AccountId: 011433970860
ContactId: 47c983d0-9384-4bb8-a310-67ce4c2ec934
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 648520 ms
Total Talk Time (AGENT): 91347 ms
Total Talk Time (CUSTOMER): 168261 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/47c983d0-9384-4bb8-a310-67ce4c2ec934_20250617T21:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. My name is [PII] and I've been waiting to hear from someone about a decision on my short term disability claim.
[CUSTOMER][NEUTRAL] I was wondering if you could help me with that please.
[AGENT][NEUTRAL] OK, [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] 260.
[CUSTOMER][NEUTRAL] 943 2
[AGENT][NEUTRAL] OK. Can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And your address and your email address?
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] Email address is [PII].
[AGENT][POSITIVE] OK, thank you. And then lastly, just a good callback number in case we are disconnected.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, let's see, looks like.
[AGENT][NEUTRAL] OK, it looks like we've received the claim. Let me see what's going on here.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, it looks like we received everything on [PII].
[AGENT][NEUTRAL] Uh, it's currently in processing.
[CUSTOMER][NEGATIVE] I don't know, that seems awful funny cause when I spoke to them last week, they had received everything.
[CUSTOMER][NEUTRAL] And told me it was in processing that, so I'm not sure.
[CUSTOMER][NEGATIVE] Who's lying to who here?
[CUSTOMER][NEGATIVE] Cause they told me last week they had everything and all they had to do was look through it and make sure what I turned my short-term disability in for was not a pre-existing condition. So now they either received it last because they received it yesterday, which isn't.
[AGENT][NEUTRAL] OK, let me check with our um
[CUSTOMER][NEUTRAL] So I'm making a lot of seats here.
[AGENT][NEUTRAL] Yeah, I do see a date of [PII], um.
[AGENT][NEUTRAL] But then I don't show
[CUSTOMER][NEUTRAL] All right, that's not yesterday.
[AGENT][NEUTRAL] Yes, so, but it looks like there was um a processing date of [PII] so I'm not sure what.
[AGENT][NEUTRAL] Um, let me place you on a brief hold and find out what's going on. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Oh shit.
[AGENT][NEUTRAL] Quit.
[AGENT][NEGATIVE] Uh, uh, this is so irritating to not have to be able to see what
[AGENT][NEUTRAL] Is going on.
[AGENT][NEUTRAL] Nothing, I'm talking to myself.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I'm so sorry about that. OK, so yes, we, we received all the documentation on [PII]. Yesterday was when they determined, it doesn't show that anything's pre-existing, and so now the claim is in processing.
[CUSTOMER][NEUTRAL] Jesus [PII].
[CUSTOMER][NEGATIVE] OK, well, again, I'm still trying to figure out how to pay my bills and that's why I started this early and I'm still not getting any money coming in, so.
[CUSTOMER][NEUTRAL] Uh, I'm starting to.
[AGENT][NEUTRAL] Um, it was sent
[AGENT][NEUTRAL] Uh, so it
[CUSTOMER][NEGATIVE] Really panic here.
[AGENT][NEUTRAL] Uh, went through yesterday, so I, it should be about 5 working days or so and it and before and at the latest that it's finalized.
[CUSTOMER][NEUTRAL] Right, right, yeah.
[CUSTOMER][NEGATIVE] Right, yeah, I know. Yeah, I've been getting told 5 working days every time we make a phone call and that's been like 20 working days ago, and that, that doesn't help pay my bills.
[AGENT][NEUTRAL] Um, is there anything else I can check on for you today?
[CUSTOMER][NEUTRAL] Oh, no, not unless there's a check in the mail.
[CUSTOMER][NEGATIVE] Uh, you know, I, uh, been fighting to try and get this put through and everybody keeps asking for more paperwork, it will be 5 more working days and, you know, that doesn't pay my bills. I pay for this insurance for things like this, and now I'm a month and a half without any income, and I still get no answers besides, it'll be another 5 working days. So,
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I've yet to figure out how me paying for insurance uh for a situation like this is helpful. I really am, I am beyond getting an answer for that, so.
[CUSTOMER][NEUTRAL] I guess I'll wait 5 more days if I don't hear anything, I'll call back.
[AGENT][POSITIVE] OK, I'm so sorry about that, sir.
[CUSTOMER][POSITIVE] Yeah, that's I keep hearing that a lot too. But you have a good evening. Bye.
[AGENT][POSITIVE] Thank you for calling APO.