AccountId: 011433970860
ContactId: 90779a19-99a0-4b69-970f-dd5a2d3b880c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 538890 ms
Total Talk Time (AGENT): 126341 ms
Total Talk Time (CUSTOMER): 97672 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/90779a19-99a0-4b69-970f-dd5a2d3b880c_20250219T22:24_UTC.wav
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[CUSTOMER][NEUTRAL] On air for you
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I was calling about a, a short term disability um claim.
[AGENT][NEUTRAL] OK, I can help you with claim status.
[AGENT][NEUTRAL] Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] It's [PII]. I don't have the policy number. I have his social.
[AGENT][NEUTRAL] OK, and what is the social security number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] I don't you send up like that.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, there was no.
[AGENT][NEUTRAL] OK, is [PII] there for me to be able to speak to him?
[CUSTOMER][NEUTRAL] Yeah, I'm there.
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL. Hello, I need your consent to be able to, to speak with um the lady that's on the phone. What's her name?
[CUSTOMER][NEUTRAL] Yeah, hello.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] And you got the submission.
[CUSTOMER][NEUTRAL] And in [PII].
[AGENT][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] is her name.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you, sir. And then can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then I'll also need for you to verify your address, phone number and email address that we have on the policy for you, sir.
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I appreciate you verifying your policy for me, [PII].
[AGENT][NEUTRAL] OK, you guys are calling about the claim that was uh reported on.
[AGENT][NEUTRAL] [PII]. Is that correct? The latest one?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look at it.
[AGENT][NEUTRAL] OK, it looks like that the payment went out.
[AGENT][NEUTRAL] Uh, let me see on what day?
[CUSTOMER][NEUTRAL] My thing is, the payment, they don't have a payment for December.
[CUSTOMER][NEUTRAL] Anyone, anyone.
[AGENT][NEUTRAL] OK, the original claim started in January.
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] [PII] was the day that the claim was submitted.
[CUSTOMER][NEGATIVE] It should have OK.
[CUSTOMER][NEUTRAL] Right, but I'm saying.
[CUSTOMER][NEUTRAL] Like they got a payment for.
[CUSTOMER][NEUTRAL] um [PII].
[CUSTOMER][NEUTRAL] First rule
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Then they got [PII], [PII] to [PII]. [PII], [PII] [PII], but they don't have anything for December.
[AGENT][NEUTRAL] OK, alright, so what I'm gonna do is I'm gonna send in a request to have a claims examiner call you so they can go over um how the claim was processed and why that payment is not there and if it needs to be corrected, you guys can let them know, OK.
[CUSTOMER][NEUTRAL] OK, and is there any way they can give me a call or you have to call [PII]?
[AGENT][NEUTRAL] They'll have to call [PII] because he's the account holder.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Alright, so, um, I'm gonna put you on a brief hold while I get that request sent in and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you for holding for me. I've got that request in for you and you should be receiving a call within 24 hours. It'll be either before [PII] tonight or after [PII].
[CUSTOMER][NEUTRAL] What are you doing now?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] OK, you're so welcome you guys have a good night. Thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You too.