AccountId: 011433970860
ContactId: 12c0aa17-5f40-46d4-8fab-9db122507ec3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286799 ms
Total Talk Time (AGENT): 136186 ms
Total Talk Time (CUSTOMER): 105249 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/12c0aa17-5f40-46d4-8fab-9db122507ec3_20250505T15:31_UTC.wav
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[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII].
[CUSTOMER][NEUTRAL] I'm calling to check on my disability claim.
[CUSTOMER][NEUTRAL] I don't have the policy number though.
[AGENT][NEUTRAL] OK, yes, I can check that claim for you, uh, [PII], can I first get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, um, if you don't have your policy number, I can start using your social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment please.
[AGENT][NEUTRAL] All right, and I'm just gonna verify some information really quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. uh, looks like is a Gmail account.
[CUSTOMER][NEUTRAL] [PII] bone [PII] 60.
[AGENT][NEUTRAL] Thank you so much for verifying all of that. OK, so for this claim it is currently uh in review or being reviewed by um.
[AGENT][POSITIVE] One of our, let's see, give me just a moment I see that when this was oh this was just today. OK, so yes, just today, um, it did, uh, is submitted for review, um, so I would give it about 7 to 10 business days. It may not take quite that long, um, but that's probably gonna be the safest bet.
[CUSTOMER][NEUTRAL] OK, it's already been like.
[CUSTOMER][NEGATIVE] Good grief, it's been almost 2 months.
[AGENT][NEUTRAL] I'm showing that this recent this one that's most recent just finished today uh or just updated today so as of today it is currently in review.
[CUSTOMER][NEUTRAL] And I don't need nothing else?
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] So another 10 to 7.
[CUSTOMER][NEUTRAL] It's gonna end up being the whole 90 days' worth of.
[CUSTOMER][NEUTRAL] It it's gonna be the whole it's gonna end up being one check.
[CUSTOMER][MIXED] This is just really slow process. OK, I appreciate your help.
[AGENT][POSITIVE] I'm sorry about that.
[AGENT][NEUTRAL] Of course is there anything else I could help you with?
[CUSTOMER][NEUTRAL] Yeah I know it's not your fault.
[CUSTOMER][NEUTRAL] No, so you think today's Monday 7 to 10 business days would be next, not this Wednesday but next Wednesday?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, um, now again, if you.
[CUSTOMER][NEUTRAL] Could you send me the 4.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Could you send me the portal to try to set it up to where I can just check it?
[AGENT][NEUTRAL] Absolutely, did you want me to just send you an email with that information?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Sure, yeah, I can absolutely send that to you.
[CUSTOMER][NEUTRAL] And I'll have to
[CUSTOMER][NEUTRAL] I'll just have to go into I don't have a computer so I'll have to go into the library.
[AGENT][NEUTRAL] So it, it might.
[CUSTOMER][NEUTRAL] To set it up and then it.
[AGENT][NEUTRAL] Yes, so it might be able to work just for you to view status on a mobile device. The real issues we have with our website needing to be on a desktop or a laptop uh is going to be for claim submission. So if you were to submit information online, I think you might be able to view just the status alone um through a mobile device.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Well, this bone infection that got my toes cut off is not, was not pre-existing. I didn't have it until emergency surgery. So whenever they do approve it.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And then it takes how long once it gets dropped into my account to become available.
[AGENT][NEUTRAL] Did you set up a direct deposit?
[CUSTOMER][NEUTRAL] Yeah, I've done all this months ago.
[AGENT][POSITIVE] OK awesome. OK, yes, so if you have direct deposit set up depending on your bank it should get to you fairly quickly. I would say no longer than 3 business days.
[CUSTOMER][POSITIVE] OK well I appreciate you looking for me. I hope you have a good day.
[AGENT][NEUTRAL] Of course you too um so I'm sorry, really quick, the information for our online portal you want me to send that to this Gmail account that we have for you?
[CUSTOMER][NEUTRAL] Yeah, and I'm not real good with my phone. I'll have to have my wife help me, but maybe we can sit down and do it today.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] No worries.
[AGENT][POSITIVE] Sure and if you need any assistance with that, you definitely feel free to give us a call and we can help you out.
[CUSTOMER][POSITIVE] OK, thank you very much I hope you have a great day.
[AGENT][POSITIVE] All right, you're welcome of course. I hope you have a great rest of your day. Bye bye.
[CUSTOMER][POSITIVE] OK thanks bye.