AccountId: 011433970860
ContactId: 22a382de-a475-4d5d-9314-db7898f43709
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285239 ms
Total Talk Time (AGENT): 119437 ms
Total Talk Time (CUSTOMER): 120460 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/22a382de-a475-4d5d-9314-db7898f43709_20250103T15:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. My name is [PII]. I'm calling about my
[CUSTOMER][NEUTRAL] APL uh
[CUSTOMER][NEUTRAL] Insurer on disability.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Clean
[AGENT][NEUTRAL] Oh you did file a claim, OK, yeah.
[CUSTOMER][NEUTRAL] Yes, I
[CUSTOMER][NEUTRAL] Yes, ma'am, go ahead.
[AGENT][NEUTRAL] OK, no, I'm sorry, um, we're just needing to check on the status, is that right?
[CUSTOMER][NEUTRAL] Yes ma'am, I want to know what what's the hold up because I've been waiting to hear from them.
[CUSTOMER][NEUTRAL] But I know heard nothing since. I, I.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I sent in the last
[CUSTOMER][NEGATIVE] Application because they they they wrote me back and told me that it was not complete so I got my provider to to complete it and I sent it in on the [PII] but I not received no answer from them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, it's possible that the holidays might have held it up a bit, but we can definitely check on that status for you um really quick if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, my, my, my number is [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] My policy, yes ma'am, my policy number is 024326.
[CUSTOMER][NEUTRAL] 36
[AGENT][NEUTRAL] 36 OK thank you one moment.
[AGENT][NEUTRAL] Alright, and then really quick, as we just gonna verify some information really quick um can I get your date of birth please?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and then can I get your mailing address please?
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] No, he
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Alright, last thing I need is the email address that we've got on file for you. Looks like it is a Yahoo account.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, could you verify the email just to make sure we have the correct one.
[CUSTOMER][NEUTRAL] OK, that's [PII].
[AGENT][NEUTRAL] Alright, thank you so much for verifying that information [PII]. OK, so I do see that we have uh we have received that additional information. It is still being processed, um, again I think you know with the holidays and such it probably got a little bit held up. um, I would say, you know, you're more than welcome to give us a call next week to check on that, but it is still currently being processed. We did receive it though.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, so you want me to give you a call back next week?
[AGENT][POSITIVE] You absolutely can, yes, if you wanted to check on the status.
[CUSTOMER][NEUTRAL] Yes, I, I, I wanna check on it because I need it because, uh, uh, you know, I, after I did my surgery.
[AGENT][NEUTRAL] No, I
[AGENT][POSITIVE] Yeah, I completely understand.
[CUSTOMER][NEUTRAL] I got, I got um
[CUSTOMER][NEGATIVE] I got over a month since I did my surgery and I need, I need, uh, some benefits, you know, I need to pay my rent and my rent is due.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So I need, I need some assistance.
[AGENT][POSITIVE] Yes, I completely understand.
[CUSTOMER][POSITIVE] Yes, so could you please, uh, check in for, I mean, check on it for me and then, uh, I'll give you a call back next week.
[AGENT][NEUTRAL] Of course, yeah, again I'm, I'm seeing that it is currently being processed. I don't have um an exact time when it will be completed, um, but yeah, if you wanted to call next week, um, check on it, we'll let you know.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK then, OK then I'll do.
[CUSTOMER][NEUTRAL] Yeah, what, what, what time next week?
[AGENT][NEUTRAL] Um, any time you'd like, uh, to check on it again, I couldn't tell you exactly when it's going to be completed, but, um, we're open Monday through Friday, uh, [PII], uh, oh, excuse me, I'm sorry, [PII] Central time.
[CUSTOMER][NEUTRAL] Can you, can you.
[CUSTOMER][NEUTRAL] OK then I, I get a call back on on Tuesday then.
[AGENT][POSITIVE] Sounds good. All right. Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] That'd be all for now.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, OK, then you take care.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You too. Bye bye.
[CUSTOMER][POSITIVE] Thank you too bye.