do see, see we got that documentation that it was denied um under workers' comp, so yes, that will be reviewed and I'll send a request regarding the claim being expedited sooner.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Oh no ma'am you have a great day.
[AGENT][POSITIVE] You too, thanks for calling APL bye.
[CUSTOMER][POSITIVE] Thanks bye.