AccountId: 011433970860
ContactId: 24b4ace6-bfcf-43a1-948e-73ee47773878
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210529 ms
Total Talk Time (AGENT): 91127 ms
Total Talk Time (CUSTOMER): 74781 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/24b4ace6-bfcf-43a1-948e-73ee47773878_20250303T21:16_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm just calling to check the status of my disability claim, see if there's any changes.
[AGENT][POSITIVE] OK, well I can definitely help you with your claim and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the um policy number?
[CUSTOMER][NEUTRAL] 2444567
[AGENT][NEUTRAL] Thank you for that. And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Yeah, [PII] and email address [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] And hold on one moment.
[AGENT][NEUTRAL] Let me see what this is.
[AGENT][NEUTRAL] OK, so we spoke and then I sent the claim over.
[AGENT][NEUTRAL] And the MRI was, uh, and the MRI was to show the bodily injury, right?
[CUSTOMER][NEUTRAL] Uh, you spoke to me?
[CUSTOMER][NEUTRAL] Um, uh
[CUSTOMER][NEUTRAL] You know what, maybe I sent you the, I was talking about my disability. That's on my accident. maybe I gave you the wrong claim number.
[AGENT][NEUTRAL] Yes, this one was for accident. You want me to look at disability?
[CUSTOMER][NEUTRAL] OK, yeah, 244-456-666. I don't know why I have it.
[AGENT][NEUTRAL] Oh, yeah, I see. OK, yes. OK, hold on one second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, I do see 123 claims are in processing. Um, they came in on [PII], and [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, yep.
[AGENT][NEUTRAL] That's the one you're looking for, OK. So yes, those are in processing, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So you should be receiving the um turnaround, we usually say 7 to 10 business days.
[AGENT][NEUTRAL] From when we received it.
[CUSTOMER][NEUTRAL] All right, so they are is that, is that normal for everybody pretty much to go this long like this just out of curiosity, that's normal pretty much.
[AGENT][NEUTRAL] What, the turnaround time?
[CUSTOMER][NEUTRAL] 77 yeah the turnaround time, yeah, process.
[AGENT][NEUTRAL] Oh yeah, um, that's that's actually short. Um, usually is it 30 days max. Yeah, it could be up to 30 days depending on what's being filed, what, what the rules are for that, you know, for wherever you're filing with, but yeah.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][POSITIVE] It could be, wow.
[CUSTOMER][NEUTRAL] Uh, rules and stuff, got you. OK, alright, well thank you so it's in processing then.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, thank, uh, thank you. I'll just check because I turned those in last week, so, OK, thank you so much. I appreciate your time. Thanks good talking to you again. uh, alright, thanks. Bye.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] Well, nice talking to you also, and thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Bye bye.