AccountId: 011433970860
ContactId: 7a243e2b-e6b3-4d1c-9b87-d16cfa702c0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356500 ms
Total Talk Time (AGENT): 173267 ms
Total Talk Time (CUSTOMER): 70042 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/7a243e2b-e6b3-4d1c-9b87-d16cfa702c0d_20250425T14:21_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] Yes, this is [PII]. I was calling to get a status on my um claim.
[AGENT][NEUTRAL] OK, well, I can definitely help you with your claim status. And [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] 9362380604
[CUSTOMER][NEUTRAL] I don't have the policy number. I don't know it, so can you do it by Social Security?
[AGENT][NEUTRAL] Oh, yes, ma'am, that's fine.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm just waiting for the policies to pop up here. You doing OK today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh, yeah.
[AGENT][POSITIVE] Yes, I am. I'm having a really good day today and it's Friday.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] It's got to take it this time here. OK, here we go. And um is this for your short-term disability or the cancer policy?
[CUSTOMER][NEUTRAL] That's short term.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] 31375 my address [PII].
[CUSTOMER][NEUTRAL] What else did you say?
[AGENT][NEUTRAL] Your email address.
[CUSTOMER][NEUTRAL] Oh, [PII], I mean.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So taking a look at the claim that came in, it looks like we received it on the [PII], and that's currently in processing, so there's not really an update. I just see that they're processing it now.
[CUSTOMER][NEUTRAL] OK. Yeah, cause I know I had called last week and they said some of the paper wasn't filled out, but I went back and filled them out and refaxed them. So that's what I was really checking on, was everything filled out.
[AGENT][NEUTRAL] Oh, I can take a, um, did you want me to, I can see if I can access the documents and just make sure everything's filled out.
[CUSTOMER][NEUTRAL] OK, that'll be fine.
[AGENT][NEUTRAL] OK, hold on one second, let me see.
[AGENT][NEUTRAL] And [PII], do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah. OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, let's see, let's see, let's see, let's see. 2158385.
[AGENT][NEUTRAL] And it, oh,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let's see disability claim.
[AGENT][NEUTRAL] Signed and dated.
[AGENT][NEUTRAL] That's the instructions page.
[AGENT][NEUTRAL] Oh, she sent the, whatever she did initially. OK. So is that what this is?
[AGENT][NEUTRAL] OK, yeah, what's this?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Is it the same day?
[AGENT][NEUTRAL] I think this is the same thing.
[AGENT][NEUTRAL] Yeah, that's the same thing.
[AGENT][NEUTRAL] Let me see if this is too.
[AGENT][POSITIVE] Oh [PII], you're so good to me.
[AGENT][NEGATIVE] Oh, wait, now, this one is 4 pages.
[AGENT][NEUTRAL] Oh, it's the same thing. Oh wait, no, this is attending physician.
[AGENT][NEGATIVE] [PII], I hope they don't say this isn't ineligible.
[AGENT][NEUTRAL] I'll mention it to her.
[AGENT][NEUTRAL] Just in case.
[AGENT][NEUTRAL] But it is signed and dated, OK.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. So I did look at the documents, um, so yours is, yours is fine. um I see where you, um,
[AGENT][NEUTRAL] You, it looks like it's the old and the new, so you can see where you corrected everything. Now, I do see the physician's statement also. Now, they may be able to go ahead and process this. It's hard to read. So I don't know if it'll it'll come back saying it's ineligible, but I just want to, you know, give you a heads up for that part, but I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] If they can read it, they're gonna go ahead and process it and you can see that the doctor signed and dated it, so I'm, I'm praying that it's OK, but I just want to let you know because it's a little dark.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright. Well, thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.