AccountId: 011433970860
ContactId: 9f7a8e66-a294-43fd-9500-2a626a333785
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 656419 ms
Total Talk Time (AGENT): 197586 ms
Total Talk Time (CUSTOMER): 178524 ms
Interruptions: 3
Overall Sentiment: AGENT=0, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/9f7a8e66-a294-43fd-9500-2a626a333785_20250528T20:21_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII], my name's [PII].
[CUSTOMER][NEUTRAL] I'm checking on my disability claim.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number?
[CUSTOMER][NEUTRAL] I don't have my number though.
[AGENT][POSITIVE] You have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you, you don't have your policy number?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Can I get your social security number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you said you were calling on your disability policy?
[CUSTOMER][NEUTRAL] Yeah, temporary disability.
[AGENT][NEUTRAL] OK, and was.
[CUSTOMER][NEUTRAL] My 10 to 7 days after they they got everything they needed was Friday before last and then I called in yesterday.
[CUSTOMER][NEGATIVE] And they said that someone would call me today and they still haven't called and I know you guys close at [PII] so they told me to call if no one called.
[AGENT][NEUTRAL] We close at [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, and what's your date of birth, Miss, Miss, how do you pronounce your last name? [PII].
[CUSTOMER][NEUTRAL] In bone.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And can I verify your
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII] [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII].
[AGENT][NEUTRAL] And you were calling um on your disability um I can get someone to help you with that. Is it on a claim or?
[CUSTOMER][NEUTRAL] Yeah, I filed it on [PII].
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] So almost the whole 90 days are up.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Hold on one moment. I'm trying to look at it for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Are you calling about the one that was sent in on [PII]?
[CUSTOMER][NEUTRAL] I'm calling about my only temporary disability claim that I have.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I initially called in on [PII] or [PII], but I had to wait 8 days.
[AGENT][NEUTRAL] OK, I'm showing where they denied one or put it in pending status for the claim form was incomplete in order for additional consideration be given to your claim, please have your employer to complete the employer's portion of the form.
[AGENT][NEUTRAL] And your claim will be in active status, OK, and then I see where they denied.
[CUSTOMER][NEUTRAL] I did that
[AGENT][NEUTRAL] The condition in which you were disabled was found to be a preexisting condition. Therefore, your requests for disability benefits have been denied.
[CUSTOMER][NEUTRAL] When was this decided?
[AGENT][NEUTRAL] [PII] today.
[CUSTOMER][NEUTRAL] I had a bone infection.
[CUSTOMER][NEUTRAL] I didn't have a preexisting bone infection.
[AGENT][NEUTRAL] OK. Would you like to speak with someone about your claim?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, hold on one moment. Let me see if I can get someone for you, OK?
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Are you in customer care?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. Can I help you with something?
[AGENT][NEUTRAL] This is [PII] and claims. I was just wondering who, who I got.
[CUSTOMER][NEUTRAL] Oh yeah, I'm, I'm part of the care team.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. I have a man on the phone that I need to get to somebody in the disability.
[AGENT][NEGATIVE] He said he called yesterday and nobody has called him back.
[CUSTOMER][NEUTRAL] And he needed information on his disability?
[AGENT][NEUTRAL] Yeah, I gave him all the information and the denial, but he wanted to speak to somebody that actually processes the disability claims.
[CUSTOMER][NEUTRAL] Well, I would have thought that that was claims. Let me look it up real quick.
[AGENT][NEUTRAL] Yeah, it is claims, but I don't do disability.
[CUSTOMER][NEUTRAL] Uh, what's his policy number?
[AGENT][NEUTRAL] So do I need to call?
[CUSTOMER][NEUTRAL] Is it a bit?
[AGENT][NEUTRAL] Somebody in um
[AGENT][NEUTRAL] The other key.
[CUSTOMER][NEUTRAL] Uh, let me, let me see what's his policy number real quick.
[AGENT][NEGATIVE] It is 02597994 and he didn't want to leave a message or get a call back because he already did that and nobody's called him back.
[CUSTOMER][NEUTRAL] I'll look it up.
[CUSTOMER][NEUTRAL] Oh my gosh, OK, yeah, he's been calling every day for a couple of weeks, um, because we've been waiting for his doctor, so he actually doesn't go through us because it's disability, um, and since they're through big disability claims go to.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh shoot, no, it goes, goes through us, but we have to, we were waiting on something.
[AGENT][NEUTRAL] Right, it's already been denied though for preexisting and he said it was not preexisting. He wanted to talk to somebody.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, well, if nothing else I can always escalate him to a manager we'll we'll see, um, did you?
[AGENT][NEUTRAL] But I, I don't know how else to transfer it to somebody in disability because when we call y'all it goes straight back to you all.
[CUSTOMER][NEUTRAL] Yeah, um, give me just a moment let me see if my manager wants to take this because he called twice this week and I think he called a couple times last week because we've all had them, um, so let me see if we just need to have a manager take care of him real quick.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, I guess I need to go into.
[CUSTOMER][NEUTRAL] I'm new so I'm trying to find all these little teams chats and where everything's at and it's takes me a minute to find them but.
[AGENT][NEUTRAL] I didn't know how to get him to somebody in disability.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I know he's supposed to take a number and have somebody call him back, but he does not want that.
[CUSTOMER][NEUTRAL] OK, give me just a second, um.
[CUSTOMER][NEUTRAL] And did you verify him?
[AGENT][NEUTRAL] I did. Yes, I got all, all the information. You need a callback number?
[CUSTOMER][NEUTRAL] Um, yeah, go ahead and give me a callback number.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright, and um, I, I apologize you said you verified them and everything already?
[AGENT][NEUTRAL] Yeah, I did.
[CUSTOMER][POSITIVE] OK, thank you so much. You can go ahead and transfer him over if you'd like.
[AGENT][NEUTRAL] His address and all of that. I verified all of that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.