AccountId: 011433970860
ContactId: a0fca383-2e51-4156-b1b5-b7861917c25a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300519 ms
Total Talk Time (AGENT): 66998 ms
Total Talk Time (CUSTOMER): 159660 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/a0fca383-2e51-4156-b1b5-b7861917c25a_20250327T21:20_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, um, my name is [PII]. I'm calling to get, uh, speak to the reviewers to check on my case. My social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and Miss [PII], um, may I have the date of birth, mailing address and email address on file for verification.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, address [PII] and you said birthday [PII].
[AGENT][NEUTRAL] Um, no, the email address, I'm sorry.
[CUSTOMER][POSITIVE] Oh, probably [PII] 31 or Expression Beautiful, which, whichever it's one of those.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The first one. Thank you. And this is for your disability?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, and you said you need to speak to a specialist claims specialist.
[CUSTOMER][NEUTRAL] Yes, the person that does the reviewing of the information, yes.
[AGENT][NEUTRAL] OK. All right. um, let me go ahead and get them on the line. OK, one.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm good, thank you. I got Miss uh [PII] on the line, [PII], um, let me give you the policy number.
[CUSTOMER][NEUTRAL] Hold on one second, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh, come on.
[CUSTOMER][NEUTRAL] Alright, what's the policy number?
[AGENT][NEUTRAL] It is 256-9668.
[AGENT][NEUTRAL] OK, and she did ask directly for you.
[AGENT][NEUTRAL] And it's about her disability. It looks like it's still under review.
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Is this the one that called yesterday to verify?
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] To verify the fax number, the medical, yeah, this is the one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright you can send her over.
[AGENT][POSITIVE] OK, thank you. Here she comes.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. I've got Miss um [PII] on the line. She's gonna assist you from here, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good afternoon.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, um, my name is [PII], I was just backtracking, um, the last document you guys need to move forward on the approval or a denial for my case is the medical documentation from the doctor that removed me from work. However, um, when I called the other day, I was told that you guys had faxed something over, so I.
[CUSTOMER][NEUTRAL] Backtrack called them and said, hey, did you get the documents from APL? I need that filled out ASAP so they can make a decision. They told me they hadn't received anything. I called APO back and someone did verify that you all do have the correct information on file, so I wanted to see if the doctor's office actually initiated and getting anything back to you.
[CUSTOMER][NEUTRAL] OK, I'm sorry, is that a question you asking me a question. Have we received the medical records? Is that correct? We have a, yes, yes, yes. OK, alright, look.
[CUSTOMER][NEUTRAL] I'm not showing that we have received any medical records as of today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Huh, oh my goodness.
[CUSTOMER][NEGATIVE] Do you, did they say that they had sent them over to us? No, they did, they did not. They said that they didn't receive anything at first, and I'm like, that can't be true. I just talked to them. I said they have the correct email, they have your correct, um, fax number and everything, because I asked them, I said, Can you give me your fax number when I talk to [PII]? I can make sure it's sent to the right place. The associate that I spoke to through APO gave me the same number that the doctor's office gave me, so there's no mix up. So if you guys send it, then they should have it.
[CUSTOMER][NEUTRAL] And they can get go along on the decision because they're not uh the doctor's office, the ladies in there are pretty slow about responding to stuff.
[CUSTOMER][NEUTRAL] Yeah, OK, um.