AccountId: 011433970860
ContactId: 3de38708-c044-4f42-a43c-f495d31f25a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 996359 ms
Total Talk Time (AGENT): 300415 ms
Total Talk Time (CUSTOMER): 292786 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/3de38708-c044-4f42-a43c-f495d31f25a1_20250527T18:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello sir, this is [PII]. I'm calling about my disability claim.
[CUSTOMER][NEUTRAL] I got a message from someone on Friday and I by the time I got the message and called back.
[CUSTOMER][NEGATIVE] I don't know if it was gone or what, but I never received a call back.
[AGENT][NEUTRAL] OK. Yeah, they may have been gone for the day. Let's take a look.
[CUSTOMER][NEUTRAL] I don't have my claim number. I'm in my car.
[AGENT][NEUTRAL] OK, let me reach out to.
[AGENT][NEUTRAL] The claims examiner that I called to you and see if she's able to take uh
[AGENT][NEUTRAL] A call here.
[AGENT][NEUTRAL] OK. Do you mind if I place you on just a brief hold here for a moment?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] As
[AGENT][NEUTRAL] to
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you, [PII]?
[AGENT][NEUTRAL] Hey, I'm good. Hey, [PII], does [PII] usually work on like disability claims?
[CUSTOMER][NEUTRAL] Um, yeah, she's a disability and cancer claims typically, but she's on that team, so she handles kind of anything that they would handle.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I should probably reach out to her then. This insured's been calling on this disability claim for what seems like a very, very long time. So I'll just reach out to her. She's probably the best person. I just wanted to double check.
[CUSTOMER][NEUTRAL] She might be, it looks like she's out of the office. I don't know if she's just on lunch or if she's not here. Hang on, let me check our calendar and I can let you know for sure.
[AGENT][NEUTRAL] Is she? Oh gosh.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] This poor guy, like, I'm just saying, [PII], this poor guy, when he calls, like I've talked to him so much that like I don't even ask for his policy number, like, oi.
[CUSTOMER][NEUTRAL] Let's see if she's here.
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah she's out today she's on um PPT today so she's not even here. Is it something that we can look into for you and then somebody call him back or what do you think? Like I I guess kind of what the what the gist of going what's going on, you know.
[AGENT][NEUTRAL] So it's
[AGENT][NEUTRAL] Yeah, so the claim's been under review from Doctor [PII], and the last date I see on there is like [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Like in [PII], you know what I mean? I know, and like he literally call, I'm not lying, he calls every day.
[CUSTOMER][NEUTRAL] Oh, that's a lot.
[AGENT][NEUTRAL] Checking on it and it's just like, you know, we keep telling him like, OK, yeah, and then I see and that, do you want the policy number? May, I don't know. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, go ahead and give me that.
[AGENT][NEUTRAL] So is policy number 02597994.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I talked to him, I think on Friday actually.
[AGENT][NEUTRAL] Um, and it was still the same thing, and I think
[AGENT][NEGATIVE] If I go back, I think it was [PII] who tried to call him back, but he didn't answer.
[AGENT][NEUTRAL] And of course, it was a holiday, so.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, so it looks like [PII] tried to call back on [PII] I think [PII], left a voicemail and then says got no answer, left information for a return call.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But the claim still shows under review like I don't see anything different on it.
[CUSTOMER][NEUTRAL] Yeah, so on [PII].
[CUSTOMER][NEUTRAL] There was um a call back.
[CUSTOMER][NEUTRAL] Made to him because we were needing information from his provider and we received that um and so it was sent back to medical review.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see, doesn't wanna have to wait 7 to 10 days.
[CUSTOMER][NEUTRAL] And then of course we'll see if we can so that was on [PII] so that was still.
[CUSTOMER][NEUTRAL] A week ago, but I wonder if he was not in the office next week or last week he normally.
[CUSTOMER][NEUTRAL] Performs those reviews like throughout the week and or Thursday Friday and responds kind of on a weekly basis usually towards the end of the week um.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So I'm not is [PII] here today because she's over that team.
