AccountId: 011433970860
ContactId: 238f7331-3199-48ea-b18b-32069309d05a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283720 ms
Total Talk Time (AGENT): 165468 ms
Total Talk Time (CUSTOMER): 94575 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/238f7331-3199-48ea-b18b-32069309d05a_20241230T15:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Hi, [PII], um, I could, I, I log in to the online to where I can see my claim status, but it's very hard to see. I have, I have to move it around so I can't really tell if y'all need any anymore. I got a text but it doesn't say anything when I click on it.
[AGENT][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you are just wanting to check a claim status for yourself. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm not sure if y'all need more.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, well, I can certainly help you with this. So first off, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. What is a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] I can't get out of bed right now to get it. It's in my pocketbook. Can I give you my social?
[AGENT][NEUTRAL] Yes, ma'am, just one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And once I do locate your information, Ms. [PII], I will have to verify several things with you first for security. And which policy are you calling in regards to?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, my claim for a short term disability.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So first off, any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. And if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have on file for you is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you. And lastly, your email address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. So just one moment.
[AGENT][NEUTRAL] OK, so I do see that there was some information that we received on [PII] and [PII], Ms. [PII], and those documents are in line for review. They have not yet been reviewed. Mhm. So I don't, I don't know at this point if that's, you know, all of the information that we would need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK, then.
[AGENT][POSITIVE] OK. All right. Well, can I help you with, you are very welcome. Can I help you with anything else this morning?
[CUSTOMER][POSITIVE] All right, thank you so much.
[CUSTOMER][NEUTRAL] Do you like know a time frame like uh
[CUSTOMER][NEUTRAL] Like with, uh, I know the lady I called before I went and had surgery told me that the usually check go out on the [PII]. How how long will it take for someone to look at my account?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I do a lot of.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] So the typical review time on this is 7 to 10 business days.
[CUSTOMER][NEUTRAL] Like to go over my paperwork.
[AGENT][NEUTRAL] For it to go, for it to be reviewed once it's all been, you know, once we've received your information, it's typically 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I do see that you had added in direct deposit. I believe I saw that you had direct deposit in. Well, give me just a moment my system didn't want to go with me. Yes, so we do have direct deposit information. So once it's been reviewed of benefits are um able to be paid on this, Ms. [PII], then they would be electronically deposited in your account versus the paper check being mailed.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And then depending on your financial institution, you know, that's 2 to 3 days.
[AGENT][NEUTRAL] For you to receive the funds that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right then. Well, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely, you're certainly very welcome. So again, if that is all that I can help you with at the moment, thank you again for calling APL. I hope you have a very nice
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] day and