AccountId: 011433970860
ContactId: 9a1d28fb-209a-4f54-83b4-99c92352b5ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325119 ms
Total Talk Time (AGENT): 104599 ms
Total Talk Time (CUSTOMER): 133117 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/9a1d28fb-209a-4f54-83b4-99c92352b5ba_20250407T17:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you doing this morning?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm good um I have a spouse on the line. Her name is [PII], and she's calling on her spouse's policy. She has verified to speak on it. Um, she has some concerns regarding some claims, and I was wondering if you could help her out with that.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, can I get the policy number?
[CUSTOMER][NEUTRAL] 260.
[CUSTOMER][NEUTRAL] 576 4.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh, what is her concern?
[CUSTOMER][NEUTRAL] So this disability policy and then he also has a hospital indemnity policy they submitted additional information that was requested and the hospital indemnity and the disability both claims are under process. I did advise her that there's no time frame unfortunately, she can just call back and check on them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, frustrated with the amount of time it's taking, um, just concerned because he's been out of work, so wanting to expedite the processing on the claims basically.
[CUSTOMER][NEUTRAL] And it looks like she spoke to somebody I think last week and they did process one for her on the phone and I told her I said well that's.
[CUSTOMER][NEGATIVE] Not normal.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so looks like another HR we made a payment on [PII], but the disability still under medical review. You can send her on over.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you, here she comes.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I am trying to get a little bit of information on my husband's, uh, two things I indemnity and on his short-term disability, just getting a timeline.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Um,
[AGENT][NEUTRAL] So I'm looking at the hospital indemnity uh looks like we did make a payment on that one on [PII].
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] On the, no, the, there's, there was 2.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The second one is the one I'm uh asking about.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm sorry, I thought she gave me like updated you on all of the information. I'm sorry.
[AGENT][NEUTRAL] But she gave me two policy numbers, uh, but she said you were waiting on some. OK, so one claim that was received on [PII], that one has not been processed. Give me one second.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, and so have you received the $1000 payment that we made on the [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, alright, so, so the, um, looks like we did receive um the hospital bill on the [PII]. Also that information has not been processed.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They're probably gonna look at that information 323-7.
[CUSTOMER][POSITIVE] I just like that.
[CUSTOMER][NEUTRAL] I'm just and I'm just checking because we're kind of running real tight right now since he's been off work for a good while now.
[AGENT][NEUTRAL] OK, alright, I will see if I can get someone to look at that information that was received.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] On [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, and on the disability claim that one is still uh waiting for medical review.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm not sure.
[CUSTOMER][NEUTRAL] And what is the normal turnaround time for that?
[AGENT][NEUTRAL] I'm not sure. It just depends on when the medical reviewer, it just went into medical review on today.
[AGENT][NEUTRAL] So I would say give it until the end of the week, yes ma'am.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you wanna call back and check on Friday to see if somebody has reviewed that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, and the other one you're gonna see if that one can get.
[CUSTOMER][NEUTRAL] Push through or review.
[AGENT][NEUTRAL] Yes, um, yeah.
[AGENT][NEUTRAL] I'll see if the lady, if I can send it to someone to review on today.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with on today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No ma'am, that's it thank you so much for your help.
[AGENT][POSITIVE] Alright well thanks for calling APL you have a great rest of your day.