AccountId: 011433970860
ContactId: 77e97fee-ca2b-4758-8935-146ab8ba7cd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382179 ms
Total Talk Time (AGENT): 139554 ms
Total Talk Time (CUSTOMER): 111697 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/77e97fee-ca2b-4758-8935-146ab8ba7cd2_20250320T15:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. My name is [PII]. Um, I applied for you guys' short term disability. Um, I would just like to know if my short term got accepted and then if, when and if I'm getting paid and then change my address because you guys have my address, not right.
[AGENT][NEUTRAL] OK, alright, well I can help you with your claim. I can help you um find out when you're gonna get paid and I can also change your address for you. So, um Miss [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Yes, my policy number is sorry.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 258-44448
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[AGENT][NEUTRAL] OK, [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and I'm also going to need your address, phone number and email address that we have currently on your policy.
[CUSTOMER][NEUTRAL] Um, yes, my email is [PII]. My phone number is [PII]. That old address that you guys have is [PII], but it should be [PII].
[AGENT][NEUTRAL] OK, and is it gonna still be the same uh city and state and zip code?
[CUSTOMER][NEUTRAL] Yes, ma'am, but it's [PII]
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, let me get her so I can um change this address for you real quick.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Mmm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, let me make sure it's stuck this time.
[AGENT][NEUTRAL] It did. I've got it changed for you. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Is that correct? Perfect. Alright, now let me go and see about your claim.
[AGENT][NEUTRAL] When did you send in your claim for um.
[AGENT][NEUTRAL] Disability.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Did, how did you send it? Did you, did you fax in or through the online service center?
[CUSTOMER][NEGATIVE] Um, it should have been faxed, um, uh, presented with crown. Um, it said effective date [PII], so I figured they were like already sent through.
[AGENT][NEUTRAL] OK, I'm not showing that we have received anything as of yet.
[CUSTOMER][NEUTRAL] OK, um, I have all the documents, um, would it just be easier if I just like upload everything online?
[AGENT][NEUTRAL] You can do that. You can sign up for the online service center and do that, um.
[AGENT][NEUTRAL] You already signed up there at the online service center?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yes, I would go ahead and resubmit because at this moment there there isn't anything that was sent in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you for telling me, so at least like I can send it in again.
[AGENT][NEUTRAL] All right. Is there anything?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right. At least you know something, right?
[CUSTOMER][POSITIVE] But no, ma'am. That was great. Um, my address was the [PII] and then just the policy. So I'll definitely send that in, uh, again today, and then should I call back um in a couple of days to see or would it take you like next week?
[AGENT][NEUTRAL] Well you can call to see if we have well if you do it through the online service center it's gonna give you a confirmation, let you know that we've got it.
[AGENT][NEUTRAL] And then it's gonna take 7 to 15 business days for them to process the claim, but doing it through the online service center, it gives you updates as to where they are with the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Bless you.
[AGENT][POSITIVE] But it's up to you if you wanna call in, that's fine too, we'll help you.
[CUSTOMER][POSITIVE] OK, thank you so so much. I'll definitely get those in again.
[AGENT][POSITIVE] OK Ms. [PII], I hope you have a great day. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, ma'am. That's all. Thank you.
[AGENT][POSITIVE] Uh, you're welcome. You have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.