AccountId: 011433970860
ContactId: 57e0236b-d983-4358-a27f-f6f9a98ca6c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335959 ms
Total Talk Time (AGENT): 173234 ms
Total Talk Time (CUSTOMER): 104055 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/57e0236b-d983-4358-a27f-f6f9a98ca6c5_20250403T15:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, good morning, my name is [PII].
[CUSTOMER][NEUTRAL] I'm, I'm calling uh about my disability insurance claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with your claim, sir. Can you please give me your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, my policy number is 0243.
[CUSTOMER][NEUTRAL] 263 6.
[AGENT][POSITIVE] Thank you, sir. Let me look up your policy real quick.
[CUSTOMER][NEUTRAL] What, what happened, um, I talked with one of the agent this morning and they told me that it was not complete, but my, my doctor just forwarded the the.
[CUSTOMER][NEUTRAL] The part um page 6 and 7 that he never complete and sign he just forwarded it to you and I also forward it to you, sir. I wanted to pay check and see if it's there.
[AGENT][NEUTRAL] OK. All right, [PII]. Um, can you please, um, and I can answer your questions for you if we need to verify your policy real quick first. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that's on the policy for you?
[CUSTOMER][NEUTRAL] OK, my mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII]. The zip is [PII].
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] OK, and then your cell phone number, sir?
[CUSTOMER][NEUTRAL] My cell phone number is [PII].
[AGENT][POSITIVE] OK, thank you [PII]. I appreciate you verifying that information for me and if we get disconnected, sir, is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you, [PII]. OK, so,
[AGENT][NEUTRAL] I'm showing now, uh, if he just sent in the fax this morning.
[AGENT][NEGATIVE] Then then the claim will be being worked on and it's not giving me information at this time because it's too soon.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because it was just sent this morning, so we have to give it time to process, um, if you can give it uh 3 days, call back and we'll see where the status is of the claim as far as receiving the fax, but it does take up to 15 days to process a claim.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, that's long. You see what happened now I'm, I'm traveling today and I need to get.
[CUSTOMER][NEUTRAL] Get get the information going today because I will be out of the country.
[AGENT][NEUTRAL] OK, alright, so I'm gonna uh transfer you over to the claims department to see if they can help you further since you're going to be leaving the country and see if we can get you any kind of answers, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, because I'm, I'm getting ready to go to the airport now to catch a flight to go out of the country.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, alright, so it's gonna be a brief hold while I transfer you on over to the claims department.
[AGENT][POSITIVE] So we can see if we can get you some further assistance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK ma'am I appreciate it.
[AGENT][POSITIVE] OK. Thank you, sir. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the care team.
[AGENT][NEUTRAL] I've got, um, hi, I've got [PII] on the phone and Mr. [PII] is a frequent caller. He has a policy number 243-263-6.
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] He is calling because um on claim 358-4282 it was missing information and he said his physician sent in the claim form by fax this morning he wants to verify that we received the fax because he's on his way to the right now to leave the country and he won't be able to follow up and um we won't be able to give him a call back in 2.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, well, it takes 24 hours for it to upload, yeah, so.
[AGENT][NEUTRAL] On that plane or he's OK.
[AGENT][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Let me see. I don't know.
[AGENT][NEUTRAL] Back in 3 days and we might have a little more information for him that it was just too soon since it was just sent this morning, but he is, um, like you said, getting on an airplane. He wants to know if we can give him any information at all.
[CUSTOMER][NEUTRAL] I can look for it, but I can't promise him anything so go ahead and put him through.
[AGENT][POSITIVE] OK, Misty. All right. Thank you so much. Bye-bye.
[CUSTOMER][POSITIVE] All right, thanks.
[CUSTOMER][POSITIVE] No problem.