AccountId: 011433970860
ContactId: 774d4833-8049-489c-9589-52421c88e4f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189740 ms
Total Talk Time (AGENT): 78956 ms
Total Talk Time (CUSTOMER): 86441 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/774d4833-8049-489c-9589-52421c88e4f4_20250303T15:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII], and I, um, I currently have a claim with my short term disability for um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, my job, and I wanna make sure that there's nothing else that I need to give to you guys for this new portion of it. I guess you guys did a stop pay based on the original time that my doctor thought that I would be able to go back to work, but he extended my time, so I, I just wanna make sure there's nothing else you guys need I think and I uploaded the form, I guess you guys you said the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What did you tell me to do the um the physician's part of the form because it's still the same claim or whatever but um yeah I just wanna make sure you got it. I got a text message that said you did receive it, but I still wanted to make sure there was nothing else. I just don't want anything held up seeing its March, yeah, so.
[AGENT][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Absolutely. OK, so on that newer claim form, uh, that does have the correct, uh, updated, uh, dates that your physician stated you'd be out of work.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][POSITIVE] Yes ma'am, correct.
[AGENT][NEUTRAL] OK, alrighty, well we can check on that claim. Um, can, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and then do you have your policy number?
[CUSTOMER][POSITIVE] Yes, let me get that for you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 229-424-7.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, I'm just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yeah, either CC 1988 or [PII].
[AGENT][NEUTRAL] It was a CCMR. OK, thank you for verifying that information. So I do see we've received some claim information on [PII], and it is currently in line for processing, so it's not completed processing yet. I'm not sure if there's additional information required at this time. It can take about 7 to 10 business days for claim information to complete processing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It doesn't always take that long, but um you can check uh the status on our website, or of course you're more than welcome to just give us a call back and we can check on it for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good. I'll just keep an eye out thank you so.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Of course. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Oh, that'll be all thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you bye bye.