[CUSTOMER][NEUTRAL] And there's not anywhere like it's not a public email that it goes to it goes to like a select few people so there's not even any way that I can go, oh yeah, we received it it's right here let me get this sent over and we'll get, you know, like I have no idea um so the best that I can do you can reach out and contact [PII] if you want to because she is over that, um.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Team and she's the one that receives the emails just because she may be able to be like yes we have something or no we don't um or I can send something and reach out and then let you know I'm not because I don't have access that's really the best that I can do personally.
[AGENT][NEUTRAL] OK, do you think it's better to send her an email or just send her a message like on Teams?
[CUSTOMER][NEUTRAL] Um, either way, I mean she's pretty responsive either way so it just whatever, yeah, and we can just kind of, you know, it like I said I can do it or you can do it and I can copy you whichever it does not matter to me, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I
[AGENT][NEUTRAL] Yeah, it doesn't matter. I don't mind reaching out to her, like I said, just cause, you know, I don't know like what to tell this guy.
[CUSTOMER][NEUTRAL] Yeah and I would just let her know like you know it is in the notes that we resent it on [PII] so I just wanted to see if we had an update because he contacts us daily to see where his policy is at because we've been at this for almost a month.
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] Right, OK. I will do that, [PII].
[CUSTOMER][NEUTRAL] And just kind of see if she's gotten anything because if she has gotten something and she sent it to [PII] to be processed [PII]'s not here today so it's not even gonna get reviewed by her until she's back in the office, which if I looked at the calendar correct if if that if all goes accordingly she'll be back tomorrow so it'll be tomorrow at the earliest if that's what happens unless she sends it to someone else to go ahead and process so.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right. Sounds good, [PII]. Well, thank you for that. I appreciate you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem at all, have a good one.
[AGENT][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you for patiently waiting, Mr. [PII]. I'm still reaching out here, so I just wanted to touch base with you and let you know I'm still here, OK? Thank you. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] All right, sir. So I'm trying to figure out exactly um what we can do as far as an update on this. Um, we have [PII] who works um these particular claims and unfortunately, because of the holiday, everybody was gone yesterday. She's not in office today. Um, she's on vacation and is, you know, returning back tomorrow.
[AGENT][NEUTRAL] I've reached out to a supervisor to see if they're able to give me any sort of update on this because I unfortunately don't see any changes on it. I'm just waiting for a response back so would you like me to call you back instead of staying on hold, would that be better?
[CUSTOMER][NEUTRAL] Yeah, so it doesn't say nothing right now because they told me that my 7 to 10 days was up not last Friday but the Friday before and they said that they had all their information they needed last week and it's been another.
[AGENT][NEUTRAL] There's
[CUSTOMER][NEUTRAL] 6 days now.
[CUSTOMER][NEGATIVE] And it's been almost 3 months since I filed the claim.
[AGENT][NEUTRAL] No, I mean, I see on the [PII] that, you know, they had reached out, needed some additional information, got that information.
[AGENT][NEUTRAL] Um, and that
[AGENT][NEUTRAL] I, you know, and so that's why I'm trying to figure out exactly what the hold up is on it because unfortunately I don't know, um, and that's why I've reached out to a supervisor to see if they have any sort of additional information that they're able to provide me because there's not unfortunately an update that I'm able to provide this time.
[CUSTOMER][NEUTRAL] So there's nothing in the notes of why she called me on Friday?
[AGENT][NEUTRAL] She put a note that she contacted you left a voicemail with a call back information, and that was it.
[CUSTOMER][NEGATIVE] And then I called her back at [PII] and she was on the line with someone else and they told me that she said she would call back and didn't.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] So I don't know if they realize that they're affecting my family by holding this money, but yeah, my number is [PII]. It should be the number in the file.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, as soon as I get a response back from the supervisor, I will call you back. I, I'm still waiting to hear back from them.
[CUSTOMER][NEUTRAL] OK thank you I know it's not your fault it's just frustrating.
[AGENT][POSITIVE] Yeah. Yeah, no, I definitely, I get it and um I've stressed the importance that, you know, you've been checking on this daily and that um you know, we need to kind of, you know, have some sort of progress. So, um, hopefully I can get an answer and get you a call back, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, well I hope you have a great blessed day.
[AGENT][POSITIVE] All right, I'll speak to you soon.
[CUSTOMER][NEUTRAL] All right bye.