AccountId: 011433970860
ContactId: 2eda5f35-3b85-4d2c-a601-4feaa1c75657
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224940 ms
Total Talk Time (AGENT): 98972 ms
Total Talk Time (CUSTOMER): 75047 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/2eda5f35-3b85-4d2c-a601-4feaa1c75657_20250411T17:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, hello [PII]. My name is [PII] and I'm calling to check to see if y'all received all my paperwork for my claim.
[AGENT][NEUTRAL] OK, I can help you with the claim status. Can you please spell your first name for me?
[CUSTOMER][NEUTRAL] First name is [PII]
[CUSTOMER][NEUTRAL] And last name is spelled [PII].
[AGENT][NEUTRAL] OK, thank you very much, Ms. [PII]. And then what is your callback number, ma'am, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And may I also get your policy number?
[CUSTOMER][NEUTRAL] I can give you my social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull up your policy real quick.
[AGENT][NEUTRAL] OK, and Ms. [PII], on which um policy?
[AGENT][NEUTRAL] Did you send the claim in on?
[CUSTOMER][NEUTRAL] The short term disability.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My telephone and what else did you want?
[AGENT][NEUTRAL] Your email address, please?
[CUSTOMER][NEUTRAL] The email address is [PII].
[AGENT][NEUTRAL] Thank you. And the phone number you gave me to call you back on, is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you very much. OK, so I do see that on [PII], we received a claim form that's in process.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it
[CUSTOMER][NEGATIVE] I don't know why my employer is taking so.
[CUSTOMER][NEUTRAL] It's supposed to be the end of my, it was supposed to be some stuff faxed over yesterday for me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I
[CUSTOMER][NEGATIVE] I'm not understanding.
[AGENT][NEUTRAL] Right. Yeah, that's the last information that I've got was received on.
[AGENT][NEUTRAL] [PII] and it's in progress at this time so I can't, there's no information I can give it this time because it's being processed by the claims examiners.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now it does take 7 to 10 business days to process the claim, so if you wanted to try back um and we may be able to give you more information after the processing is over.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye