AccountId: 011433970860
ContactId: 2996d0e3-343b-4c7d-9207-78ca0efca12d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 469369 ms
Total Talk Time (AGENT): 187360 ms
Total Talk Time (CUSTOMER): 274861 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/2996d0e3-343b-4c7d-9207-78ca0efca12d_20250218T16:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning, ma'am. How we doing?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEGATIVE] Doing good, huh. This is [PII]. They sent me a deal where I could look at my claim online, and I can't get it to open up, so I just thought I'd call and talk to somebody. I don't have any patience with that electronic stuff.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't blame you. OK, so we're just needing to check on a claim?
[CUSTOMER][NEUTRAL] Yeah, yeah, they sent me a deal that it was completed and I can log in, but I can't get logged into and I tried for an hour and finally turn the phone on the floor one, went and got another cup of coffee and came back in here and thought I'd call you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sounds good. All right, we could take a look at that. What was your name? I'm sorry.
[CUSTOMER][NEUTRAL] There's a
[CUSTOMER][NEUTRAL] There's a kindergartners that are better on computers than I am.
[AGENT][POSITIVE] Look, there's things that you could do that they can't though. It's not bad. We all have our strengths and they grew up with that stuff, so.
[CUSTOMER][NEGATIVE] That's pretty bad.
[CUSTOMER][NEUTRAL] Right. That's right, that's right. That's [PII] last name.
[AGENT][NEUTRAL] What was your name, sir? I'm sorry.
[AGENT][NEUTRAL] Got it. OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah it's uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Now I have to give you my social.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 683-032
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] You betcha.
[CUSTOMER][NEUTRAL] I sound like I'm in a barrel. I, I've had a cold. My grandkids give me for a week now and I can't hardly talk without coughing.
[AGENT][NEUTRAL] That'll do it. Um, yeah, this weather, I'm surprised everybody's not sick with the way this weather's been.
[CUSTOMER][POSITIVE] Yes it will.
[CUSTOMER][NEUTRAL] I know, I know, it's 51 day and then 10 degrees two days later, you know.
[AGENT][NEUTRAL] Mhm. Exactly. Alrighty, I did find your policy, [PII], just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, that's it thank you for verifying that. Give me just a moment let me take a look at this claim for you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] All right, yeah, I kept trying to open it up. I couldn't get it to open. I couldn't get it open. I thought, I'm just gonna do stuff the way I always do. I'll call somebody.
[AGENT][POSITIVE] That's, you know, that's what I would do anyway just make it that much easier.
[CUSTOMER][NEGATIVE] Yeah, I'm terrible. I, I, I am terrible when it comes to all this email stuff. I, I was born in [PII].
[AGENT][NEUTRAL] But it's not it I guarantee it's not you, [PII]. I think it's, you know, sometimes it's hit and miss whether it wants to work or not.
[CUSTOMER][POSITIVE] Right. Well, I joke everybody, and I get this joke with most people I know. I tell them I'm still in [PII]. I like it there a lot, you know.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] There's nothing wrong with that.
[CUSTOMER][POSITIVE] He gets some, he gets really funny looks out of people when you tell them that.
[AGENT][NEUTRAL] Oh well, you know, that's on them.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK, so I do see a note here on this claim stating that the maximum benefit period uh for this disability has been met. So have you returned to work yet?
[CUSTOMER][NEGATIVE] No, I have not. What happened was the doctor released me at the end of the 6 months. They let me, they let me know I could go ahead and go back to work. That was like the [PII] or so of [PII], and uh then uh work didn't want me to come back here. They was wanting me to hold off. And uh then on the [PII],
[AGENT][NEUTRAL] You haven't.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I had an abscess come up on the foot that I'd had the surgery on. So I went back in the hospital here, uh, the end of January, so I've been all screwed up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I understand so we would need, did you get that updated information to us?
[CUSTOMER][NEUTRAL] Yeah, I did. I, I talked to some lady on the phone and uh my doctor's office, uh, they faxed, you all faxed everything to my doctor's office.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And we filled it, me and the doctor's office filled it out a few weeks ago and sent it back.
[AGENT][NEUTRAL] OK, I understand [PII] if you don't mind I'm going to put you on a brief hold um I kind of just see, you know, surface level so I'm going to reach out to our claims specialist just so they could take a look at this for you alrighty I'll get right back with you.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, yeah, yeah, it's uh, yeah, I know I ran out of the uh first go around of that, but I was, uh, I was, uh, I got all of it used up that I had, and I think I got paid on that sometime in December, and then doc said I was good to go, and I got a hold of work, and I told him I said,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I'm gonna be able to come back and they're like, well, you be sure you're ready to come back before you come back. And then, like the, the [PII], I had this stupid deal come up on the foot that I'd had all the surgery on, and they had to go back in and operate on it here again and uh late January, early February. I can't hang on a minute, I can tell you the date that was.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Just a minute so that.
[AGENT][POSITIVE] I'm gonna reach out just make sure that they have all of the information that they do need for this and I'll get right back with you OK?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. If you'll give me just a second, I've got the date here when they did that surgery, just so, just so that you got the right date. Uh,
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] No worries, that's OK.
[AGENT][POSITIVE] That's OK. I'll get right back with you, OK? Um.
[CUSTOMER][NEUTRAL] Uh, [PII], [PII] on on that surgery, you know.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's not surgery. OK, alrighty, um, I'm just gonna put you on a hold real quick, [PII]. I'll get right back with you, OK?
[CUSTOMER][POSITIVE] All righty, ma'am. Thank you.
[AGENT][POSITIVE] All right thank you one moment.
[CUSTOMER][NEUTRAL] Uh huh. You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. With whom am I speaking? How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good and you?
[AGENT][NEUTRAL] Doing alright thank you um I've got someone who's needing to speak with y'all uh he had filed a disability claim I guess he had already had uh benefits prior but um it had come back as an abscess and it did state that the benefit maximum had been met, but he wants to talk to y'all because he he doesn't think that that's accurate as it's different.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] It is 01171049.
[CUSTOMER][NEUTRAL] OK, and what is his name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and we have a callback number for him?
[AGENT][NEUTRAL] Yes, it is [PII].
[CUSTOMER][POSITIVE] Thank you, you can go ahead and send him over thank you.
[AGENT][POSITIVE] All right thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.