AccountId: 011433970860
ContactId: 0f110703-61f2-4a3f-8f5b-23375b8f249e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 438440 ms
Total Talk Time (AGENT): 102398 ms
Total Talk Time (CUSTOMER): 153261 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/0f110703-61f2-4a3f-8f5b-23375b8f249e_20250417T20:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah my name is [PII]. I am uh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I have a disability claim that's in process and they told me to call back last night but I didn't make it before you close. I, I missed you so I'm just calling today to find out an update because they said it should been processed by Wednesday or Thursday.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's your policy number?
[CUSTOMER][NEUTRAL] I don't have it. I got my name and.
[CUSTOMER][NEUTRAL] Social security number.
[AGENT][NEUTRAL] And your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Could you repeat that a little slower, please?
[CUSTOMER][NEUTRAL] 3, you need my whole social security number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, to search for your social uh huh.
[AGENT][POSITIVE] OK, thank you. And what's a good phone number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get a good phone number in case we're disconnected.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You still there?
[AGENT][NEUTRAL] Uh-huh, can I get your phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me one moment to pull up your file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thanks for holding, [PII]. I've located your policy number. What's your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you and now your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you stated that you were told yesterday that it was processed?
[CUSTOMER][NEGATIVE] No, I was told 2 days ago that it should be processed Wednesday or that evening or today's 2 days later after they said it should be processed.
[CUSTOMER][POSITIVE] They put an expedite on it and they said that they was working on it as I spoke to them.
[AGENT][NEUTRAL] OK, so I'm not
[CUSTOMER][NEUTRAL] And they told me to call back later, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They told me to call back later yesterday and I called after you guys had closed.
[AGENT][NEUTRAL] OK, so I, it's not processed at this time. Give me a moment, reading the notes.
[AGENT][NEUTRAL] Yeah [PII], it's still it's in line for processing but it's not complete.
[AGENT][NEUTRAL] And did you just send this on the [PII] of this month?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and they told me they put an expedite on it and to call back Wednesday.
[AGENT][NEUTRAL] Yeah, our, our standard processing time is 7 to 10 business days from the date that we get the information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Well, it doesn't seem they put an expedite on it. It's been almost 6 weeks, so you guys don't seem to have whoever the process is with don't seem to have any care about how long it takes because this is the 2nd 7 to 15 days I've waited because you didn't tell me I had to have an employer signature or a paper filled out so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Put it in the notes that I paid my dues and I really need my disability money. I've had two toes cut and I'm just.
[AGENT][POSITIVE] Totally understand that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, so I'm very frustrated with your company. It is the crappiest insurance I've ever bought in my life. You can put that in my claim too. I'm very disappointed with my $150 a week premiums for nothing.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And I will tell everybody I know that that's the worst insurance I've ever rented.
[CUSTOMER][NEGATIVE] I'm sorry it's not you but your company is crap.
[AGENT][NEUTRAL] OK. So I'll do.
[CUSTOMER][NEUTRAL] So how long it'll take another 7 to 10 days from the [PII], so it'll be, you'll be 22 months down to me before you decide.
[AGENT][NEUTRAL] You know that's just the the 7 to 10 is just a standard processing time frame it could be processed before um I see when we received your initial claim it looks like we did request additional information which which delayed it because we had to wait until you send it in, um, but I will document your file, um, 7 to 10 is our standard processing time doesn't necessarily mean it'll take that long, but we have to let you know that that's our standard processing time.
[CUSTOMER][NEUTRAL] Right, well,
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, well, I'm going broke and hungry waiting on you guys' money so all right, I hope you have a blessed day. I'm sorry I took it out on you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. I'm so sorry, [PII]. Um, I'll, I'll note the file that you did call and I'll state your concerns in your notes, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. I hope you have a blessed day.
[AGENT][POSITIVE] Uh, you too, [PII], and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Alright bud.