AccountId: 011433970860
ContactId: a33a5d7e-fad2-4e22-8508-6c7dc165a9b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 669090 ms
Total Talk Time (AGENT): 222766 ms
Total Talk Time (CUSTOMER): 119895 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/a33a5d7e-fad2-4e22-8508-6c7dc165a9b0_20250310T19:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I was calling to check this again, uh the status of my, uh, disability benefits. It's been about a month now. Curious about it's showing pending. What does that mean?
[AGENT][NEUTRAL] OK, uh, you sent in a claim for disability benefits, is that correct, sir?
[CUSTOMER][NEUTRAL] It's been a month now, yes.
[AGENT][NEUTRAL] OK, and what is your name and your policy number?
[CUSTOMER][NEUTRAL] Yeah my name is uh [PII] policy number 2444566.
[AGENT][NEUTRAL] OK, let me look that up, sir.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Yeah, [PII], uh email address [PII].
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][POSITIVE] Thank you, sir. I appreciate you verifying your policy. All right, let me look at it.
[AGENT][NEUTRAL] OK, what I'm gonna do is I'm gonna go ahead and transfer you on over to a claims examiner, Mr. [PII], because I see that you've called several times over the last month to check on your claim and, and it's still it's still in progress, so I'm going to get somebody to help you to kind of explain what's going on with your claim for you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're very welcome, Mr. [PII] it's gonna be a brief hold while I um transfer you on over.
[CUSTOMER][NEUTRAL] Alright
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][POSITIVE] Good afternoon thanks for calling APL.
[CUSTOMER][NEUTRAL] This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the claims or I'm in the care team. I am calling because I've got a member on the phone. His policy number is 2444566.
[AGENT][NEUTRAL] And he has called multiple times um that's why I went ahead and transferred him today. He calls at least once or twice a day wondering about his claim, um, the, the claim number is 3571123.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And it's showing pended.
[AGENT][NEUTRAL] And I was just gonna let him talk to somebody so it can be explained further to him why his claim is pended.
[CUSTOMER][NEUTRAL] OK, give me just a second.
[AGENT][NEUTRAL] OK, thanks, [PII].
[AGENT][NEGATIVE] Giving him the answer that it's pended and in progress isn't working anymore.
[CUSTOMER][NEUTRAL] Uh, let me just take a quick look see if I can get some information real quick before you transfer him.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yes, absolutely, go ahead.
[AGENT][NEUTRAL] I'm gonna go back to him, let him know we haven't forgot about him and that you're doing some research real quick and he'll be able to go through shortly, OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Hi Mr. [PII], this is [PII]. I just wanna let you know that we haven't forgot about you. Just hold for a little bit longer while she researches the claim and then we'll put you through, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Uh, no problem, thank you.
[AGENT][POSITIVE] All right, thank you, sir.
[AGENT][NEUTRAL] OK, [PII], I'll let him know he's he's OK.
[CUSTOMER][NEUTRAL] OK, thanks. I'm just taking a look at what we have here. Let me just make sure I some.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Like I said, he probably gonna want straight up facts, so give him exactly what he needs.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, is there a way, so I just checked with the adjuster and she said that she's been trying to get a hold of him actually. Is there a way that you can transfer him directly to her or you do I need to transfer him?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, no I can transfer him. What's the number? And who is it?
[CUSTOMER][NEUTRAL] OK, it's [PII]. She's um working on it looks like she said that she's been trying to get a hold of him. Let me see what her extension is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, actually, let me just look her up in Teams so I can get her full number because I'll have to transfer my full number, but I've got her let's see right here [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]. OK, I'll transfer him on over. she expecting him to come now?
[CUSTOMER][NEUTRAL] Uh, yes, I'll let her know. She just asked to transfer her, um, I'll tell her that he's that that you're about to call her.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right, sounds good. I'm gonna go ahead and get off and so I can over there. Thank you so much, [PII], for all your help.
[CUSTOMER][POSITIVE] 00 yes, you're welcome. I didn't do much but hopefully he gets what he needs.
[AGENT][POSITIVE] Yes yes thank you we'll talk to you later you take care.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, OK, Mr. [PII], I've got even better. I've got the lady that's actually working your claim. I'm gonna go ahead and transfer you on over to her, OK? It's gonna be a brief hold again.
[CUSTOMER][POSITIVE] Uh alrighty thank you so much alright.
[AGENT][POSITIVE] Well, thank you for your patience, sir.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[AGENT][NEUTRAL] Hi [PII], it's [PII] I got Mr. [PII] on the other line for you.
[AGENT][NEUTRAL] Um, let me give you his policy number.
[AGENT][NEUTRAL] You there?
[AGENT][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got Mr. [PII] on the other line for you.
[AGENT][NEUTRAL] Let me give you his policy number.
[AGENT][NEGATIVE] [PII], why you keep hanging up on me?
[AGENT][NEUTRAL] Mr. [PII], I'm trying again.
[CUSTOMER][NEUTRAL] Alright
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][POSITIVE] Thank you for calling APL. You're speaking with [PII]. How can I help you today?
[AGENT][NEUTRAL] Hey [PII], it's [PII] I've got Mr. [PII] on the other line.
[AGENT][NEUTRAL] Can you not hear me?