AccountId: 011433970860
ContactId: 8131e480-f706-4441-a740-2a4e9a79fad4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189000 ms
Total Talk Time (AGENT): 75909 ms
Total Talk Time (CUSTOMER): 95308 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/8131e480-f706-4441-a740-2a4e9a79fad4_20250612T16:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I, um, I know that you all launched a new thing on your web, and it's been very difficult to get any information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, I have a short-term disability, um, and it, I filled out the text information twice. It never texted me about anything.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And it usually comes in on the [PII], so I was kind of wondering if they, if they received both my paperwork and the doctor's and if uh if they, if they've started work on it or whatever.
[AGENT][NEUTRAL] OK. Uh, what is your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK, hang on one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is um 0169.
[CUSTOMER][NEUTRAL] 7502
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, this is the one I'm calling you on [PII].
[AGENT][NEUTRAL] OK, and your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much. Uh, it looks like we have the information and it's in line for processing, so it should be processed.
[AGENT][NEUTRAL] Probably today since the [PII] is on a Sunday, so the claim should be processed today.
[AGENT][NEUTRAL] So any benefit information should go out Monday.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, so in other words, um, if they're, if they're paying me to be paying me, you said Monday or or today?
[AGENT][NEUTRAL] Monday because it usually, um, payment usually goes out the next business day and since if they are processing today, the next business day is not until Monday.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] OK. I'm, I'm just curious because, uh, like I said, I filled out the text information twice and never received any texts about anything. And I like the old system. It was so much easier to look up stuff. I don't, I don't know how to get on there to, to, to look up anything anymore.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yeah, uh,
[CUSTOMER][NEGATIVE] And matter of fact, every every time I go on the the site it asks me for a verification number that you guys have to send me.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So they're gonna, they're gonna iron this out soon?
[AGENT][POSITIVE] Hopefully, I'm hoping so. I believe so because they, we are noting each and every person's, uh, I guess you can say grievance or issues they may have and the IT are working on it. So I'm hoping so soon.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] All right. Appreciate it. You have a, you have a blessed day, you know, and hopefully, I won't have to call back.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You too.
[AGENT][POSITIVE] Well, if you do we'll be here. Thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Oh, I know, I know you guys are.
[CUSTOMER][POSITIVE] You guys are great, you guys are definitely great. I appreciate it.
[AGENT][POSITIVE] Oh, thank you.
[AGENT][POSITIVE] Yes, sir. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.