AccountId: 011433970860
ContactId: 63cbba1c-1b4a-44c2-b3da-46be59768c46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186419 ms
Total Talk Time (AGENT): 33298 ms
Total Talk Time (CUSTOMER): 112020 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/63cbba1c-1b4a-44c2-b3da-46be59768c46_20250507T13:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] I see, this is [PII] on the care team. I've got an insured on the line that um wants to check on claim status. Uh, it says in review, so says Doctor [PII] review. So I just wanted to see if you could talk to him and explain what that means.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 259.
[CUSTOMER][NEUTRAL] 7994.
[AGENT][NEUTRAL] OK for [PII].
[CUSTOMER][NEUTRAL] Yes, and I verified him and then his callback number is [PII].
[AGENT][POSITIVE] OK, I'm ready when you are.
[CUSTOMER][POSITIVE] Great, and
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Your name is
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] what I'm gonna introduce to release the call. Thank you.
[CUSTOMER][NEUTRAL] Mr. [PII], I've got [PII] on the line. She's gonna with your claim status, OK.
[CUSTOMER][POSITIVE] All right, thanks.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hello [PII], this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I've been trying to get my disability for almost 2 months now.
[CUSTOMER][NEGATIVE] And it's just ongoing, getting put off, getting put off, getting put off. I was told to call back in a couple of days last week and you still have it in review. I mean, the whole 90 days is gonna be up before you guys ever make a decision. You're starving my family.
[CUSTOMER][NEGATIVE] I'm truly sick of this company and I want my money.
[CUSTOMER][NEUTRAL] I don't have a preexisting condition.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] What is the town that you're in because I wanna file something with your Better Business Bureau you're extorting money from.
[CUSTOMER][NEGATIVE] You took my money and haven't give me even an answer.
[CUSTOMER][NEGATIVE] Your company is shit.
[AGENT][NEGATIVE] OK, unfortunately, I.
[CUSTOMER][NEGATIVE] I owe I owed money and I want to know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I, I understand that and I apologize unfortunately it's in review uh with.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Apologies ain't no good when my family's hungry.
[CUSTOMER][NEGATIVE] My family is starving because you guys are dragging your feet.
[CUSTOMER][NEUTRAL] This happened 3:15 of two months ago.
[AGENT][NEUTRAL] OK, we just got the metal.
[CUSTOMER][NEUTRAL] Do you have any kind of an answer at all because all I get is the.
[CUSTOMER][NEUTRAL] You got it last week.
[CUSTOMER][NEUTRAL] And then every time you get a new paper, it's 7.
[AGENT][NEUTRAL] Right, and it, it
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] It takes time to review it.
[CUSTOMER][NEUTRAL] Right, and it's 7 to 10 days every time you drag your feet, right.
[AGENT][NEUTRAL] Ah
[CUSTOMER][NEGATIVE] Yeah, I'm sorry that you're frustrated. My family's eating baloney.
[AGENT][POSITIVE] And all I can do is apologize sir we.
[CUSTOMER][NEUTRAL] So do you have any kind of an answer besides it's gonna be 70?
[AGENT][NEUTRAL] No, I don't, it's gonna take time for the review.
[CUSTOMER][NEGATIVE] Yeah, your company's shit.