AccountId: 011433970860
ContactId: 43503225-f7d6-4e87-9ccd-0c18758e37f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376820 ms
Total Talk Time (AGENT): 125755 ms
Total Talk Time (CUSTOMER): 109720 ms
Interruptions: 3
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/43503225-f7d6-4e87-9ccd-0c18758e37f1_20250520T13:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], [PII] at [PII]'s office. I'm calling to check on a disability claim, um, a payment please.
[AGENT][NEUTRAL] Alright, happy to check on a claim, [PII]. Do we have the policy number?
[CUSTOMER][NEUTRAL] 1092735
[AGENT][NEUTRAL] OK, thank you. Let me pull that up here.
[AGENT][NEUTRAL] And then if I can get the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it, the statement of insured when I called to check on it yesterday, they said that was missing so he completed that and I faxed it yesterday. So I was just, they're just in desperate need of this check for their rent so I just um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, I don't want anything holding anything up. I'm trying to just stay on top of it for them.
[AGENT][NEUTRAL] Right. OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEGATIVE] Yeah, it doesn't even show because I see what you're saying it shows incomplete, um, needing the employee portion and I don't see anything uploaded on our.
[AGENT][NEUTRAL] Yeah, it's
[CUSTOMER][NEUTRAL] Is there any way I can scan it to y'all?
[CUSTOMER][NEUTRAL] I sent it at [PII] yesterday morning. Didn't it show you think?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] I feel like I'm not sure how long it would take. The only other, the upload option is just on there is an upload option online through the service center. The insured would have to have like a portal, you know, I, I don't know if that's something they've ever done before.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I mean, he's actually
[CUSTOMER][NEUTRAL] Like 4 hours away, still in the town where he had
[CUSTOMER][NEUTRAL] The transplant, they're living in a camper down there to be close to his doctors.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I just hope, but is that normal like that you don't even show it, and I faxed it.
[AGENT][NEUTRAL] I'm gonna, yeah, I'm gonna double check and see what the
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see if I can get any sort of turnaround time or see if anybody can check to see if we've received it. Um, I may need to reach out to.
[CUSTOMER][POSITIVE] Thank you and I sent it for them is, can I, um.
[CUSTOMER][NEUTRAL] Upload it through a portal as the agent.
[CUSTOMER][NEUTRAL] Or does he have to do it?
[AGENT][NEUTRAL] Well, I, you could do it, but you would have to create like a login and everything, you know what I mean, um, for his policy.
[CUSTOMER][NEUTRAL] It's, but it's for an insured. I mean, it's just like per insured. It's not like for the agent, it's like each individual. So I would have to create something like in his name, is that what you're saying?
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I don't know that I should do. I mean.
[AGENT][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] I want things to get there quicker, but.
[AGENT][NEUTRAL] OK, so it looks like from it getting from the point of it being faxed and then they upload it into the system where like I could see it, and they said that it can take 48 hours, so it doesn't seem like that's unusual for it not to be showing if it was faxed yesterday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Well, I'll just wait and maybe call this afternoon.
[AGENT][NEUTRAL] Yeah, I mean you guys, you're yeah, you, you can, no you can definitely check as much as you feel like, yeah, you know, not a problem whatsoever we're here um until [PII] Central time Monday through Friday so.
[CUSTOMER][NEUTRAL] Let's see, I know that's.
[CUSTOMER][POSITIVE] All right. Thank you, [PII].
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye bye.