AccountId: 011433970860
ContactId: a57df769-1606-46e6-ab39-049d054aa383
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 743549 ms
Total Talk Time (AGENT): 239418 ms
Total Talk Time (CUSTOMER): 175024 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/a57df769-1606-46e6-ab39-049d054aa383_20250114T17:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I have a few questions for you about my claim, my new benefits, um, everything.
[AGENT][NEUTRAL] OK, Miss [PII], do you have the policy number by any chance?
[CUSTOMER][NEUTRAL] Uh, sure, let me.
[CUSTOMER][NEUTRAL] Look it up, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For my short-term disability.
[CUSTOMER][NEUTRAL] It is um 229-424-7.
[AGENT][NEUTRAL] OK, let me have a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What is your email is [PII] or [PII].
[CUSTOMER][NEUTRAL] Mailing address [PII].
[CUSTOMER][NEUTRAL] And what was the last thing? [PII], my.
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I think each representative asks for different stuff.
[AGENT][NEUTRAL] Then yeah, we should be asking for the same things, but um maybe a different order.
[AGENT][NEUTRAL] OK, and Miss [PII], let me check and see what we have here, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] to light a candle up here.
[AGENT][NEUTRAL] And you still with Ride at school LLC?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let me check, make sure they still with us.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] All right. Do you mind holding for me while I get this information? Thank you.
[CUSTOMER][POSITIVE] OK. Thank you, ma'am.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thanks for holding and being patient for me.
[AGENT][NEUTRAL] OK, um, so I was checking on the policies, uh, it looks like they're still active and, uh, you have a claim that is pending on your disability. Looks like we received the last documents on the [PII] and it's in line to be processed.
[CUSTOMER][NEUTRAL] Oh, OK, that's fine. um, yeah, so I was just checking on that because I guess I have, I have to do it every month. I've just learned that this is my first time doing a claim, so this is my.
[CUSTOMER][NEUTRAL] 2nd month, so I was making sure I did it the right way.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK. Um, let me check the documents because I didn't pull the doc. Let me pull those documents really quick and see what's on those.
[CUSTOMER][POSITIVE] OK, I think it should be right now. I did the same thing I did in December, so I think it's right.
[AGENT][NEUTRAL] OK, so you just uh send in the claim form?
[CUSTOMER][NEUTRAL] But uh.
[CUSTOMER][NEUTRAL] Uh, no, I sent it I think page 2 or 3 or something.
[CUSTOMER][NEUTRAL] Or some whatever whatever you guys told me to say this year I send again in January.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I mean you send the disability claim form.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I'm waiting on the documents to upload. I'm sorry, it's taking another.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And this very thing.
[AGENT][NEUTRAL] OK, so you send the page 2 and the page um.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] OK, um, and the information, yeah, um, so the information that we have, uh, of the doctor is you have the disability period, correct?
[CUSTOMER][NEUTRAL] Mm, I'm sorry, what did you?
[AGENT][NEUTRAL] That hasn't changed.
[CUSTOMER][NEUTRAL] No, no, nothing's changed.
[AGENT][NEUTRAL] OK, so yeah, um, yeah, we did receive your form which is what we asked for uh to be sent in every month, um, it is in line to be processed.
[CUSTOMER][NEUTRAL] OK, and then, so I just signed up for new benefits obviously based on uh.
[CUSTOMER][NEUTRAL] Um, the new enrollment.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So like I need to make a doctor's appointment and a dentist appointment, but I haven't had, I haven't.
[CUSTOMER][NEGATIVE] First of all, it's not like, no, none of the new information is showing up like on my online thing. It looks like it's just my old, my old things that I signed up for, you know? And I thought from [PII], right, they should have kicked in for my new benefits or no?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, if it was done in January, yeah, they should have been here already. Uh, you can check with the, your HR department and see if, um, if you have enrolled successfully and to see if um they have any information on the policy. Yeah, I don't see any new policies right now. Um, I just see the old ones you have.
[CUSTOMER][NEUTRAL] Cause I just did it.
[CUSTOMER][NEGATIVE] I don't understand that.
[AGENT][NEUTRAL] How long ago did you do, did you enrolled?
[CUSTOMER][NEUTRAL] It was the deadline, like when was the cutoff time? It was only, I think we only had like 2 weeks, um.
[CUSTOMER][NEUTRAL] I don't know, but
[CUSTOMER][NEUTRAL] Uh, let me see
[AGENT][NEUTRAL] But was it like 2 weeks ago that you enrolled or was it recently, a few days?
[CUSTOMER][NEUTRAL] Um, it was before it was, um, way past 2 weeks ago. It was November.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Definitely November it should have been already updated um cause I need to make a doc.
[AGENT][NEUTRAL] You, you might wanna check with customer service um with the HR department and see if they um if they received your.
[CUSTOMER][NEGATIVE] But it's through the through you guys, it's through you guys.
[CUSTOMER][NEUTRAL] You know what I mean? Like the insurance is, is through you guys.
[AGENT][NEUTRAL] Yeah, I understand, but it goes through your employer. Yeah, we only have group, um, so it is through the employer you do the open enrollment through the employer and then from there if we are notified and we get you a new account created and that's how we send in our information, um, but I don't see any new ones just yet, so I just need to check with HR and make sure that your enrollment took place.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I'll do that. Thank you for your help. I'll just wait a few days like you finish or process or whatever.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] For the process, yes, um, you submitted the information on the [PII]. It usually takes 7 to 10 business days for us to process the claim, OK?
[CUSTOMER][NEUTRAL] Mhm OK.
[AGENT][NEUTRAL] That's the normal.
[AGENT][NEUTRAL] OK, is there anything else?
[CUSTOMER][POSITIVE] OK, I guess hopefully I get lucky because last time I didn't have to wait at all. It was done in like 2 days. That's why I'm like, OK, this should be done by now. So I just keep my fingers crossed because tomorrow is tomorrow is the payday. It's tomorrow, the [PII].
[AGENT][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] Oh, yeah, we had, yeah, and we, yeah, and, and then we had the holidays and everything, so that, yeah, before we, we did the process a little bit quicker but now um we hope to process quick, but I'm not sure how far back or how many claims they have in line right now, OK?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right, so I'll just be patient and I'll wait around.
[AGENT][NEUTRAL] OK. Was there anything else I may help you with today?
[CUSTOMER][NEUTRAL] I get you.
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][NEUTRAL] It's
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.