AccountId: 011433970860
ContactId: 2edecca5-b14d-4fff-bf8d-e7e552046a05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347329 ms
Total Talk Time (AGENT): 121988 ms
Total Talk Time (CUSTOMER): 157637 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/2edecca5-b14d-4fff-bf8d-e7e552046a05_20250307T19:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I was calling out a question about the status of my disability claim.
[AGENT][POSITIVE] OK, I'm happy to check on a claim. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's uh 244-455-6.
[AGENT][NEUTRAL] OK, let me pull that up here.
[AGENT][NEUTRAL] Can I get your first, last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][NEUTRAL] I think I may have copied this down, [PII]. Let me repeat it back. I had 0 or I had 24.
[AGENT][NEUTRAL] And then 44556.
[CUSTOMER][NEUTRAL] Uh, let me, let me just look at it here 2444566.
[AGENT][NEUTRAL] Oh, I think I was missing a 6 there. There we go. OK, thank you. uh sorry about that. And then can I just get your uh
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Address we should have on file.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Let me see what's going on with this claim.
[AGENT][NEUTRAL] OK, so it looks like it's still under review, um.
[CUSTOMER][POSITIVE] Yeah, I wanna make sure is it.
[CUSTOMER][NEUTRAL] Is there any documents that's missing? Uh, because I've turned in, I see 3 pending, but.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] There I'm I'm kind of, maybe I'm kinda confused. There was a document.
[CUSTOMER][NEUTRAL] That I turned in uh OOSC 3443 on [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Is that that should uh hopefully I'm hoping that's included with what's pending and there's nothing missing. The reason I ask because as I viewed documents under what's pending.
[CUSTOMER][NEUTRAL] I don't see
[CUSTOMER][NEUTRAL] The OSC 93443 in those but maybe they already have those because they already.
[CUSTOMER][NEUTRAL] In there I hope I make sense what I'm saying, you know, I, I, uh, you don't see it, you don't see it showing nothing's missing, do you?
[AGENT][NEUTRAL] No, it's not saying anything's missing. Um.
[CUSTOMER][NEUTRAL] Because I see a service date from [PII].
[CUSTOMER][NEGATIVE] And that service date is when I sent my first paperwork in and then I come to find out I was missing some paperwork and I sent some more in like on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I didn't know of like on [PII] and stuff like that.
[CUSTOMER][NEUTRAL] And maybe that's from
[CUSTOMER][NEUTRAL] Maybe that's when they got that. I'm just hoping what I guess what I'm saying is.
[CUSTOMER][NEUTRAL] I'm just hoping the disability information they got on [PII].
[CUSTOMER][NEUTRAL] They got everything they need from the one that's pending as well, because what I did is I, I received two papers back on [PII] it was dated back on [PII] I could received them yesterday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it was, it was a farm.
[CUSTOMER][NEUTRAL] That from my doctor and it was it was a form from me.
[CUSTOMER][NEUTRAL] But I wonder did they get caught in the crossfire hairs because I've already sent those papers, those are the.
[AGENT][NEUTRAL] I think, yeah, I think what happened was what you uploaded on the [PII] went under the accident policy and not the disability.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I think that's what I.
[AGENT][NEUTRAL] So, yeah, it looks like it was just under the wrong one because
[AGENT][NEUTRAL] Those OSC confirmations are under the accident and they're not on your disability, so I would just go back in there, redo it under the disability one even though it's the disability claim isn't asking for anything else at this point, but like you said you're just trying to, you know, make sure you have everything in there so.
[CUSTOMER][NEUTRAL] Oh, OK then
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, just, um, when you upload, just make sure you're clicking the disability policy um that you want to submit it under.
[CUSTOMER][NEUTRAL] So re upload these ones I got from my doctor and my stuff again which they said just put them under the disability that way all of for what they have now even though it's there under older date but just re resend it up anyways which.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I, I would because the one under the accident just denied saying that this policy doesn't provide a benefit. Well, it's the wrong one. So yeah, I would just reupload it on the other one.
[CUSTOMER][NEUTRAL] I'll re upload it and I'll see if it works again alright.
[AGENT][NEUTRAL] OK, sounds good, [PII]. Anything else I can check on?
[CUSTOMER][POSITIVE] That'd be it thank you so much.
[AGENT][NEUTRAL] All right. Bye-bye.