AccountId: 011433970860
ContactId: a00e3f2b-657a-4c54-b4c0-351e5d3f433c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 510040 ms
Total Talk Time (AGENT): 191660 ms
Total Talk Time (CUSTOMER): 166714 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/a00e3f2b-657a-4c54-b4c0-351e5d3f433c_20250519T20:51_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII].
[CUSTOMER][NEUTRAL] I'm calling to check in on my disability claim.
[AGENT][NEUTRAL] OK, do you have a good policy number or your social?
[CUSTOMER][NEUTRAL] My social is [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] I was told like last Tuesday that it was still in review and I asked when the 7 to 10 days would be up and they told me to give it till Friday.
[CUSTOMER][NEGATIVE] I sat on hold forever and I never got a call back.
[AGENT][NEUTRAL] OK, let me see what's going on.
[CUSTOMER][NEUTRAL] Which that would have been when the 10 days was up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull up that policy number.
[AGENT][NEUTRAL] OK, can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your address and email address, please.
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and I still show it's in review. Do you want me to get you over to our claims department and see if they can give you any further insight?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Wait, hold on one moment.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. It's [PII] on the care team. Um, I've got an insured on the line. Um, he's been waiting for quite some time on the Doctor [PII] review, that's the claim status. So I wanted to see if maybe you can give him some better insight on when that's gonna be completed, um, or if you have access to something I don't to look at.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I don't believe I do, um, usually when they're in that review it's just a matter of when the.
[CUSTOMER][NEUTRAL] Uh, information is sent back from the review to the adjuster that's assigned to the claim.
[CUSTOMER][NEUTRAL] Um, what's the policy number?
[AGENT][NEUTRAL] It's 259-799-94.
[CUSTOMER][NEUTRAL] Oh that's [PII].
[AGENT][NEUTRAL] Feet bone, yeah.
[CUSTOMER][NEUTRAL] Yeah, I know. I've, I've spoke with this gentleman, um, actually a couple of weeks back.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And I know he's waiting impatiently.
[AGENT][NEUTRAL] I know, well, and I, I, I, I feel, I mean, you know, I know we have to do our processes, but it's also like, gosh, he's, you know, he needs his money.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right, right, I understand, or at least an answer either way, right? Um.
[AGENT][NEGATIVE] Right, instead of just we keep, because we keep telling him, 07 to 10 working days and then it's been 10 working days, so now I know he's gonna be upset, um, so.
[CUSTOMER][NEUTRAL] Yeah, it looks like um there's a note in there today from the adjuster that said the medical record review from Doctor [PII] needed additional information and she sent it back to the medical director today. So they were requesting more information and apparently she provided that information to Doctor [PII] today.
[CUSTOMER][POSITIVE] So I would think that we would have a resolution hopefully soon um.
[CUSTOMER][NEGATIVE] But unfortunately I don't have any additional information.
[AGENT][NEUTRAL] OK, so the adjuster.
[AGENT][NEUTRAL] Um, got it back from Doctor [PII], and he needed more information and then we
[AGENT][NEUTRAL] Senate
[CUSTOMER][NEUTRAL] Right, she provided that information to the medical director that's reviewing it, um, and she sent it back. He requested more information. The doctor did and then she, according to her notes, she sent it back uh for review.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She provided them the information requested.
[AGENT][NEUTRAL] OK, is that in the notes on the file?
[CUSTOMER][NEUTRAL] It is, uh huh.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, it looks like it was early earlier this morning [PII] is the note time stamp.
[AGENT][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] For today's date.
[AGENT][NEUTRAL] OK, OK, I'll see what he says to that comment.
[AGENT][NEUTRAL] I've talked to him too. He's talked to he's been really upset, so, OK, I'll let him know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I think you kind of talked to everybody here. I'm sorry, [PII], I wish I had more information.
[AGENT][NEUTRAL] No, it's fine, it's fine. I'll, I'll read that note to him. Thank you, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh you're welcome.
[AGENT][NEUTRAL] OK, thank you for holding. Um, I, I looked in the notes in the file, it says we got, we received it back for medical review and they asked for additional information, so we sent that back to the director today.
[AGENT][NEUTRAL] So I, I don't have um.
[AGENT][NEUTRAL] I, I, it's just depending upon how fast he can turn that around. We've given him the information that I needed, um, and so that's, that's, we're still waiting for that to be resolved.
[CUSTOMER][NEUTRAL] So I'm having another 7 to 10 days.
[AGENT][NEGATIVE] I don't, I don't think it'll be that long, um, hopefully, uh, um, obviously, I mean, I know it's extremely frustrating and, um,
[AGENT][NEUTRAL] But I
[CUSTOMER][NEUTRAL] Yeah, my whole 90 days is almost up, I mean.
[AGENT][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Can end up being one lump sum check.
[AGENT][NEUTRAL] So, um, yes, I would try back Wednesday and we can see if
[AGENT][NEUTRAL] I mean, I, I, I hate to say try back every few working days because I hopefully they can turn this around pretty quick since it has been so long because yeah, I see all the notes.
[CUSTOMER][NEUTRAL] So does it say in there does it say in there what the question's about now?
[AGENT][NEUTRAL] Uh, it does not. I don't know what that's, I don't know what it's regarding, um.
[AGENT][NEUTRAL] I can send a request for the processor to give you a call back. Do you want me to do that?
[CUSTOMER][NEUTRAL] I mean yeah if you could because it's it's been an extremely long time.
[AGENT][NEUTRAL] OK, OK, I'll send a.
[CUSTOMER][NEUTRAL] Coming
[CUSTOMER][NEUTRAL] My family is
[CUSTOMER][NEGATIVE] I struggling because of it.
[AGENT][NEUTRAL] OK, um, let me send a request to her and see if we can get a little bit more information and then she can give you a call back hopefully she'll have a better timeline than I do. So, um, and is that [PII] the right number to call back?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, OK, I'll get I'll get that request put in and then um like I said we'll, we'll try to get some better information, OK?
[CUSTOMER][POSITIVE] OK. I hope you have a great day.
[AGENT][POSITIVE] OK, thanks for calling APL. You as well. Bye-bye.
[CUSTOMER][NEUTRAL] OK.