AccountId: 011433970860
ContactId: a51af783-cbb6-4931-aa98-e62de5cd9829
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251740 ms
Total Talk Time (AGENT): 128822 ms
Total Talk Time (CUSTOMER): 83693 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/a51af783-cbb6-4931-aa98-e62de5cd9829_20250603T17:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm going to refer to my um claim.
[AGENT][NEUTRAL] I'm sorry, can you repeat the question again?
[CUSTOMER][NEUTRAL] I'm calling the customer disability claim.
[AGENT][NEUTRAL] For a claim
[CUSTOMER][NEUTRAL] I just, yes ma'am.
[AGENT][NEUTRAL] OK. And may I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm having a real hard time hearing you. Can you repeat your name and your number again?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you and is the claim for yourself or are you with a provider?
[CUSTOMER][NEUTRAL] Yes, it's for myself.
[AGENT][NEUTRAL] Or a group? OK, what's your policy number, please?
[CUSTOMER][NEUTRAL] I don't, I don't know my policy number. I give you my social security number.
[AGENT][NEUTRAL] OK, that'll work.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look up your social. I can hear you much better now.
[CUSTOMER][NEGATIVE] OK, and I'm a little frustrated because this claim has been submitted 3 times and I, I mean, I don't understand what is the issue. I submitted all my documents. So why is it still being processed and I don't see any money attached.
[AGENT][NEUTRAL] OK, well we can look at the claim and get some answers for you.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII] [PII]. I just gave you my phone number.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] All right, so looking.
[AGENT][NEUTRAL] At the claim that was sent on [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see what it says.
[AGENT][NEUTRAL] It looks like that it's in progress. Um, they had to apply the 14 day elimination period that you have to wait before you can file the claim. They had to apply that, um, and then it's still in progress because I don't have any other remarks other than that, and they're working on it.
[CUSTOMER][NEUTRAL] OK, so it's not it's not processed.
[CUSTOMER][NEUTRAL] OK, cause I looked at it because with your new system it's hard to read.
[AGENT][NEUTRAL] Correct, it's still being processed.
[AGENT][POSITIVE] Yes ma'am, it's still in progress right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I wanted to make sure cause I mean I, I resubmitted it cause they said they had the wrong date. So I resubmitted for my when my, my employer redid it and we resubmitted it on the [PII] showing it cause she made a mistake and put the [PII] instead of the [PII] as my last day cause I had the surgery on the [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] So we had to redo it, so I resubmitted it.
[CUSTOMER][NEUTRAL] OK, do you know how long it's gonna be because I've been back to I haven't had a check yet.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Right, so when you have to resubmit them.
[CUSTOMER][NEUTRAL] I'm sorry, what did you say?
[AGENT][NEUTRAL] Every time you submit a claim, it takes, uh, it can take up to 15 business days to process the claim.
[AGENT][NEUTRAL] From 7 to 15 business days to make sure they've got everything that they need and then when you have to resubmit unfortunately that time frame starts again because then they have to process the new information.
[AGENT][NEGATIVE] That that was missing.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just wanna make sure cause I can send the.
[AGENT][NEUTRAL] All right. Well, is there anything else?
[AGENT][NEUTRAL] Yes, Ms. [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well, I hope you have a blessed day and thank you for calling APL.
[CUSTOMER][NEUTRAL] So that's it.
[CUSTOMER][POSITIVE] Thank you. All right, bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.