AccountId: 011433970860
ContactId: 7e9c27d2-4ae8-4393-a95c-0ded7db5a61e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 469950 ms
Total Talk Time (AGENT): 92453 ms
Total Talk Time (CUSTOMER): 112655 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/7e9c27d2-4ae8-4393-a95c-0ded7db5a61e_20250115T15:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm just calling, um, my claim is our claim is usually processed on the [PII] every month, but I don't see that it's in processing yet. I'm just a little bit nervous about getting paid.
[AGENT][NEUTRAL] Yes ma'am, I can check your claim for you. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you. And what is your name, please?
[CUSTOMER][NEUTRAL] This is my name is [PII]. This is from my husband's claim, [PII], and I am on the policy to um call.
[AGENT][NEUTRAL] OK, thank you. And then what is the policy number?
[CUSTOMER][NEUTRAL] Um, I, I don't have that with me, um.
[CUSTOMER][NEUTRAL] I can, if you can hold on, I can try to find it.
[AGENT][NEUTRAL] Or you can give me his social security number and that'll pull it in for us.
[CUSTOMER][NEUTRAL] OK. Oh great, sure. [PII].
[AGENT][NEUTRAL] OK, thank you, let me pull that in.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. And which policy is it for?
[CUSTOMER][NEUTRAL] It's for the short term disability.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] OK. And can you give me his date of birth, please?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] And then also I'll need the address, phone number and email address that we have on the policy.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you very much for verifying that information for me so I'm looking at the claim.
[AGENT][NEUTRAL] Received on [PII].
[CUSTOMER][NEUTRAL] Oh it's, it's an open claim since, OK, it's, it's an open claim we've had this since March, um, so I have to send in the forms every month, but it's always processed on the [PII], so can you let me know if it's gonna be processed today?
[AGENT][POSITIVE] And it's still in progress.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, it's in progress right now. Um, it doesn't give me a process date, it's just saying that it's, it's being processed.
[CUSTOMER][NEUTRAL] OK, so you can tell, can I talk to our claims adjuster to confirm that it'll be done today?
[AGENT][POSITIVE] Uh, I can, uh, get your number and have somebody call you back.
[CUSTOMER][POSITIVE] OK, that would be great. Um, it's
[AGENT][NEUTRAL] I, I make sure I send something to them so they can make sure you they call you back.
[CUSTOMER][NEUTRAL] OK, um, it's the number you have on file.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. And I will
[CUSTOMER][NEUTRAL] The [PII]
[AGENT][NEUTRAL] OK, thank you and I'm gonna put you on a brief hold while I send in that request so that we can do it while we're on the phone together. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Thank you are on hold.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Miss. [PII], this is [PII] back with you again. I do have that uh.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Department called that.
[AGENT][NEUTRAL] Before
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK, alright, is there anything else I can.
[CUSTOMER][POSITIVE] I'm sorry, you're breaking in. Uh, thank you for your help.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. Have a great day.
[AGENT][POSITIVE] You're welcome. Have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] You too bye bye.