AccountId: 011433970860
ContactId: 7b848e10-a908-4902-bfd4-714a4daa307e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396630 ms
Total Talk Time (AGENT): 146357 ms
Total Talk Time (CUSTOMER): 135784 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/7b848e10-a908-4902-bfd4-714a4daa307e_20250226T15:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am, um, I, uh, filed a claim. I started it online, but then my employer, uh, said she faxed her part and it's a short term disability claim, and I was just calling to see if y'all had got all the information that you needed or if there was anything else I needed to send them.
[AGENT][NEUTRAL] OK, I can verify that for you, ma'am. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Um, I think I do somewhere on this piece of paper.
[AGENT][NEUTRAL] And you say your last name was [PII]?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] [PII] Yes, ma'am.
[AGENT][NEUTRAL] OK, give me a moment.
[CUSTOMER][NEUTRAL] where is that?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and I found, I think I probably found it. Uh, verify your date of birth, mailing address and email address for me, Ms. [PII].
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] OK. And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. [PII]. Nope, nope, no. Sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Well, thank you, Ms. [PII]. Give me one moment. Let me check and see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's taking a while. And how are you doing today, Ms. [PII]?
[CUSTOMER][POSITIVE] Well, I'm doing fairly well. I think I'm doing pretty good.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Oh good.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And you say you want to know if your employer or want to know if we have everything we need to process, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] One moment, my computer's a little slow.
[CUSTOMER][NEUTRAL] You just.
[CUSTOMER][NEUTRAL] That's all.
[AGENT][NEUTRAL] OK, do you show we received your employer's portion. Looks like you received it on the [PII].
[AGENT][NEUTRAL] And give me a moment. I'm still trying to pull up um looks like another claim was, it looks like you probably submitted through the online service center on the [PII] and I was.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did, yeah, and I tried to get my employer to just send it through on the same thing that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] The HR person is like, no, we don't do it that way, whatever. They just do your thing.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] And it looks like we received your portion and
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEGATIVE] Wow, this system is going slow this morning.
[CUSTOMER][POSITIVE] Yes, computers are wonderful, aren't they?
[AGENT][NEUTRAL] They really are, but it's just sometimes it's gonna be a bug or it's just slow.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] It's not as fast as you want it to be.
[AGENT][NEUTRAL] Or I think they should be anyway.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And it looks like we have your physician's portion. So, it looks like we have what we need. Uh, we have yours, your physician, and your employer. So, it looks like what, uh, we have what we need to process. Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And usually from the, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] I was gonna ask you, I, I did the part where you can do the direct deposit online too. Did that, um, did that take to, or do I need to redo that?
[AGENT][NEUTRAL] Uh, let me double check, but I think we received it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yes, ma'am. We received your direct deposit information.
[CUSTOMER][POSITIVE] Good, good. All right.
[AGENT][NEUTRAL] OK. Well, I give it 7 to 10 business days, usually that's how long it takes to process, um, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Uh, is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Uh, no, ma'am, do I have to send in follow ups or anything or it's just that anticipated to return date? OK.
[AGENT][NEUTRAL] Uh, that's fine.
[CUSTOMER][NEUTRAL] Or will I have to have
[AGENT][NEUTRAL] Usually, if it's a continuing disability, the examiner or the examiner will have the claim or send out the information needed. Sometimes there's a continuing disability and we will need your portion of the form, but only, that'll be something uh the examiner will send if it's needed.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great rest of your day.
[CUSTOMER][POSITIVE] Uh thank you, bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye.
[CUSTOMER][NEUTRAL] Yes.