AccountId: 011433970860
ContactId: 8916320a-fe97-4374-a7d2-be0e0b32a8d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258480 ms
Total Talk Time (AGENT): 106202 ms
Total Talk Time (CUSTOMER): 92334 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/2025/04/14/8916320a-fe97-4374-a7d2-be0e0b32a8d2_20250414T21:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello sir, my name is [PII].
[CUSTOMER][NEUTRAL] I have a disability claim. I'm just making sure I had to send in a paper for my employer.
[CUSTOMER][NEUTRAL] I was just calling to make sure you got the paper.
[AGENT][POSITIVE] OK, I'm happy to check. OK. Do you have your policy number? I can check real quick?
[CUSTOMER][NEUTRAL] I faxed it.
[CUSTOMER][NEGATIVE] I don't with me right off hand. I got my all my information.
[AGENT][NEUTRAL] OK, I can look you up by name or social, whichever you prefer.
[CUSTOMER][NEUTRAL] Ay.
[AGENT][NEUTRAL] Spell the last name please, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And then if I may please verify your date of birth and address.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] Thank you. All right, let's see here.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And just to confirm, you did say that the recent upload was on the disability policy, is that correct?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They said that was the only thing standing between me and uh.
[CUSTOMER][NEUTRAL] Getting approved
[AGENT][NEUTRAL] And you faxed it
[CUSTOMER][NEUTRAL] Because I got two toes.
[AGENT][NEUTRAL] You can fax it to us.
[CUSTOMER][NEUTRAL] I faxed it this morning.
[AGENT][NEUTRAL] This morning, OK.
[CUSTOMER][NEUTRAL] And I have a few more questions after you see if it's there.
[AGENT][NEUTRAL] OK, um, I'm not showing anything uploaded in here yet as far as pending a document you sent it to the fax number [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, maybe just give it a little bit more time to show because they have to put it and upload it into the policy and everything so it just may not be showing yet at this time.
[AGENT][NEUTRAL] If it was done this morning.
[CUSTOMER][NEUTRAL] OK now.
[CUSTOMER][NEUTRAL] If uh
[CUSTOMER][NEUTRAL] Uh, whenever I get accepted or if I get accepted, which I know I will, uh, how do you guys pay that by week or by month or what?
[AGENT][NEUTRAL] Um, payments are generally made monthly on the [PII] of every month.
[CUSTOMER][NEUTRAL] OK, and it would pay if it pays on the [PII].
[CUSTOMER][NEUTRAL] So if it doesn't get uploaded by tomorrow I'm gonna have to wait a whole another month.
[AGENT][NEUTRAL] No, you wouldn't have to. They would go ahead and submit the payment but then any sort of ongoing payments, you would then expect on the [PII].
[CUSTOMER][NEUTRAL] OK, so it would be like on the [PII] would be a month, so I have to take 7 or 8 days off of that.
[CUSTOMER][NEUTRAL] So it would be a prorated amount for what I get a month for 3 weeks.
[AGENT][NEUTRAL] Right, exactly. If there's that elimination period, correct, that portion would not be paid in the first initial payment, yes.
[CUSTOMER][NEUTRAL] So then if it gets uploaded tomorrow it could possibly be on there as soon as tomorrow or the next day because I got the direct deposit form already in.
[AGENT][NEUTRAL] Yeah, so I mean, as soon as the claim is processed, um, you should see that deposit within a few days. It shouldn't take very long. Um, as far as processing, it may take a couple days for them to process the claim before the payment, you know, would be approved.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] So I should like call if I send it today call in like Wednesday?
[AGENT][POSITIVE] Yeah, you can definitely double check back with us on Wednesday we're always happy to check on it for you, not a problem.
[CUSTOMER][POSITIVE] OK well thank you very much I appreciate your help.
[AGENT][POSITIVE] My pleasure. You have a good night.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Bye bye.