AccountId: 011433970860
ContactId: 7539c0f1-e7d3-4c85-9da1-3254ee71d0be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166940 ms
Total Talk Time (AGENT): 84936 ms
Total Talk Time (CUSTOMER): 44312 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/7539c0f1-e7d3-4c85-9da1-3254ee71d0be_20250430T13:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. I have a question. I submitted a disability claim, but it doesn't start until [PII], and I see that it was, um, it was closed, like be completed, it was closed or whatever. Do I have to resubmit it on the [PII] or y'all would know to open it up and look at it after the [PII]?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know what I mean?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Let me, let me pull up your policy and see what it says. Um, usually if it's processed early, it'll just stay because we can't release the funds until the [PII], so it'll just stay, you know, in that whole status kind of until the [PII] of that month. But let me just double check to make sure for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And may I have your policy number?
[CUSTOMER][NEUTRAL] I don't know my policy number because I'm driving.
[AGENT][NEUTRAL] Oh, it's OK. Um, I can look the policy up with your social if you don't mind.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And this is for short term.
[AGENT][NEUTRAL] A
[AGENT][NEUTRAL] Alright, so I'm just waiting for the policies to populate here. Hold on one moment.
[AGENT][NEUTRAL] Alright, so I just found your policy. It's coming up now.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII] [PII] [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. So for this one, it is saying that the disability period that you're filing for is in the future. So once you are actually no longer at work, um, like even if you wanted to do, you said May like [PII] or 2nd, um, we'll need the completed form again from the doctor, employer, and you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So just resubmit the same thing over again.
[AGENT][NEUTRAL] Right, mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Alrighty. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] OK, I can do that
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] OK thanks bye.
[AGENT][POSITIVE] You're welcome. Bye bye.