AccountId: 011433970860
ContactId: af2c760c-4a5f-4fc9-ac9b-dad66a6f3a6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223559 ms
Total Talk Time (AGENT): 103207 ms
Total Talk Time (CUSTOMER): 37690 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/af2c760c-4a5f-4fc9-ac9b-dad66a6f3a6e_20250210T15:58_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII]. I'm checking on my claim status.
[AGENT][NEUTRAL] Yes, sir. I can certainly help with your claim status. What's your policy number, please, sir?
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 5544888
[AGENT][POSITIVE] Thank you and um.
[AGENT][NEUTRAL] If I can just verify your date of birth, sir, and the phone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] And this is for your disability claim, is that correct, sir?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like they received uh this uh an insured statement from this. So, um,
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] That may be, that's.
[AGENT][NEUTRAL] See what we can do here.
[CUSTOMER][NEUTRAL] I had my, I sent some paperwork to my agent. She was supposed to forward it to you guys.
[CUSTOMER][NEUTRAL] I guess there's some paperwork that wasn't quite filled out, pulling or something.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Right. Yes, exactly. OK.
[AGENT][NEUTRAL] All right. Uh, let me just check on this. If you could excuse me just one moment, sir. I'll be right back. Excuse me just one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[AGENT][NEUTRAL] Yes, [PII], hi, this is [PII] in claims department. I have a [PII], um, he's wanting to know about a disability claim. Uh, can I give you his policy number, please?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's um 025544888.
[AGENT][NEUTRAL] And I verified all of his information and his phone number. The problem that we're running into, or that I'm running into is that um he has a claim, uh, the claim number is 3554479. You'll see that this is just done in January.
[AGENT][NEUTRAL] And the, the denial on this is that the claim form was incomplete in order for additional consideration to be given to your claim, please complete the statement of where the insured and the employees. The thing is is that he's wanting details on this and to be honest with you, I've never looked at the disability claim in my life. So, um, uh, if I was wondering, please, if I could transfer him to you and you could maybe give him details, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He knows that he's turned in this thing. He knows that there's additional documentation that needs to be but I just, I'm sorry [PII], I just don't know what to tell him. So if I could have him talk to you please ma'am.
[CUSTOMER][POSITIVE] All right, thank you so much. I got it. Mhm.
[AGENT][POSITIVE] OK, thank you. Have a good morning.