AccountId: 011433970860
ContactId: 47bf4867-74e2-4e0d-8986-767b9531455e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 524299 ms
Total Talk Time (AGENT): 211025 ms
Total Talk Time (CUSTOMER): 188608 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/47bf4867-74e2-4e0d-8986-767b9531455e_20250414T14:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm uh calling on.
[CUSTOMER][NEUTRAL] Regards to the uh couple of claims I had sent in to see the status of them.
[AGENT][NEUTRAL] OK, sir. I can help you with claim status. What is your name and your callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then may I please get your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well, there's a few of them I guess uh let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If you could just give me one, it'll pull off for me.
[CUSTOMER][NEUTRAL] So let's start with this one.
[CUSTOMER][NEUTRAL] Yeah, OK, 22.
[CUSTOMER][NEUTRAL] 444449
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number, and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] OK. My address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, phone number [PII].
[CUSTOMER][NEUTRAL] And I'm sorry, what was the rest of it?
[AGENT][NEUTRAL] Your email address, please?
[CUSTOMER][NEUTRAL] Oh, OK. It's [PII].
[CUSTOMER][NEUTRAL] P W R S T R K.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it looks like I have your work email address, sir.
[CUSTOMER][NEUTRAL] OK, yeah, you probably do, yeah, it said, uh, it's [PII].
[AGENT][POSITIVE] Yes, sir, that's correct.
[CUSTOMER][NEUTRAL] Yeah, that one I don't usually use.
[AGENT][NEUTRAL] OK, well, let's go ahead and change it for you. What would you like for it to be?
[CUSTOMER][NEUTRAL] I'd like it to be the one I just gave you.
[AGENT][NEUTRAL] OK, and can you repeat that for me again?
[CUSTOMER][NEUTRAL] My personal
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] R E D
[CUSTOMER][NEUTRAL] PWR.
[CUSTOMER][NEUTRAL] S T R K
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, sir. And let me repeat it.
[CUSTOMER][NEUTRAL] He
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And then um was it [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] just [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, let me get that updated for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got your um email address updated for you now.
[AGENT][NEUTRAL] Alright, and I do show that a claim was filed, um, it was reported on [PII] on this policy.
[AGENT][NEUTRAL] And it was submitted by you.
[AGENT][NEUTRAL] And that it's in process right now there's no information I can give on it at this time it's still processing the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just wanted to make sure there wasn't something else I needed or.
[CUSTOMER][NEUTRAL] Anything like that.
[AGENT][NEUTRAL] Right, I understand. At this time it's not showing anything. Now you may want to wait about 5 days. It's been, it usually takes 7 and it can take up to 15 business days to process the claim, but as of right now it's still in process.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, and I just did another one this morning, so, um, that one won't, uh, that one's for continuing disability.
[CUSTOMER][NEUTRAL] Um, I've already gotten 2 months of, uh, disability, and then this is gonna be the 3rd 1.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me put my note on this this one that we just.
[CUSTOMER][NEUTRAL] And then that'll fulfill basically.
[AGENT][NEUTRAL] Uh, I can put my note on this one and I can go and check the other one and make sure that we received it for you. Did you send it by mail or did you send it online?
[CUSTOMER][NEUTRAL] Online I did it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, this, that one was a continued disability. The, the, the previous one was, uh, for 5 days in the hospital.
[AGENT][NEUTRAL] I can look at that one.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] OK, alright, well let me get to that short term disability and we'll like make sure that we received it, OK?
[CUSTOMER][NEUTRAL] OK. Yes, ma'am.
[AGENT][POSITIVE] Yes sir I do show that we did receive it. It actually came in today through the online service center.
[CUSTOMER][NEUTRAL] OK, now I have another question.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Um, I am gonna be actually there, the doctor is gonna be, um, keeping me out of work for another month or possibly 2.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Due to some unforeseen circumstances, so do I have to, do I just continue doing the uh, the continued disability?
[AGENT][NEUTRAL] Yes, sir, you still keep sending it in every month like you've been doing and when the doctor fills out his portion of the claim form, make sure that he puts on there that he needs, you need to be continued on disability, that he states that on there that you will be out.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Alright, yeah, I'll see if I can get those I'll have to get those forms back out of the uh.
[CUSTOMER][NEUTRAL] Is that the 8 page set of forms?
[CUSTOMER][NEUTRAL] Do you know?
[AGENT][NEUTRAL] Mm, let me look. I can look them up real quick and see how many pages it is.
[CUSTOMER][NEUTRAL] Yeah, because I have some here, um.
[CUSTOMER][NEUTRAL] I just don't know. Actually I think I got the right ones. There's a, there's a.
[CUSTOMER][NEUTRAL] To pay
[CUSTOMER][NEUTRAL] Um, with the doctor's stuff on there, so.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] Let me look real quick at the short term disability form. I'll tell you how many pages it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I'm downloading it now and I'll tell you it is 8 pages, yes, sir.
[CUSTOMER][NEUTRAL] OK, so it's it is the 8 page one. OK, so I don't know which one to get it. I think I might have that here, but I'll.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] If not, I'll uh print it out and.
[CUSTOMER][NEUTRAL] Get it to the doctor.
[AGENT][NEUTRAL] OK, and do you have our um [PII]?
[AGENT][NEUTRAL] [PII] website so you can get more copies if you need them.
[CUSTOMER][POSITIVE] Yes ma'am, I've been doing most of the stuff online. Yes.
[AGENT][POSITIVE] OK, good.
[AGENT][POSITIVE] Yes, sir. OK, good. I wanted to make sure.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with, Mr. [PII] before we go?
[CUSTOMER][NEUTRAL] That should do it for me.
[AGENT][POSITIVE] OK, well, I hope you get to feeling better, sir, and we thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you very much then.
[AGENT][POSITIVE] You're very welcome. You too, sir. Bye-bye.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Thank you. Thank you. Bye-bye.