AccountId: 011433970860
ContactId: 7c21f22c-2592-468d-b1b8-90e811e781ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 518739 ms
Total Talk Time (AGENT): 123776 ms
Total Talk Time (CUSTOMER): 263821 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/7c21f22c-2592-468d-b1b8-90e811e781ba_20250331T14:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to speak to my claims representative please.
[AGENT][NEUTRAL] OK, you just wanna speak to whoever has uh processed your claim?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, do you know who that is, [PII]?
[CUSTOMER][NEUTRAL] I want to say [PII].
[AGENT][NEUTRAL] [PII], OK, we'll take a look and see if she's available. Um, what was your name? I'm sorry?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] No, ma'am, my social security number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[AGENT][NEUTRAL] OK, and then just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. Uh, looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Alright, thank you for verifying all that information, [PII]. um, now which policy was this for? Was this for a disability, critical illness?
[CUSTOMER][NEUTRAL] Short term disability.
[AGENT][NEUTRAL] Disability, got it. OK, thank you one moment.
[AGENT][NEUTRAL] OK, I do believe I found it. So if you'll give me one moment, [PII], I'm gonna put you on a brief hold uh and see if she's available.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] If not I can get you to someone else who does um process the disability claims as well.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][POSITIVE] [PII], perfect. That's who I was hoping to get. This is [PII] on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Doing good thank you um I've got a member on the line who called asking to speak with you as he I think he thinks that you're the one who processed this claim. I don't know um he just immediately asked to speak with you uh regarding his disability claim.
[CUSTOMER][NEUTRAL] OK, what's the policy?
[AGENT][NEUTRAL] It is 02361828.
[CUSTOMER][NEUTRAL] 1828. OK, give me just a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh [PII], OK. Oh, I know he sent in some stuff, I think, and he's probably wanting to know when it's gonna process.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That's probably the main thing because he was having issues getting it to us and then we got it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And now he's.
[CUSTOMER][NEGATIVE] It's still not showing though on his account.
[AGENT][NEUTRAL] Chomping at the bit.
[CUSTOMER][NEUTRAL] Yeah he is and I get that hang on let me see if I can find my note because we got that the other day and it should have.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It should have already.
[CUSTOMER][NEUTRAL] Been indexed to his.
[CUSTOMER][NEUTRAL] his thing.
[CUSTOMER][NEUTRAL] His account.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Where is that?
[CUSTOMER][NEUTRAL] Like I wrote down the document ID number and everything because I was like mm mm.
[AGENT][POSITIVE] keeping up with this one, yeah, right.
[CUSTOMER][NEGATIVE] We ain't about to play these games with this number, yeah.
[CUSTOMER][NEUTRAL] Let's see what you're called OK uh.
[CUSTOMER][NEGATIVE] Resent the form, yeah, so we received the fax on [PII] nope.
[CUSTOMER][NEUTRAL] Yeah, I'll put 1026. It should have been 3:26 that I don't know why I put 10 anyways, 3:26 at [PII] with a document number like I got the document handle number and everything and it was 2 pages.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's 12.
[CUSTOMER][NEGATIVE] This is the 3rd business day and it's still not on his account.
[AGENT][NEGATIVE] Weird.
[CUSTOMER][NEUTRAL] Why.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Let me go out here and see if for some reason it's just that doesn't make any sense.
[CUSTOMER][NEUTRAL] This man
[CUSTOMER][NEUTRAL] I mean I can't say I blame him but like.
[AGENT][POSITIVE] Yeah, he does, he, he was polite, but he definitely seemed about the business.
[CUSTOMER][NEGATIVE] He's gonna be upset.
[CUSTOMER][NEUTRAL] Yeah, oh yeah, and he can, he can come across a little aggressive, but he's not.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] He's not. Where is this?
[CUSTOMER][NEUTRAL] Disability, let me check the queue because.
[CUSTOMER][NEUTRAL] It's not there.
[CUSTOMER][NEUTRAL] Is it in it's not even on his policy.
[AGENT][NEUTRAL] Where in the world.
[CUSTOMER][NEUTRAL] I don't know, but like.
[CUSTOMER][NEUTRAL] This man
[CUSTOMER][NEUTRAL] He had
[CUSTOMER][NEUTRAL] I, I put everything I don't know if you saw that note, but.
[CUSTOMER][NEUTRAL] I put everything.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] When was that?
[CUSTOMER][NEGATIVE] Yeah we're not showing anything.
[CUSTOMER][NEUTRAL] Since
[CUSTOMER][NEUTRAL] The [PII] and we got that on the [PII].
[AGENT][NEGATIVE] Weird.
[CUSTOMER][NEUTRAL] So very weird um I'll talk to him. I'm gonna have to let him know that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I don't even wanna tell him it's in line for processing because it's not there and I don't know why.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let's say 3:26.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] That doesn't make any care of what is going on.
[AGENT][NEUTRAL] Girl, you're asking the wrong person.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I don't even know what to tell this man because how, how?
[AGENT][NEUTRAL] Oh man.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Document tracking.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I was trying to see if there was I know there's a way to look up like buy document handle number but I don't have that button like I don't have that ability.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But I think I know somebody that does.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can talk to him. I don't wanna lie to him, but I may just have to be like it's in line for processing, you know.
[AGENT][NEGATIVE] Yeah, gosh, I'm sorry. I hate to throw that on you.
[CUSTOMER][NEUTRAL] But at the same time it's no no it's OK because I have been talking to me and um I think [PII] has talked to him a couple of times as well.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't know what I'm gonna do though I'm gonna have to reach out to someone about how to locate this because that doesn't make any sense.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That's fine. I'll talk to him. I'll um I'll let him know that you know we're just waiting on it to be processed because I know we have it. I know we do so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, right, yeah.
[CUSTOMER][NEUTRAL] Yeah, OK, I'll talk to him.
[AGENT][POSITIVE] All right, well, good luck.
[AGENT][POSITIVE] Hope it goes well.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, bye, [PII].
[CUSTOMER][NEUTRAL] Bye.