AccountId: 011433970860
ContactId: 25e52370-b08d-4f2e-85e2-b79251028a01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210300 ms
Total Talk Time (AGENT): 81148 ms
Total Talk Time (CUSTOMER): 63349 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/25e52370-b08d-4f2e-85e2-b79251028a01_20250416T17:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], I called earlier, uh, but I was at the hospital, so I got disconnected.
[CUSTOMER][NEUTRAL] My name's [PII]. I'm calling about my disability claim that's pending. Find out.
[CUSTOMER][NEUTRAL] Because they said they was gonna put in one of the girls said they're gonna put an expedite on it and call today.
[AGENT][NEUTRAL] OK, [PII], I'm
[CUSTOMER][NEUTRAL] I had to send a paper from my uh employer.
[AGENT][NEUTRAL] Do you have your policy number? I can check on it.
[CUSTOMER][NEUTRAL] I don't have a policy number for the disability.
[CUSTOMER][NEGATIVE] I have a card, but it's a medical card. I don't have. I didn't no one's ever gave me the number.
[AGENT][NEUTRAL] OK. What is your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And then [PII], uh, if I can get your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so you submitted the, they had called you, it looks like on the [PII] yesterday.
[AGENT][NEUTRAL] Um, saying that there were medical records and then you submitted those to us, correct?
[CUSTOMER][NEGATIVE] No one called me yesterday. I called you to ask how my disability I don't.
[CUSTOMER][NEUTRAL] I'm, I'm talking about temporary disability.
[AGENT][NEUTRAL] So the information that was submitted on I'm showing the [PII] is still in progress. It hasn't been um processed completely yet at this time.
[CUSTOMER][NEUTRAL] So they told me then that I had everything I needed in.
[AGENT][NEUTRAL] Yeah, so I, we received the additional documentation. It's just in progress. It has not been either paid or denied. Nothing has happened on the claim yet as of today.
[CUSTOMER][NEUTRAL] And how long will that take?
[AGENT][NEUTRAL] Um, it looks like yesterday whoever you spoke with, um, did reach out to claims, and, um, they did ask if it could be expedited at your request. They said that it should be processed within the next couple days so if you wanna call back and check later today, you can. We're here till [PII], um, you know, hopefully in the next day or so it looks like they're doing their best to to get it done for you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate it. I'll call back later tonight.
[AGENT][POSITIVE] Yeah, you're welcome.
[AGENT][POSITIVE] All right. Have a good day.
[CUSTOMER][POSITIVE] OK, you have a good day.