AccountId: 011433970860
ContactId: 21760141-4b02-43ca-b74f-e9e15039cf2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 294709 ms
Total Talk Time (AGENT): 114555 ms
Total Talk Time (CUSTOMER): 106985 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/21760141-4b02-43ca-b74f-e9e15039cf2a_20250313T17:59_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, I was trying to log in. I couldn't log in, but I'm trying to check the status of the claim I sent in a few weeks ago.
[AGENT][POSITIVE] OK, I'm happy to check a claim status for you. Do you have your policy number?
[CUSTOMER][NEGATIVE] I do not. I don't have my, I don't even have my wallet with me, so that's why I was trying to log in and it just said no user right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can look up your policy by name or social, so whichever you prefer to give me.
[CUSTOMER][NEUTRAL] All right, let's do my social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Will you give me the 1st 3 numbers one more time. I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] My cursor was just in the wrong spot there. Sorry about that.
[CUSTOMER][POSITIVE] Oh good.
[AGENT][NEUTRAL] Alright, let me take a look here. One second.
[AGENT][NEUTRAL] Can I get your first and last name, please?
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] Thank you, [PII]. I found you here and then I need your date of birth and address, please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] And [PII], was the claim filed under, it looks like you have two policies. Was it the accident or the disability?
[CUSTOMER][NEUTRAL] Uh, I'm pretty sure it was the disability unless someone, like, my wife filled it out and we brought, sent it into work. I don't well, I'm just kind, kind of the man. I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, no worries. Let me see.
[CUSTOMER][NEUTRAL] I got a guess.
[CUSTOMER][NEUTRAL] Is off of work on disability, so
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know, cause of cancer, I guess. I don't know if that matters.
[AGENT][NEUTRAL] Yeah, so I don't see any claims on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's, yeah, why I was a little, I'm confused. I don't see anything on your disability and I don't see anything under the accident that's been filed.
[AGENT][NEUTRAL] Did she do it, was it done online or faxed in, do you know?
[CUSTOMER][NEUTRAL] Uh, yeah, we did, we, uh, filled out the online thing and then actually work got notice and work filled out their part and sent it in and I just happened to go in because I forgot about it and she said, oh, everything's done on our part. Oh, have you heard anything? I haven't. And I'm like, no, go ahead and check. So that's why I just called. So.
[AGENT][NEUTRAL] Yeah, that's strange. OK. Um.
[AGENT][NEUTRAL] Yeah, I mean if they sent in they said that they submitted their information when was that done?
[CUSTOMER][NEUTRAL] Uh, it had to be they said like 2 weeks ago.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I think I came back to work 4 weeks ago.
[AGENT][NEUTRAL] So yeah, I mean, I unfortunately don't, don't see anything on my side so I would contact them and say, hey, did you get a claim number, a confirmation something because.
[AGENT][NEUTRAL] I don't show anything over here.
[CUSTOMER][NEUTRAL] All right. Uh, if there's something that wasn't done, what exactly do I need to do? Do I go right back on the website?
[CUSTOMER][NEUTRAL] Fill out the claim and then.
[AGENT][NEUTRAL] Yeah, just the claim form.
[CUSTOMER][NEUTRAL] I'm just doing what my wife said she did. So.
[AGENT][NEUTRAL] Yeah, just the claim form and the documentation so it would all just need to be uploaded again into the portal or you can send it to us fax or in the mail.
[CUSTOMER][NEUTRAL] OK, and there, so there's absolutely nothing that's been sent in from me or my employer?
[AGENT][POSITIVE] That's what I'm showing at this point, correct.
[CUSTOMER][NEUTRAL] OK, I'll walk right here in the office and see what's up.
[AGENT][POSITIVE] All right, [PII]. Sounds good. Have a good one.
[CUSTOMER][POSITIVE] All right thank you bye bye.