AccountId: 011433970860
ContactId: 74ca3ece-01d8-46df-9e80-04e72a427f2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208100 ms
Total Talk Time (AGENT): 65603 ms
Total Talk Time (CUSTOMER): 60527 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/74ca3ece-01d8-46df-9e80-04e72a427f2d_20250609T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yeah, I was just check, uh check on the status of my, uh, disability claim.
[AGENT][NEUTRAL] OK, I can help you with claim status. Could I get your policy number, please?
[CUSTOMER][NEUTRAL] Yes, uh 02589560.
[AGENT][NEUTRAL] And can I get your first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then can you verify your address and your email address for me?
[CUSTOMER][NEUTRAL] Yes, address [PII], and then my email is [PII].
[AGENT][POSITIVE] OK, thank you and then lastly just a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had submitted my paperwork out. I was waiting for my doctor to submit their portion, um, and I believe they did, but I just wanted to call and confirm that they did, and that there's nothing else that I need to submit if it's just kind of waiting for approval.
[AGENT][NEUTRAL] OK, let's see what we got.
[AGENT][NEUTRAL] OK, yeah, it looks like we were waiting on the employer and the physician portion. Let me see. I got two things pending. Let me see what those are.
[AGENT][NEUTRAL] OK, looks like we've got the, let's see.
[AGENT][NEUTRAL] That was your claim. Let's see if there is a.
[AGENT][NEUTRAL] OK, we've got the physician's statement.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and we have, it looks like, yes, we've got everything we need now and got that on the [PII], um, usually takes up to 7 working days to process, so it's in processing right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect I just wanna make sure everything that was received and that I didn't need to do.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Anything else.
[AGENT][NEUTRAL] OK. Anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] No, so you said 7 working days, so, um, it was received on the [PII].
[AGENT][POSITIVE] Yes, that's correct, um, so I'd give it about.
[CUSTOMER][NEUTRAL] So I was like.
[CUSTOMER][NEUTRAL] Probably until next week or something.
[AGENT][NEUTRAL] Yeah, um, you should have a determination by I wouldn't think any later than the [PII], um, so but you could call back Friday too if you like.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK perfect I appreciate it thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye.