AccountId: 011433970860
ContactId: a02bb935-ad8a-4ade-9664-458168b4dbe1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222860 ms
Total Talk Time (AGENT): 121687 ms
Total Talk Time (CUSTOMER): 94931 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/a02bb935-ad8a-4ade-9664-458168b4dbe1_20250515T19:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey, Ms. [PII], it's [PII]. How are you doing?
[AGENT][NEUTRAL] All right. Let me get your policy number, get your information. We have to get, make sure we get that, yeah, whenever we're talking to someone, how long will my, my computer is spinning.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see, let me see, can I get on this side.
[AGENT][NEUTRAL] Yeah. OK. Give me that policy number.
[CUSTOMER][NEUTRAL] OK, I'm pulling it up now. Hang on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2506754.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII] mailing address [PII].
[AGENT][NEUTRAL] OK. All right, your email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you for the information. Go ahead with your question.
[CUSTOMER][NEUTRAL] Yeah, what's going on with it?
[AGENT][NEUTRAL] We're still waiting to get the information from the medical director. We have not gotten that review back. That was like I said, that was sent on.
[CUSTOMER][NEUTRAL] That's been over a week.
[AGENT][NEUTRAL] I, I, I, I can just tell you we have to send the information. We have to wait till he gets the information back to us and as of today, I have not gotten that information back yet. It goes to my.
[CUSTOMER][NEUTRAL] I said yesterday was a week ago.
[AGENT][NEUTRAL] OK, well, I, I understand that, Mr. [PII], but I don't have control of that. I can just tell you the process. Now I can send my supervisor an email and let her know that you're concerned, you want to know what's going on with it, but once she get it, she sent it back to me and then I get the information to process the claim. But as of today, right now, I haven't gotten anything. So I will send an email.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEGATIVE] So yes, I am very concerned.
[AGENT][NEUTRAL] Huh?
[CUSTOMER][NEGATIVE] I am very concerned because it's been over a month that I have been off work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 00
[AGENT][NEUTRAL] Uh yes, I understand that. Yes, sir, Mr. [PII], I understand.
[CUSTOMER][NEGATIVE] Or since we submitted the paperwork, it's been a month and a half since I've been off work and there's no excuse for this, and I don't want to say this. I don't want to be up, you know, try to get mad. I know it's not your fault, but do I have to get an attorney involved? I need this freaking money. That is my money for a policy that I paid for. I have done everything y'all have asked.
[AGENT][NEUTRAL] I, I can get
[AGENT][NEUTRAL] I honestly.
[AGENT][NEUTRAL] Yes, sir. So let me send her an email and tell her your concern and that you said that you was gonna get you an attorney. Is that correct?
[CUSTOMER][NEGATIVE] I can't even afford an attorney. I'm only saying that just for just saying it, but I need to get this money. I've got to pay the UTBA in order to pay the to make sure the insurance stays valid.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I will send her an email, Mr. [PII]. Anything else I can help you with today?
[CUSTOMER][NEGATIVE] Just you, yeah, get my money.
[AGENT][NEUTRAL] OK, I will make sure we tell, I will make sure she know all that information, OK?
[CUSTOMER][NEUTRAL] Is that is my money?
[CUSTOMER][MIXED] Yeah, Ms. [PII], I appreciate it. I'm not mad at you. Don't get me wrong. I'm just upset at the system because you go home every night. Your supervisor goes home every night. Your medical review guy goes home every night. He got a nice meal, his bills are paid. Y'all's bills are all paid. I don't have any income. I rely on that money. That's why I bought that policy.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] And I will relay all that information to her. OK, Mr. [PII]?
[CUSTOMER][POSITIVE] Thank you so much, dear. I appreciate it.
[AGENT][POSITIVE] You're welcome. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right. Well, I will send her an email and let you know your concern. All right, Mr. [PII], you have a great day.