AccountId: 011433970860
ContactId: 3b602237-f2e3-4501-8200-fcbb7055814c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 457040 ms
Total Talk Time (AGENT): 130873 ms
Total Talk Time (CUSTOMER): 110086 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/3b602237-f2e3-4501-8200-fcbb7055814c_20250404T14:40_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How you doing [PII]? I'm trying to get in touch with a uh claims specialist or claims rep.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is it regarding a claim for yourself or?
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's regarding myself.
[AGENT][NEUTRAL] OK, um, I might be able to help you. Uh, so do you have your policy ID?
[CUSTOMER][NEUTRAL] Uh, give me one second.
[CUSTOMER][NEUTRAL] Everything disappeared when you need it, um.
[AGENT][NEUTRAL] Um, or I can look it up by your last name or your social.
[CUSTOMER][NEUTRAL] OK, my social is [PII].
[AGENT][NEUTRAL] And let's see, is this for your short term disability?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what was your first name and last name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] My name is
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let me pull this up.
[AGENT][NEUTRAL] OK, just need to verify a few pieces of information. Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then lastly your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and how can I help you?
[CUSTOMER][NEGATIVE] I'm reaching out because uh the the pro the turnaround time has been very slow with me getting or needing information and getting information and things like that. Uh, I was told yesterday that my uh claim was denied because uh my case looks like more of a workers' comp case. I submitted uh a letter from workers' comp saying that basically the insurance company denied this that the workers' comp, uh.
[CUSTOMER][NEUTRAL] The insurer denied the claim.
[CUSTOMER][POSITIVE] So I'm trying to see where I stand with you guys because they said that's what I needed.
[CUSTOMER][NEGATIVE] Because I've been, I've been waiting for nearly a month of this injury and I haven't received any income because I'm placed out of work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you said you sent something yesterday, is that correct?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show we received that.
[AGENT][NEUTRAL] So that should be um in our processing um it generally takes about 7 business days to process once we receive information.
[AGENT][NEUTRAL] So I, I have it on file, um, and it's, it's in, it's en route to be processed and looked at.
[CUSTOMER][NEUTRAL] OK, so I have to wait another 7 days?
[AGENT][NEUTRAL] Um, let me see if there's a.
[CUSTOMER][NEUTRAL] Every time that there's a hiccup.
[AGENT][NEUTRAL] Yeah, it's so I mean that's just our general processing time. Let me see if.
[AGENT][NEUTRAL] Um, can I place you on a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm gonna, um, what I'm gonna do if you don't mind, I'll transfer you to the claims department, explain everything that we've discussed so far and see if there's any way to expedite this, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] For calling ATL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in the care team and I've got an insured on the line, um, that wanted to talk about his short-term disability claim.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] Uh, policy number is 2574819.
[AGENT][NEUTRAL] Um, I've verified everything. Looks like the most recent thing we received was he sent proof that it wasn't um work comp, so he's kind of, he wants to know how fast can we get this process because he's been waiting a long time.
[CUSTOMER][NEUTRAL] OK, because it normally takes at least 7 to 10 business days for processing. Um, I can let them know that.
[AGENT][NEUTRAL] I and I
[AGENT][NEGATIVE] OK, I did let him know that I just didn't know is there any way to expedite the process or anything like that because he, you know, he's just like I haven't been paid in a month and.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, I will have to get with the disability supervisor in regards to that.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Do you mind if I go ahead and transfer on through that way he knows he's talking to a claims specialist.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, that's fine and his his last name is [PII].
[AGENT][NEUTRAL] Yes, [PII] and I verified all of his info.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thank you so much, [PII] or [PII], I'm so sorry. Have a good weekend. Thanks.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Claims department, this is [PII].
[CUSTOMER][NEUTRAL] How you doing, [PII]? I was transferred.