AccountId: 011433970860
ContactId: 7da64f8d-50ce-494d-8c7f-0d0bc869ee2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238520 ms
Total Talk Time (AGENT): 97146 ms
Total Talk Time (CUSTOMER): 95454 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/7da64f8d-50ce-494d-8c7f-0d0bc869ee2b_20250407T14:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, uh, uh, this is my name is [PII]. I'm calling to find out something about my disability insurance claim.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh yes ma'am, my policy number is 0243.
[CUSTOMER][NEUTRAL] 2636.
[AGENT][POSITIVE] Thank you for that. And do you have a good callback number in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you, [PII] and then for security, I need to verify please your date of birth and address.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] My home address is [PII].
[AGENT][NEUTRAL] Thank you for that. And then lastly, [PII], can you tell me what the email should be that we have on file?
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let me pull up the recent claims and see.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I do see a recent submission on your disability policy. It looks like the claims are showing reported on the [PII]. Uh, they are still in progress. No decision has been made, so you'll just need to allow some more time on these.
[CUSTOMER][NEUTRAL] Wow, that's, that's a long time because on, on Friday, on Thursday they told me that it was done in process.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] They will go, they're gonna let me know uh when it mail out, you know.
[CUSTOMER][NEUTRAL] But I'm still waiting and um.
[CUSTOMER][NEGATIVE] I need my money.
[AGENT][NEUTRAL] I apologize for the wait. Uh, generally claims can take 7 to 10 business days to process.
[AGENT][NEUTRAL] So at this time, you know, we've only had the claim for 3 business days.
[AGENT][NEUTRAL] So, um, you'll just need to allow some more time on it for an examiner to process it.
[CUSTOMER][NEUTRAL] That's a long time. I took a long time because it was, it was in before and they told me that, uh, the doctor had to sign it.
[CUSTOMER][NEUTRAL] Now I put his signature, so I, I, I'll send back and let the doctor put his signature and then that was hold up again, you know, it's more time in again.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] I don't see why it should take that long because he put his signature. I thought it was gonna come through right away because I've been waiting over 10 or 15 days already.
[AGENT][NEUTRAL] Yeah, I mean, if it was additional information that you were adding, it may not take that long um to process since it was just additional information needed.
[AGENT][NEUTRAL] Um, what I can tell you is that we've received the claim and that it's in progress. Um, I unfortunately can't give you an exact date on it, just that it's in progress at this time.
[AGENT][NEUTRAL] Is there anything else that you would like me to check on for you?
[CUSTOMER][NEUTRAL] OK, OK then.
[CUSTOMER][POSITIVE] That'd be awesome though.
[AGENT][POSITIVE] All right. Thank you for calling APL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] Yeah, you too bye bye