AccountId: 011433970860
ContactId: 63cb7e6e-57a1-433e-a3c4-16a7aff38506
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373549 ms
Total Talk Time (AGENT): 115279 ms
Total Talk Time (CUSTOMER): 74928 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/63cb7e6e-57a1-433e-a3c4-16a7aff38506_20250602T12:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII] and I put in a short-term disability claim, and I was wanting to check and see where it's at.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] OK. Thank you. Um, now I need your policy number, please?
[CUSTOMER][NEUTRAL] I don't have a policy number. I mean, I don't have, have it with me.
[AGENT][NEUTRAL] OK, I can look it up by your social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You ready?
[AGENT][POSITIVE] Yes, ma'am. I'm ready.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thanks again and please verify your name again and your date of birth.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII] [PII].
[AGENT][NEUTRAL] OK. And please verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] Yes, ma'am. My mailing address is [PII], and what was the other baby?
[AGENT][NEUTRAL] Um, I asked for the email address, but I'm showing that you don't have one on file. Would you like to add one? If not, it's not required.
[CUSTOMER][NEGATIVE] Well, my company added their email and every time I put my email in it kicks me out.
[AGENT][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK, and you checking on claim status?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. And when did you submit the claim?
[CUSTOMER][NEUTRAL] Uh, over 1213 days ago.
[AGENT][NEUTRAL] OK. Yes, ma'am. I do show a claim on file that was submitted on the [PII] and then there's another claim on file that was submitted on the [PII]. The one that was just submitted on the [PII], that one is still pending.
[AGENT][NEUTRAL] And for the claim on the [PII], sorry?
[CUSTOMER][NEUTRAL] I'm sorry, what? On the [PII]?
[AGENT][NEUTRAL] Yeah, for the claim on the [PII], what I need to do is get you over to a um a claim adjuster and they can explain to you the status of that claim if you don't mind holding.
[CUSTOMER][POSITIVE] Yes, ma'am, that'd be fine.
[AGENT][POSITIVE] OK. Thank you, [PII]. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, ma'am, that'd be all.
[AGENT][POSITIVE] OK, well I thank you again for calling APL in one moment I'll get you transferred.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Mhm. No problem.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Um, hi, [PII]. This is [PII] in the Midland claims department. Um, I have a member on the, hello. Um, I have a member on the line. She's calling in regards to the status of her disability claim. Would you be able to further assist her?
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure. Um, may I have the policy number?
[AGENT][NEUTRAL] Um, yes. Her policy number is 02586652.
[CUSTOMER][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can oh is she already verified?
[AGENT][NEUTRAL] Um, yes, I already verified everything and I let her know that she has a claim on file. One is pending and um she wanna know the status of the one that denied, so that's why I'm transferring her so someone could further explain that to her.
[CUSTOMER][NEUTRAL] OK, um, you can send her through.
[AGENT][NEUTRAL] OK. Here she is and her callback number is the one that's in the system.
[CUSTOMER][POSITIVE] Alrighty, well, thank you, Evie.
[AGENT][NEUTRAL] OK, thank you, [PII]. Here she is. Bye.
[CUSTOMER][POSITIVE] You're welcome. OK, bye bye.