AccountId: 011433970860
ContactId: acbae496-7423-489b-b890-a9ec9bcbcae5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322500 ms
Total Talk Time (AGENT): 115880 ms
Total Talk Time (CUSTOMER): 85713 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/acbae496-7423-489b-b890-a9ec9bcbcae5_20250401T21:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I was just trying to get a status update on my husband's uh short term disability claim.
[AGENT][NEUTRAL] OK, um, let me see what I can do. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] I just.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK. And do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Um, yes, I do, give me a second, I can pull it up.
[CUSTOMER][NEUTRAL] One the other one I know about her.
[CUSTOMER][NEUTRAL] I guess I don't have it.
[CUSTOMER][NEUTRAL] OK, give me a moment to log in to get it.
[AGENT][POSITIVE] OK, sure, yes. Take your time.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Of course, cause I'm on the phone, it's not, it's going slow.
[CUSTOMER][NEUTRAL] 47
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Fair enough.
[CUSTOMER][NEUTRAL] Uh, the short term disability 2605764.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Have you sent back that authorization form or not not yet?
[CUSTOMER][NEUTRAL] Oh, he's sitting right here, just a sec.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello, ma'am.
[AGENT][NEUTRAL] Hello, may I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And your mailing address and I'm gonna need your authorization to speak to Ms. [PII], OK?
[CUSTOMER][NEUTRAL] [PII], and I do give authorization for her.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, it's fast so let's see.
[CUSTOMER][NEUTRAL] You should.
[AGENT][NEUTRAL] Um, it looks like you sending additional information on the [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it looks like that one has not been reviewed just yet. Um, when you send additional information, it goes back to the line, so it, it, it could take up to 7 to 10 business days for somebody to process and review the information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so it has not been with you yet. Mhm.
[CUSTOMER][NEUTRAL] 7 to 10 business days still again, so that would be Friday would be 7 business days. OK, and then also there's two short term disability claims. I mean not there's 12 hospital indemnity claims also.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me check on those.
[CUSTOMER][NEUTRAL] So that's still 7 to 10 business. I, I think I did those on the [PII] as well.
[AGENT][NEUTRAL] OK, let me just check and make sure.
[AGENT][NEUTRAL] Yeah, it depends on the policy. Sometimes it's a little bit faster, sometimes it takes a little bit more. It really depends on how many claims are in line. Um, yeah, it looks like those were also received on the [PII], so yeah, they're in line to be processed, not processed yet or reviewed. OK.
[CUSTOMER][NEUTRAL] Alrighty, just checking because he's been off work for a little while so we're just trying to make sure we got everything in order and there's nothing else that needs to, that's needed for that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, I don't see anything right now. Yeah, it looks as long as, as long as you send what they're asking for, once they review, they should have everything they need, uh, but they had to review to make sure that that's what they needed. So, yeah, right now we just don't have any updates. It's just in line to be processed, OK?
[CUSTOMER][NEUTRAL] For the short term disability.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right. Well, thank you for calling APR. You have a good afternoon, Miss [PII].
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you