AccountId: 011433970860
ContactId: 78ad228e-2862-4dc3-8229-9fa253727ab7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 658440 ms
Total Talk Time (AGENT): 241119 ms
Total Talk Time (CUSTOMER): 209884 ms
Interruptions: 9
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/78ad228e-2862-4dc3-8229-9fa253727ab7_20250326T14:48_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII]
[AGENT][NEUTRAL] And how may I assist you today?
[CUSTOMER][NEUTRAL] Yeah, I wanna make sure you got a fax info that I sent in the, uh, other night.
[AGENT][NEUTRAL] Is it for a claim?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] No, I don't. My social security number is [PII].
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] So that.
[AGENT][NEUTRAL] May I have um your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] let's see, and what else you wanted?
[AGENT][NEUTRAL] The email address?
[CUSTOMER][NEUTRAL] Email is
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK. And the fact you submitted was for um disability or was it for?
[CUSTOMER][NEUTRAL] Short-term disability. Yes, ma'am.
[AGENT][NEUTRAL] Or accident.
[AGENT][NEUTRAL] Disability. OK, let me pull that one.
[CUSTOMER][NEUTRAL] It was a half-page claim form.
[AGENT][NEUTRAL] Bear with me just a minute. I'm just pulling the documents on the policy, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um, you send a portion of it.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, it was 1 page. It was the half-page claim form.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so because for what I see here, it looks like we received um a fax on the [PII].
[AGENT][NEUTRAL] And it was processed [PII]. I'm not sure if that's the one you're saying, or do you have another one that you have sent?
[CUSTOMER][NEUTRAL] No, no, ma'am. It was sent, I sent it to you, um, let's see, today is Wednesday. I sent it Monday evening.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Of last week or the week before?
[CUSTOMER][NEUTRAL] Or this week
[AGENT][NEUTRAL] This week. Oh, OK. Hm.
[CUSTOMER][NEUTRAL] Name
[AGENT][NEUTRAL] I don't see anything recently.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me check the rest of the policies just to make sure it didn't apply to another one.
[AGENT][NEUTRAL] I don't see it here. One moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEGATIVE] Nothing on this one.
[CUSTOMER][NEUTRAL] becomes a pretend.
[AGENT][NEUTRAL] on this one.
[CUSTOMER][NEUTRAL] a
[AGENT][NEUTRAL] Nothing there. Now, I checked all 4 policies you have with us, and I did not find anything recently.
[CUSTOMER][NEUTRAL] Can I speak to uh the um representative that.
[CUSTOMER][NEUTRAL] What is assigned to my case?
[AGENT][NEUTRAL] Yes, I can get a representative on the claims department to assist you. um, OK, one moment.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], how are you? This is [PII].
[CUSTOMER][POSITIVE] I'm good how are you so?
[AGENT][NEUTRAL] I'm good, thank you. Um, I have a member on the line with a disability and he's asking to speak to somebody else.
[AGENT][NEUTRAL] Um, the policy is 2361828.
[CUSTOMER][NEUTRAL] OK, can I get the policy number?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] He's calling me because.
[CUSTOMER][NEUTRAL] OK, I think I spoke to him.
[AGENT][NEGATIVE] Yeah, mhm. And he's calling because he said he sent another fax with information which I don't see nowhere. So I told him that it's not here. I, the last time, the last thing we have is what he sent on the [PII] and we process and we asked for additional information because it was incomplete. So I did go over that information with him, but he didn't like that I said that I, I don't see anything else after that one, so.
[AGENT][NEUTRAL] If you want them.
[AGENT][NEUTRAL] Let him know. I don't see anything.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And I check all the policies to make sure, you know, they didn't image it to the wrong one, and there's nothing on the rest of the policies.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] I did speak with him, but.
[CUSTOMER][NEUTRAL] Like we're waiting on his portion and we're waiting on the doctor. If we haven't gotten either one, there's not anything we can do.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, yeah, and that's, that I told him, well, I don't see anything else. I, I don't see that we have received anything recent. He's like I send the Monday. It's, it is not here. I don't see anything. But he just, can you get me to the person that is in charge of my, OK. All right.
[CUSTOMER][NEUTRAL] Oh my word.
[CUSTOMER][NEUTRAL] Uh, like, I don't, I mean, I don't even know what to tell him at this point.
[AGENT][NEUTRAL] Yeah, there's nothing for you to, yeah, just tell say the same thing, you know, like I it doesn't look like we have received it if you can like fax it again, I guess.
[CUSTOMER][NEUTRAL] I know it's like I'm so sorry. I don't, I don't know if something's being entered incorrectly when you send it or what, but.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Or maybe it's just not getting here, you know how the fax works. It's like, uh, it could just bump and not get here. It is, and then they're like, we have, I have a confirmation. I'm like.
[CUSTOMER][NEUTRAL] Yeah, uh, yeah, it's so, it can be crazy sometimes.
[CUSTOMER][NEUTRAL] I mean I know that that's easier but.
[CUSTOMER][NEUTRAL] I know, I know it's like I'm, I'm not saying you don't, but.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Let's see, the [PII] was Monday.
[AGENT][NEUTRAL] Uh, mhm. Yeah, and that's why he said he said it, but I don't see anything at all.
[AGENT][NEUTRAL] It all.
[CUSTOMER][NEUTRAL] There's
[AGENT][NEUTRAL] And there's nothing on the rest of the policies either, so I check all of it.
[CUSTOMER][NEUTRAL] 123.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I mean there's a few from the 24 still out there and index research but that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, that doesn't mean anything.
[AGENT][NEUTRAL] No. Mm mm. It could be um incorrect or it could be uh non-found. It could be anything. Mhm.
[CUSTOMER][NEUTRAL] Yeah, I could, right, or it could be mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, well, I mean, I, I don't reckon I have a choice because I don't know.
[AGENT][NEUTRAL] Alright, you ready for him?
[CUSTOMER][NEUTRAL] It's just one of those things, you know, but OK, I'll talk to him hopefully.
[AGENT][POSITIVE] Yeah, I know. All right. Hopefully he will understand that we really don't have it. OK. All right, here he comes and I fully verify him and you're welcome. The callback number is the same one that he had before, so, yeah. All right. Here he comes. Have a good day. You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I think so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] Thank you for holding and being patient for you Mr. [PII]. I got Miss [PII] on the line. She's in the claims department.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hey Mr. [PII], how are you?
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] I'm trying to deal with this madness that keeps coming up on us.
[CUSTOMER][NEGATIVE] I know, I know it's this technology it's crazy how it's supposed to work for us and it just don't sometimes isn't it? No, ma'am. I sent it I sent the paperwork you requested Monday night and it still hasn't shown up in my file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] I wonder if there's anything out here.
[CUSTOMER][NEUTRAL] Oh man, OK, let's see.
[CUSTOMER][NEUTRAL] What do you know what time it was Monday night? roughly? Um, about [PII] Central time [PII] Central, OK.
[CUSTOMER][NEUTRAL] I'