AccountId: 011433970860
ContactId: 1ffbce65-af34-46c9-9472-6ba805ecbe85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342899 ms
Total Talk Time (AGENT): 87238 ms
Total Talk Time (CUSTOMER): 59048 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/1ffbce65-af34-46c9-9472-6ba805ecbe85_20250327T21:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I just wanted to check on my um husband um disability claim.
[AGENT][NEUTRAL] OK. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII] [PII].
[AGENT][NEUTRAL] OK, and what's the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I'm sorry, I, I don't have it with me.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I can give you his social. I have that.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What's his name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] Um, OK, let me have that social one more time. That's not helpful.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Let me see if I can find the authorization. Bear with me just a second, OK?
[CUSTOMER][NEUTRAL] Yeah, uh, he sent it one they had put it to the front because everybody couldn't find it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Bye, good night.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I'm still looking and the system is a little bit slow. I'm sorry.
[CUSTOMER][NEUTRAL] Oh that's OK.
[AGENT][NEUTRAL] OK, so it looks like the additional information that was received on [PII] is still in line to be processed. Um, that one has not been processed yet.
[CUSTOMER][NEUTRAL] Oh, so how much longer it?
[AGENT][NEUTRAL] Whenever we ask for additional information and we get that information, it goes back to the line. So it is 7 to 10 business days for the processing of the claim.
[CUSTOMER][NEUTRAL] How much longer?
[CUSTOMER][NEUTRAL] Oh, OK, I just thought it was something automatically since I did send it in, send it in for him, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yeah, no, it goes to a line and then from there, she will have to process the claims as they come in. Um, so yeah, it could take, uh, from 7 to 10 business days, sometimes up to 14, that, um, I don't think it's gonna take that long, but um I cannot guarantee. So that's just the normal processing time, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][NEGATIVE] Yeah, I wish they could put a rush on it because we are really struggling.
[AGENT][NEUTRAL] Yeah, I understand, but yeah, it's, it's, it has to go to that line and they have to process as they get them. It's just the rule.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. You have a good afternoon, Miss [PII].
[CUSTOMER][NEUTRAL] Bye.