AccountId: 011433970860
ContactId: 2ab9071b-827f-4143-add3-861119501f77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 268200 ms
Total Talk Time (AGENT): 110296 ms
Total Talk Time (CUSTOMER): 112289 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/2ab9071b-827f-4143-add3-861119501f77_20250115T15:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to ask about my short term disability.
[CUSTOMER][NEUTRAL] Uh, today is the [PII] that we're supposed to go through today. I was just wondering if.
[CUSTOMER][NEUTRAL] I know sometimes it takes, sometimes I don't exactly do it on the [PII] and sometimes.
[CUSTOMER][NEUTRAL] I was just calling to see if what was going on with it, make sure it wasn't like a paperwork issue.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I can check your claim for short-term disability, sir. Can you please give me your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, [PII], what is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 249.
[CUSTOMER][NEUTRAL] 6904.
[AGENT][NEUTRAL] OK, let me pull that policy in for us real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], can you verify your date of birth for me please sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your address, phone number, and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 703959852263598
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying that information for me.
[AGENT][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the last payment you received was for December. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me look at this one right here for January.
[CUSTOMER][NEUTRAL] And I sent the paperwork in like on.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I think it was like around [PII], right before [PII].
[CUSTOMER][NEGATIVE] And uh I asked if I had to get doctor's paperwork done again and they said no, they just needed my paperwork that's fine.
[AGENT][NEUTRAL] OK, I'm looking at it and it's pended right now, um, disability benefits to be released after the [PII], benefits pended and will be released after the [PII] of the month.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so that means after today?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so that means it's just.
[CUSTOMER][NEUTRAL] It's gonna be in it's gonna be released tomorrow.
[AGENT][NEGATIVE] It doesn't say what day. It just says that the benefits are to be released after the [PII]. It's pended right now.
[CUSTOMER][NEUTRAL] OK, what, what does pending mean?
[AGENT][NEUTRAL] Pending me this.
[CUSTOMER][NEUTRAL] So it's, it's just I just.
[AGENT][NEUTRAL] It means that it's on hold right, it's on hold right now.
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[AGENT][NEUTRAL] And the note that it has is will be released after the [PII] of the month.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] It's just it's just, it's just be tomorrow tomorrow, right?
[AGENT][NEUTRAL] You could check back tomorrow and see if it released overnight. That would be fine.
[CUSTOMER][NEUTRAL] Or the next day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I mean it's it's it's done that before.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It didn't exactly release on the [PII] or it said it would be released after the [PII], but usually, it usually is on the [PII], but sometimes it was like a couple days or a day after.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] OK. OK. OK. Uh, yeah, you, as you know, you can call back anytime and check on it and we'll look it up for you. OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII]. Well, is there anything else? Yes, sir. Go ahead.
[CUSTOMER][NEUTRAL] Yeah because I mean, you know, that's.
[CUSTOMER][NEGATIVE] No, that's, that's just, that's our only money and you know we're waiting on it and we're kind of starving for it, you know, so.
[AGENT][NEUTRAL] Yes, sir. I understand.
[AGENT][NEUTRAL] I understand. Yes, sir. I do.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] All right
[AGENT][POSITIVE] OK. Well, you're welcome, [PII]. You have a good rest of your day and thanks so much for calling APLer.
[CUSTOMER][POSITIVE] Alright, well thank you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] All right, you take care and get better.