AccountId: 011433970860
ContactId: 1b8cb86a-63f0-4a69-9f65-7d70ef43366f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 932429 ms
Total Talk Time (AGENT): 163640 ms
Total Talk Time (CUSTOMER): 302447 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/1b8cb86a-63f0-4a69-9f65-7d70ef43366f_20250117T14:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I'm calling about my husband's disability check that was not deposited today.
[AGENT][NEUTRAL] OK, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And so that is your name. OK, thank you, Ms. [PII]. And may I have uh the policy number?
[CUSTOMER][NEUTRAL] I don't have it on me at this moment.
[AGENT][NEUTRAL] OK, and what is his name?
[CUSTOMER][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] How do you spell the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let me try one more time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um bear with me.
[AGENT][NEUTRAL] Can you verify the mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is he available?
[CUSTOMER][POSITIVE] Yes, he's right here.
[AGENT][NEUTRAL] OK, let me get his permission to release information.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Need your permission
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] Um, Mr. [PII], yes, good morning. I need to verify your date of birth.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Mhm, [PII].
[AGENT][NEUTRAL] OK and the email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] We have your work email.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Oh it looks like we have your work email.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and do I have your permission to release information to your wife?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] OK, alright, let me check on that claim and see what happened. One moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, let me check on that claim and see what happened, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna put you on a brief hold.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] So I can hear better.
[AGENT][POSITIVE] Thank you for holding and being patient for me, sir.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I'm sorry. Yeah, I'm here.
[AGENT][NEUTRAL] Thank you for holding. That's OK. Um, yeah, I went through the paperwork and also the notes in the policy and it looks like um Ms. [PII] um made a call because um it looks like we don't have a continuation of this ability, um, and we need that information if it needs to continue.
[AGENT][NEUTRAL] Based on what we have
[CUSTOMER][NEUTRAL] What do you mean you don't have a continuation of disability?
[AGENT][NEUTRAL] Based on the information we have, uh, the return to work was the end of, uh, December.
[CUSTOMER][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] Hold on a second here, talk to my husband.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, I talked to you all two days ago.
[CUSTOMER][NEUTRAL] And I was told that the uh the the money was to be released after the [PII].
[CUSTOMER][NEGATIVE] And uh I checked on the on the uh website and the website said that it was processed. Now you're telling me I don't have I don't am I getting it?
[AGENT][NEUTRAL] Um, on the [PII], Ms. [PII] called and informed you that um the disability was till [PII], that we needed a continuation of disability from your physician and we have not received that.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEGATIVE] No, no, nobody called me and told me that.
[CUSTOMER][NEGATIVE] And, and I called y'all last month and asked y'all if y'all needed more information from my doctor and y'all told me no. Y'all said all I need, all y'all needed from the month was, was, was y'all had the y'all had the paperwork from my doctor.
[CUSTOMER][NEGATIVE] I'm so sorry. I am so aggravated with y'all right. Y'all have been screwing me this whole time. I, I, I've been, I've been dealing with you, y'all still haven't paid me my, my, my critical illness. I'm starving over here because I've been out of work cause I have MS and, and, and, and it's just been one thing after another with y'all.
[CUSTOMER][NEGATIVE] I, I called you 3 days ago and asked you if everything was OK and, and said, did you have all the paperwork y'all need? All I needed was the money. All I need, all I was waiting for was the money to be processed into my account and y'all said yes. And now you're calling me and I'm calling you today and you're telling me that you needed more paperwork?
[CUSTOMER][NEGATIVE] This is ridiculous.
[CUSTOMER][NEUTRAL] Can I talk to somebody else? Can I talk to a supervisor or somebody?
[AGENT][NEUTRAL] Yes, I can get you to um to the person who processed your claim. OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling Eel. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][NEUTRAL] I'm doing OK, and yourself?
[AGENT][POSITIVE] I'm good, I'm good. Um, I have a math person on the other line.
[AGENT][NEUTRAL] Um, let me go ahead and give you some information on what's going on. It's a disability policy. He has not received payments. Um, I see a note from [PII] saying that she left a voicemail asking for more information, but he said he never received that, um, and now he's not because we haven't paid his, um, disability. Um, the policy number is 249.
[AGENT][NEUTRAL] 6
[AGENT][NEUTRAL] 904.
[CUSTOMER][NEUTRAL] What's his callback number?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK, give me one
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was just trying to make sure [PII] was here because I'm trying to transfer to her. I mean, it's um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It's not
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK. And this is for Mr. [PII]?
[AGENT][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Yeah it looks like he was looking online and it says process so he thought it was gonna be paid.
[CUSTOMER][NEUTRAL] OK, you can go and send them through.
[AGENT][NEUTRAL] OK, here he comes.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII]. I got Miss [PII] on the line. She's in the claims department and she's gonna assist you from here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi, good morning, Mr. [PII]. It's [PII] in the claims department. The rep was stating you had a question about your disability check. Yeah, yeah, um, my, my, I, I, I called yesterday.
[CUSTOMER][NEUTRAL] Uh, uh, or it might have been the day before yesterday, uh, and, uh, uh, I get my check. I usually get my checks on the [PII], and I could check online.
[CUSTOMER][NEUTRAL] You know, and sometimes it's been a little later than the [PII], but.
[CUSTOMER][NEUTRAL] You know, I, so I was just asking, and um.
[CUSTOMER][NEGATIVE] Uh, today's the [PII] and I still hadn't gotten my check for this month and uh.
[CUSTOMER][NEUTRAL] So I was just wondering where's the check because, you know, Monday is [PII], so I'm not gonna get it Monday either.
[CUSTOMER][NEGATIVE] We have a winter storm coming and, and, and we're, we're dead broke. Shut the fuck up.
[CUSTOMER][NEUTRAL] Well, we're, uh, you know, and I need, uh, we need food, we need, you know, and I was just wondering where the check was, and I, the lady I was just speaking to said something about how, uh, we needed more paperwork from the doctor, but I'm looking at my website right here and it says this claim's already been processed that I'm just waiting for the check, correct?
[CUSTOMER][NEUTRAL] So it's showing the claim is being processed, but it's not showing the check was sent out. We, um, I'm looking into it, so give me one second. I'm just looking at the claim.
[CUSTOMER][NEGATIVE] So why when I called yesterday, nobody told me anything about more paperwork, and I've called 3 times about this claim and I said, so you've got all the paperwork y'all need y'all don't need any other paperwork, right? I'm just waiting on the check, right? And I was told every time, yes, yes, yes, you're just waiting on the check, and nobody told me anything about more paperwork and now here it is Friday.
[CUSTOMER][NEUTRAL] And I gotta get more paperwork?
[CUSTOMER][NEUTRAL] So the last time I'm showing that you called was on the [PII], so it would have been on Wednesday, um, it looks like at [PII] and I'm showing at [PII] the rep, um, give me one second.
[CUSTOMER][NEUTRAL] There was a note put in here about the exam. So if you give me one second, I'm looking into um the document.
[CUSTOMER][NEUTRAL] To see, um, and I can let you go. Give me one second.
[CUSTOMER][NEUTRAL] Just be quiet.
[CUSTOMER][NEUTRAL] Uh, I'm trying to talk to him.
[CUSTOMER][NEGATIVE] Get out of here. Get out of here.