AccountId: 011433970860
ContactId: 101963b5-eade-4c4e-9614-996678eb39c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 554200 ms
Total Talk Time (AGENT): 212500 ms
Total Talk Time (CUSTOMER): 109608 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/101963b5-eade-4c4e-9614-996678eb39c2_20250522T20:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII]. I'm calling. I was told to call back today.
[CUSTOMER][NEUTRAL] Uh, to check on my disability, but I'm gonna give you permission to talk to my wife because I have to go to CRC counseling.
[AGENT][NEUTRAL] OK, let me pull up your account. Give me just.
[CUSTOMER][NEUTRAL] we
[AGENT][NEUTRAL] And your last name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, you can go ahead and pass the phone to her if you'd like. She can verify the date of birth and address. That's fine.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK, his uh date of birth is [PII].
[CUSTOMER][NEUTRAL] And the address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so it looks like you spoke to somebody on the [PII] and they needed some additional information. We got that and then they were gonna see if they could get it escalated or anything.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me reach out to claims and see because it's still showing under review so I don't know if there's been any sort of update on it but I will I can reach out to them and see if they have anything additional to provide um do you mind holding the line one moment?
[CUSTOMER][NEUTRAL] No, I don't mind.
[AGENT][POSITIVE] OK, thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I don't even know bro this person called like.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] Hey, I'm good. I was wondering if you could just look at a claim and see if there's anything additional that you could provide me as far as information that maybe I'm not seeing.
[CUSTOMER][NEUTRAL] OK, can I get the policy number?
[AGENT][NEUTRAL] Yep, policy is 259-7994.
[CUSTOMER][NEUTRAL] [PII] Think think bone.
[AGENT][NEUTRAL] Yeah, yeah. So, uh, Mr. [PII] has called so many times to check on this claim that I actually just remember him.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's under, it's under review from Doctor [PII], and it's been that way. And I do see in the notes, we talked to him on the [PII]. Um, needed some additional info. I just didn't know, they said that they were gonna try and see if they could get it expedited. I don't know if you have any idea of how much longer cause this guy's been, I guess, waiting on this for some time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I see.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] Thursday. I wonder did she reach out to somebody.
[CUSTOMER][NEUTRAL] Uh, hold on one second, let me see if I can contact [PII] just hopefully she's not gone yet.
[AGENT][POSITIVE] Yeah, I know. No worries.
[CUSTOMER][NEUTRAL] Check it.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, let's see
[CUSTOMER][NEUTRAL] Do you know if he'll let us give him a call back?
[AGENT][NEUTRAL] Um, we can do probably a call back. He was, he verified his information and his wife was sitting there and then he had to go into an appointment. So I have her on the line right now, but I mean, we can do, yeah, I can get a call back, um, her name and stuff just in case if he's still in his appointment. I don't know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, see if uh she'll let me call her back, um, once I hear back from [PII] cause I think [PII] is the one who kinda interacts with, with the medical reviewer. Now [PII]'s working on it, but [PII]'s not here, but [PII] would know if if if it's been reviewed or not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Was working on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, yeah.
[AGENT][POSITIVE] OK, I appreciate it. Yeah, give me just one second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and just you can just email it to me or message it to me.
[AGENT][NEUTRAL] Oh, OK, yeah, I'm sorry, what was your first name again?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII], [PII] Last name is [PII].
[AGENT][POSITIVE] That's right.
[AGENT][POSITIVE] Thank you, [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] Uh oh, you're fine.
[AGENT][POSITIVE] All right, yeah, I can um just email it to you as far as a callback and all that if you want, no problem.
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right thank you so much for patiently waiting so I spoke with [PII] over in claims and um she is reaching out to the person that is in contact with the examiner on this so she asked if she could give you a call back. She's waiting for um them to respond back. Do you have a good callback number she can reach you at?
[CUSTOMER][NEUTRAL] Yes, so my telephone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And then what was your first name again?
[CUSTOMER][NEUTRAL] It's [PII]. It's like [PII], but with a [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII]. Um, I, I did advise [PII] that I was speaking to you that he had to go into an appointment and that he verified everything and like had given permission. So,
[AGENT][NEUTRAL] Um, yeah, so she was waiting to hear back and then she said she would give you a call back on it. Um, it's still showing me under medical review, so at this point she's just reaching out to the person in contact with the person that does the review to see if they've reviewed it or what's going on.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, so I'm sending her your contact number now which was [PII] correct?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm sending that to her now and so she said she would give you a call back as soon as she hears something.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yeah, you're welcome, [PII].
[CUSTOMER][POSITIVE] All right have a good day.
[AGENT][NEUTRAL] You too. Bye bye.