AccountId: 011433970860
ContactId: 77c1ddb0-f07f-491f-94cd-eefdb4ce4ad7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 578119 ms
Total Talk Time (AGENT): 194986 ms
Total Talk Time (CUSTOMER): 181748 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/77c1ddb0-f07f-491f-94cd-eefdb4ce4ad7_20250410T18:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi So, this is [PII] in claims. How are you?
[AGENT][POSITIVE] I'm good. How are you, Miss [PII]?
[CUSTOMER][POSITIVE] I am wonderful, so thanks for asking. I have a young lady on the line. She's calling regarding her disability policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and what's that policy number?
[CUSTOMER][NEUTRAL] 02596501.
[CUSTOMER][NEUTRAL] She's fully verified.
[AGENT][NEUTRAL] OK, it's for [PII].
[CUSTOMER][NEUTRAL] You need her callback number?
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And she's trying to submit some more information, but she wants to know if the previous information we requested has been received. I have no idea about disability.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I know we received the claim on the [PII].
[CUSTOMER][NEGATIVE] But she don't think that's what we are asking for.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I'm not sure.
[AGENT][NEUTRAL] Oh boy, and we don't supposed to be doing research. OK, uh, give me just one minute, OK? Give me one minute. I'm just gonna try to pull that before I get her on the line. Uh, let me see if I can look at what she sent.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Not you, you do.
[CUSTOMER][NEUTRAL] So did that information come from her or?
[CUSTOMER][NEUTRAL] The employer.
[AGENT][NEUTRAL] I'm not sure. I'm trying to pull it up right now and see.
[AGENT][NEUTRAL] 40,825,340.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Ah, just so far.
[AGENT][NEUTRAL] Just a minute.
[AGENT][NEUTRAL] Come on.
[AGENT][POSITIVE] Oh this is great. OK, uh, one moment.
[AGENT][NEUTRAL] Yeah, usually when they need to review what's in there or if it's because right now, you know, since everything changed with us, it's like we cannot really research, um, so we just let them know that it's in line to be processed that once it's processed with I let her know but since she's asking specifically if it's something she's admitted.
[AGENT][NEUTRAL] It is a claim, um regular submission.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Let me see if I can find a card.
[AGENT][NEGATIVE] Come on first page. I'm sorry, it's taking forever.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, yeah, it was from work. OK, you can put her through.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Have a good day.
[AGENT][NEUTRAL] Good afternoon, Ms. [PII]. This is So her team. He was transferred over to us to assist you.
[CUSTOMER][NEUTRAL] Yes ma'am, I was just checking to see if my paper if my documentation had been received.
[AGENT][NEUTRAL] Um, we did receive a fax from MAU Workforce Solution.
[AGENT][NEUTRAL] It was received on [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] No, it should have been something more recent.
[AGENT][NEGATIVE] More recent, and we have not received anything after this one. This is the only one we have received as of today.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, is there any way that I could speak with [PII]?
[AGENT][NEUTRAL] [PII], in, in what department is she in the care team or is she on?
[CUSTOMER][NEUTRAL] She's in the
[CUSTOMER][POSITIVE] She has been helping me with this.
[AGENT][NEUTRAL] OK, let me see if I got something in notes that might tell me which [PII].
[AGENT][NEUTRAL] Oh, OK, I see.
[AGENT][NEUTRAL] OK, let me see if she's available. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'll send her a message to see if she can take the call.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][POSITIVE] I think she's getting ready to get it.
[AGENT][NEUTRAL] OK, let me try to get her on the line, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, sir.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] This is so, yeah, I know. I, when she said, oh, can I get [PII], I look at the note, I'm like, oh this must be the lady you were talking about this morning.
[CUSTOMER][NEUTRAL] Hey so.
[CUSTOMER][POSITIVE] It was, it is. I thought we were good. I thought we were good to go and like, oh gosh, what now.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] Girl, once you go the extra mile, they're gonna be there all the time. And, and I know it's beautiful to go the extra mile, but sometimes it's like
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, so she's calling again.
[AGENT][NEUTRAL] And she wants to know if we got some more documents. You're welcome. Um, which I told her we have not. The only thing I see here is the one that was sent to us by MAU on the [PII], and, but she asked for you still. So let me go ahead and put her through, and I fully verify her the information is all in there and the phone number is the same one in the system, OK?
[CUSTOMER][POSITIVE] All right, girl, I appreciate you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Thank you so.
[AGENT][POSITIVE] You're welcome. Here she comes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for holding and being patient for me Miss [PII]. I got Miss [PII] on the line.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good afternoon.
[CUSTOMER][NEUTRAL] Ms. [PII], this is [PII]. How can I help?
[CUSTOMER][POSITIVE] Hello [PII], I'm so sorry to be such a bother to you. It's OK. What's going on?
[CUSTOMER][NEUTRAL] I, did you get the email?
[CUSTOMER][NEUTRAL] I tried to send those.
[CUSTOMER][NEGATIVE] It's not letting me do it the like the for the portal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So is the portal still just spinning? is that what it's doing, or yes, yes ma'am.
[CUSTOMER][NEUTRAL] OK, and you're doing it I think we talked about this yesterday, but you're doing it on a desktop, right? You're not doing it like on your phone?
[CUSTOMER][NEUTRAL] I'm doing it on my tablet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I did get your email, but I can't accept the like I can't forward it to claims in an email because they can't unfortunately accept it that way. So do you have access to just a regular desktop instead of a tablet?
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] So the only other way because I think it might be the fact because tablets tend to run like an app or like a cell phone and we generally tell people to not use like uh a phone um sometimes you'll have success but then other times it'll just spend spend spend spend spend like you're getting.
[CUSTOMER][NEUTRAL] Um, so the only other way we can get it is via fax, but I don't know, not everybody has access to a fax machine.
[CUSTOMER][NEUTRAL] Yeah