AccountId: 011433970860
ContactId: 4b0c3ab7-07c8-4ae2-b0e3-a34ae19acfed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314480 ms
Total Talk Time (AGENT): 101427 ms
Total Talk Time (CUSTOMER): 99098 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/4b0c3ab7-07c8-4ae2-b0e3-a34ae19acfed_20250616T13:53_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, I'm calling to check on a claim and get status of it.
[AGENT][NEUTRAL] Yeah, I can help you with claim status. Who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII]. It's in my husband, um, for [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] 249-5024.
[CUSTOMER][NEUTRAL] That I have a confirmation number also.
[AGENT][NEUTRAL] Wait, give me just a moment.
[AGENT][NEUTRAL] Can you verify his date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] And is [PII] with you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can I go ahead and get him to confirm that I can uh speak with you on his behalf?
[CUSTOMER][POSITIVE] Yes ma'am, it's OK.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] It looks like the claim.
[AGENT][NEUTRAL] It's still pending.
[AGENT][NEUTRAL] Uh, we're still waiting on those medical records.
[CUSTOMER][NEUTRAL] OK, I thought they were sent in already.
[CUSTOMER][NEUTRAL] So it's, let me ask you a question.
[AGENT][NEUTRAL] It looks like
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Is it some records that we can sign for for you want for them to just send them to you all or
[CUSTOMER][NEGATIVE] Can we pick them up and send them to y'all what? because I'm, I'm not understanding.
[AGENT][NEUTRAL] It looks like they
[CUSTOMER][NEUTRAL] It's, it's been
[AGENT][NEUTRAL] They did send them in, but they didn't uh they didn't have a complete, uh, they didn't send it in completed. So it looks like uh this morning we uh send it back to them to have them complete uh the sections that they left out.
[AGENT][NEGATIVE] So they did send it in, but they just didn't fill it out completely.
[CUSTOMER][NEUTRAL] OK, same.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] They told me they sent them back ever since last week, so they didn't.
[CUSTOMER][NEUTRAL] When they told us that
[CUSTOMER][NEUTRAL] It's just the same thing they're telling us and they told us that like.
[AGENT][NEUTRAL] Yeah, it looks like I'm showing that there was just uh two sections that they didn't complete and so they had to send it back, um.
[AGENT][NEUTRAL] And then there was one more section. Then they filled that one out and then they had one more section that they didn't complete and we're still waiting on that one. that was the one that we requested this morning was that final section needing to be done.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll just, I'll call and see if they can go ahead send that on over.
[AGENT][POSITIVE] Great. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I wanted to ask about the.
[CUSTOMER][NEUTRAL] The life insurance do I need to call um the agent about that?
[AGENT][NEUTRAL] Um, are you wanting to enroll in life insurance?
[CUSTOMER][NEUTRAL] No, we did enroll in life insurance, um, with the company, um, when it.
[CUSTOMER][NEUTRAL] Is that policy still active or what was the outcome of that?
[AGENT][NEUTRAL] Is it under his name or under your name?
[CUSTOMER][NEUTRAL] It's under his name, [PII].
[AGENT][NEUTRAL] I am only showing that he has short-term disability with us.
[AGENT][NEUTRAL] Um, if he's getting it through his employer, I would have him contact his HR department and see, uh, who they go, who they have life insurance with.
[CUSTOMER][POSITIVE] OK, alright, thanks, thank you.
[AGENT][POSITIVE] Great, thank you so much for calling [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] OK thank you you too.
[AGENT][POSITIVE] Thank you.