AccountId: 011433970860
ContactId: 19ee144e-d735-4c36-9381-d718307fac0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223720 ms
Total Talk Time (AGENT): 140961 ms
Total Talk Time (CUSTOMER): 69474 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/19ee144e-d735-4c36-9381-d718307fac0e_20250311T20:51_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I just wanted to check the status of my disability claims since I've talked to, uh, one of your representatives that helped me out and see where I'm at now.
[AGENT][NEUTRAL] OK, so you're the insured and you're wanting to check the status on your claim, is that correct? Yes, sir, I can help you and who am I speaking with please?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] I'm sorry, what is the last name, [PII]?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][POSITIVE] OK, thank you. And Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] 244456-6
[AGENT][NEUTRAL] OK thank you one moment while I get your information pulled up.
[AGENT][NEUTRAL] OK, Mr. [PII], I will need to verify several things with you first for security and then also any information that I do provide would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Well yeah the same birthday, Mr. [PII].
[CUSTOMER][POSITIVE] Wow, look at there
[AGENT][POSITIVE] Oh, happy birthday coming up on Sunday.
[CUSTOMER][POSITIVE] I appreciate it. Same to you. Thank you.
[AGENT][NEUTRAL] Alright, thank you too. OK, so the next piece of information to verify would be your email address. I'm sorry, your mailing address first. Let's do your mailing address first.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the
[CUSTOMER][NEUTRAL] And email address is uh [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, thank you. And then the phone number that we have is the same as the one you gave me, so that is also your best contact number, right?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, thank you. OK, so I do see that there was a claim that was scheduled to go through our nightly processing for tonight, um, and it does show the benefits were paid the states on here, um, give me just a moment.
[AGENT][NEUTRAL] Did you receive a text notification, Mr. [PII]?
[CUSTOMER][NEGATIVE] I haven't, no, I haven't received anything. I just talked to Best yesterday. She said she's gonna be processed and I'm just gonna see where I'm at.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So yes, sir. It is scheduled to go through our nightly processing night uh tonight. It'll go overnight.
[CUSTOMER][NEUTRAL] But what does, what does that mean like?
[CUSTOMER][NEUTRAL] I I'm sorry. I'm maybe I'm not understanding the funds to be in my account, is that what that is?
[AGENT][NEUTRAL] Well, you are set up for direct deposit, so that typically will take 2 to 3 business days.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, for you to be able to see the funds in your account again, that kind of depends on the financial institution, but they will not be released from us until our nightly processing goes through tonight to be transferred over. Yes, sir.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] Yeah, [PII] was telling me that, uh, do you have an amount? Do you have an amount?
[AGENT][NEUTRAL] It shows the benefit amount will be $2,579.13.
[CUSTOMER][POSITIVE] Thank you, I appreciate that.
[AGENT][POSITIVE] Absolutely. You're very welcome. So is there anything else that I can help you with?
[CUSTOMER][POSITIVE] No, that, that you, you, uh, that's what I was looking for. She came through. She helped me out yesterday. I just want to follow up with that. Appreciate it. Thank you.
[AGENT][POSITIVE] OK, Mr. [PII]. Well, you're certainly welcome. So if that's all then that I can help you with, thank you again for calling APL. I hope you have a great rest of your day and again, I hope you have a wonderful birthday on Sunday.
[CUSTOMER][POSITIVE] All right, I will thank you so much.
[AGENT][POSITIVE] All right. You're welcome.
[AGENT][NEUTRAL] Mm. Bye-bye.