AccountId: 011433970860
ContactId: 275b57f4-f180-44ff-927e-afa62e7b86ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 458970 ms
Total Talk Time (AGENT): 161124 ms
Total Talk Time (CUSTOMER): 174022 ms
Interruptions: 6
Overall Sentiment: AGENT=2.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/275b57f4-f180-44ff-927e-afa62e7b86ab_20250123T17:06_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, yes, I was just calling um for our claim. Um, we, uh, my, it's my husband's claim, but I'm on the policy to be able to speak on his behalf, and we get paid $3000 a month, but our check was only for $2000.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, yeah, I can definitely help look at that with you. Do you have, and I'm so sorry, can I have your name and a good callback number real quick first?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] OK, perfect. And thank you. And what's the policy number?
[CUSTOMER][NEUTRAL] I don't have that. I have a social security number.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] And um I can search with that um whenever you're ready.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Wait a second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I believe I see the policy right here, but just to make sure I have the right policy pulled up, could you verify for me your husband's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh-huh. [PII] [PII].
[AGENT][NEUTRAL] Perfect thank you so much and then just to go any further I do just need to pull up that authorization that you're on file is that OK?
[CUSTOMER][NEUTRAL] Sure, of course, yeah.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] I really appreciate your patience. I just have to get the date it was on file. I'm so sorry, um.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK, the question would be when do you get your first retirement check? We already know that, so like mid April.
[CUSTOMER][NEUTRAL] I don't know. Do you get paid at the end of the month, so.
[CUSTOMER][NEUTRAL] You always get paid on the [PII] for retirement, so would it be [PII]? or did you hear that? We've asked that question before.
[AGENT][POSITIVE] Alright, Ms. [PII], I'm, I really appreciate your patience. I was able to um get that verified for you and I'd be more than happy to continue looking into um the payment on the claim. I do just have the last couple pieces of information to verify real quick, and that is the mailing address on file.
[CUSTOMER][NEUTRAL] Then I guess you just answered the question.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful and then just that phone number on file.
[CUSTOMER][NEUTRAL] [PII] if you could just have claims maybe take a look at it because we did provide the additional information that I think they needed to get that extra $1000 or the $1000 that was uh.
[CUSTOMER][NEUTRAL] You know, the complete uh disability payment so I'm hoping that maybe that could be expedited.
[AGENT][NEUTRAL] OK, yeah, absolutely, um, so I do see where that information came in on the [PII] and it looks like it's in the last stages of processing. It doesn't have a a process date on it, um, it's just like the [PII] like just a random generic date from.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII] but that means that it will be done processing tomorrow um so if you wanted to call back tomorrow, um, we'd be able to let you know uh what the outcome of that was.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] OK, OK, so it will be processed.
[AGENT][NEUTRAL] Tomorrow, yeah, we'll we'll be able to look into it and know exactly what the outcome is. It is just in typically it only takes 24 hours, um, but it's just in that final review stage is basically so it's not too far away from here.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] something
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] OK, just wanted to just wanted to make sure if, if, and if there's any way that it could be done sooner, I'd greatly appreciate it. We're a little bit behind. Normally we get paid the full 3000 around the [PII] of the month and due to his, uh, dates of his appointments, it it kind of got messed up and so we're really kind of desperate for that those additional funds so anything you could do, I would appreciate it.
[AGENT][NEUTRAL] Oh absolutely I will um reach out to the examiner and I'll just verify um and I'll obviously have the notes on there that we talked today um but yes you might give us a call back tomorrow because I do see it's in those ending stages and I can't guarantee how long it takes but usually it's no more than another, you know, that following day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate that.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Mhm. OK, yeah, I was just wanting to know if there was any way it could be pushed through today instead of tomorrow, so if, if you could do that I would really appreciate.
[AGENT][NEUTRAL] So even if it got approved today, the payment doesn't go through until [PII], um, and you, you know what I mean, so, um, as far as the payment goes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I do, but today's Thursday, so if it was able to push through today then we would get paid tomorrow if it's processing tomorrow we're probably not gonna get it until Monday or Tuesday because of the weekend so that's just what I was thinking if there's any way that it could be pushed through today.
[AGENT][POSITIVE] Oh, that makes a lot of sense. Yeah, I will absolutely reach out to the examiner and see if there's something that they can do.
[CUSTOMER][POSITIVE] I appreciate that. Oh, I appreciate that so much, really, I do.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely. Well, I'm, if there's anything else you need, give us a call, OK?
[CUSTOMER][POSITIVE] OK, thank you. OK. Thank you so much. Bye-bye.
[AGENT][POSITIVE] My pleasure bye bye.