AccountId: 011433970860
ContactId: 1eff56ff-2e2b-40b8-ae66-9092f9dc773e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399019 ms
Total Talk Time (AGENT): 196549 ms
Total Talk Time (CUSTOMER): 128759 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/1eff56ff-2e2b-40b8-ae66-9092f9dc773e_20250401T13:28_UTC.wav
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[AGENT][NEUTRAL] I mean thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling to find out something about my stability claim.
[AGENT][NEUTRAL] OK, so you have a disability claim that you're needing some information on, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes, sir, I can help you with that. And who am I speaking with again, please?
[CUSTOMER][NEUTRAL] Assured ranking.
[AGENT][NEUTRAL] Can you spell your last name for me, [PII]?
[CUSTOMER][NEUTRAL] My last name is [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. And your callback number, please, Mr. [PII].
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][POSITIVE] Thank you and your policy number please, Mr. [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, my policy number is uh.
[CUSTOMER][NEUTRAL] Policy number is 02.
[CUSTOMER][NEUTRAL] 43
[CUSTOMER][NEUTRAL] 2636.
[AGENT][NEUTRAL] Thank you. One moment while I get your information pulled up, please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And Mr. [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. I will have to verify several things with you first for security. So just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] A home here in [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. The zip is [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] That's.
[AGENT][POSITIVE] Thank you. And lastly your email address please, Mr. [PII].
[CUSTOMER][NEUTRAL] My email address would be [PII].
[AGENT][NEUTRAL] OK, thank you so much. Now, Mr. [PII], have you ever set up your profile in our APL online service center where you can have access to your information online?
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] No, I know I did set it up.
[AGENT][POSITIVE] OK, is that something you think you would be interested in doing? Because I do have a user guide that I'll be happy to email you that has instructions on how to go about setting that up and also the different things that you can do within the portal.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, so I will be happy to send that to you. The email, Mr. [PII], that you're gonna receive will come from care team at [PII], and I will put APL online service center in your subject line so that that's easy for you to recognize.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right. So how can I help you today?
[CUSTOMER][NEUTRAL] OK, I want to know if.
[CUSTOMER][NEUTRAL] I sent in my application claim uh last week.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I send it by fax, so I want to know if if it if if it's being processed.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] It has not been processed as of now, but I do see that we do have something in line for you for review, Mr. [PII], that was received on [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] But that was received and it is in line for review, but at this time, it has not been reviewed.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It's not been reviewed yet.
[AGENT][NEUTRAL] No, sir. Not at this time.
[CUSTOMER][NEUTRAL] OK, so you, you don't, you don't know, uh, you don't know when it will be reviewed?
[AGENT][NEUTRAL] Uh, it typically is 7 to 10 business days.
[AGENT][NEUTRAL] From the time it is received.
[CUSTOMER][NEUTRAL] And what, what happened?
[CUSTOMER][NEUTRAL] OK, what happened? I'm, I'm going back to my job on, on Thursday.
[CUSTOMER][POSITIVE] And that's why I want to know that everything was set up and then I want to know the amount that was.
[CUSTOMER][NEUTRAL] That I had pending.
[CUSTOMER][NEUTRAL] Before I go.
[AGENT][NEUTRAL] Mm, OK. So you're returning to work on Thursday?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so now, and is that information included in the information that you submitted to us?
[CUSTOMER][NEUTRAL] Know the information that I submitted to you is that I was returning on, on the [PII] to work but uh it didn't delay with my with my flight.
[CUSTOMER][NEUTRAL] Arrangement so I still sta I still leave it as as the first.
[AGENT][NEUTRAL] OK, so your doctor, your doctor has released you to return to work as of today, but due to other circumstances, that's why you're not returning. OK. So, um, yes, sir. As soon, if you set up your profile in the portal, Mr. [PII], once you can opt in for text notification alerts once it's been reviewed.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And you should receive a text notification, but at this time I would not be able to answer that question for you since the information received, you know, has not yet been.
[AGENT][NEUTRAL] Reviewed by one of the examiners.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So when you think I could call back to get some information?
[AGENT][NEUTRAL] Uh, once it has been processed, but again, that is 7 to 10 business days from the time the information was received.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that'd be all for now.
[AGENT][POSITIVE] OK, well, if that is all then that I can help you with, thank you so much [PII]n for calling APL and I hope that you have a very nice day, Mr. [PII].
[CUSTOMER][POSITIVE] OK then you take care man bye bye.
[AGENT][POSITIVE] All right. Yes, sir. Thank you very much.
[AGENT][NEUTRAL] Bye-bye.