AccountId: 011433970860
ContactId: 74bb982d-1513-4ef2-bd5b-e0cf6e9327d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212190 ms
Total Talk Time (AGENT): 109869 ms
Total Talk Time (CUSTOMER): 60792 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/74bb982d-1513-4ef2-bd5b-e0cf6e9327d6_20250430T18:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] again.
[AGENT][NEUTRAL] Hi, Mr. [PII]. How are you today?
[CUSTOMER][NEUTRAL] I'm checking on my disk.
[CUSTOMER][NEUTRAL] Good, I'm just checking to see if this upload came in for the doctor's stuff.
[AGENT][NEUTRAL] OK, Mr. [PII], so you're wanting to see if we've received the information from your physician for your disability claim?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] You did receive it. Uh, they said they was, they said to call back in a day or two and I called back yesterday and they hadn't looked at it. I was just wondering today if they did.
[AGENT][POSITIVE] OK, yes, sir. I can certainly check that for you. And what, go ahead and give me a good callback number for you please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, what's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment please while I get your information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and as you are aware, I will have to verify several things with you first, for security and any information provided would be a verification of benefits and not a guarantee of payment. So first off you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you the phone number we have for you is the same as the one that you gave me so that is your best contact number is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you and lastly your email address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And then I don't remember, are you on the portal, Mr. [PII], where you can sign in?
[CUSTOMER][NEUTRAL] No I don't have access to a computer so that's why I have to call in.
[AGENT][POSITIVE] That's right. OK.
[AGENT][NEUTRAL] Sure, and I thought that was the case without me looking through a whole bunch of notes. I remember talking to you about this before, but I just wanted to clarify that that that was correct. OK, so give me just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So the last I heard like last Friday or something, they received the doctors and uh notes and they was just waiting to process it and upload it.
[AGENT][NEUTRAL] OK, all right, so let's see.
[AGENT][NEUTRAL] OK, so the latest note does state, and this was just from yesterday that we have received the medical records and that is still being reviewed. It has not been the medical records are still uh pending review.
[AGENT][NEUTRAL] As of now.
[CUSTOMER][POSITIVE] OK, thank you, thank you very much.
[AGENT][POSITIVE] Well, you're absolutely, you're certainly welcome. So can I help you with anything else today?
[CUSTOMER][NEUTRAL] No, no, thank you.
[AGENT][POSITIVE] OK, Mr. [PII]. Well, thank you for calling APL. It was nice speaking to you again and I hope you have a very nice afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.