AccountId: 011433970860
ContactId: b802542d-349e-4508-964d-3870e2b9e045
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 642780 ms
Total Talk Time (AGENT): 196594 ms
Total Talk Time (CUSTOMER): 268553 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/b802542d-349e-4508-964d-3870e2b9e045_20250523T21:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah [PII], this is [PII]. I got a message to call [PII] about my disability claim.
[AGENT][NEUTRAL] Call [PII]
[CUSTOMER][NEUTRAL] Yeah, that's what it said but you can check it, I guess it's.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You want my social security number?
[AGENT][NEUTRAL] Yeah, let me check on that.
[AGENT][NEUTRAL] Um, first, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] and I'm sorry we're on her phone [PII].
[AGENT][NEUTRAL] OK, and you don't have your policy number?
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, I just wanna make sure.
[AGENT][NEUTRAL] And what's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let me check on that.
[AGENT][NEUTRAL] Hm, give me just a second. My computer is already taking the long weekend, so give me just a moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And it was for your disability policy?
[CUSTOMER][NEUTRAL] Temporary disability, uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get you to verify your last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Email is [PII].
[AGENT][NEUTRAL] And the address and
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and let's see what.
[AGENT][NEUTRAL] Is going on.
[AGENT][NEUTRAL] OK, it looks like [PII] is in claims, so I'll go ahead and transfer you, uh.
[AGENT][NEUTRAL] Transfer you to the claims claims department. Give me one moment. Oh.
[CUSTOMER][NEUTRAL] I was just waiting on approval I.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] You still there?
[AGENT][NEUTRAL] Yeah, yes, sir. I was waiting, I was waiting to hear you.
[CUSTOMER][NEUTRAL] Yeah, I, I, I've just been waiting on him to approve it. It's been like almost 3 months. You could probably look and see if it's approved.
[AGENT][NEUTRAL] If it's a claim, let me see.
[AGENT][NEUTRAL] Do you know what the date of service was?
[CUSTOMER][POSITIVE] They had it expedited and everything.
[CUSTOMER][NEUTRAL] I started it on [PII] or [PII] something like that.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] They said that the doctor or whoever your thing is needed one more thing from the doctor and they said they got that and they was just waiting to hear back from his review.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then we called yesterday because it was actually the 107 to 10 days this time was up last Friday and I called Monday and they told me to call Thursday and then we called and.
[CUSTOMER][NEUTRAL] I don't know what happened, but they said they called back and they called back today, so I was assuming they was telling me that I was approved.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because it wasn't a a preexisting bone infection.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] I'm showing it is as Doctor [PII] to review the claim. Now, however, if they are processing that, um, the claims department would know that more than I would because they use um
[AGENT][NEUTRAL] They would be able to look into that a little bit deeper. Would you like me to transfer you to them? I am seeing that we do have something for the data service of 319.
[CUSTOMER][NEUTRAL] Yeah, just
[CUSTOMER][NEGATIVE] That probably, yeah, because I had 8 days I had to wait after I filed before it come into effect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that would that would about be right whenever it started.
[AGENT][NEUTRAL] Yeah, and it's showing that.
[CUSTOMER][NEUTRAL] So yeah if I could talk to somebody in claims.
[AGENT][NEUTRAL] Sure, give me just one moment, OK?
[CUSTOMER][POSITIVE] OK thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] from the care team.
[AGENT][NEUTRAL] I have an [PII] on the line. He said he had a voicemail from [PII], um, and he was returning her call. Uh, and I'm looking at it's for his short term disability, and he said the last thing he was told they're waiting on a doctor's note, and I saw that in CL in in Lion, um, but I don't know why she called him if there is a specific reason. Her notes just said that she called him back.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Did you try reaching [PII]?
[AGENT][NEUTRAL] Uh, she's gone for the day.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I actually see her in the queue still um.
[AGENT][NEUTRAL] Oh, OK. I, I'm new to transferring to a specific person.
[CUSTOMER][NEUTRAL] Looks like she's on it, yeah.
[CUSTOMER][NEUTRAL] OK, because it looks like she's on another call, um, perhaps you can just, um, send a message to her and, and let her know the insured called and is waiting for a call back if she wasn't specific on the note. What's the policy number, [PII]?
[AGENT][NEUTRAL] It's 259-799-94.
[CUSTOMER][NEUTRAL] Yeah she just said she left contact uh information for a return call so I would maybe send her uh an a message in teams just let the customer know that she's on another call so you can't transfer him but you can send a message and let her know that um he has called back and uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Send him the phone number, send her the phone number because I don't, I'm not sure what to tell him I'm not sure what information she has for him and she wasn't specific in her note. I can't really help him, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, but that would be.
[AGENT][NEUTRAL] Yeah and I I just don't know how to transfer to to.
[AGENT][NEUTRAL] To keep specific people yet.
[CUSTOMER][NEUTRAL] The voicemail?
[AGENT][NEUTRAL] I don't know how to transfer to specific people yet. Do I go by their team's phone number?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yeah it looks like uh well you could if you're not sure how to transfer them I don't wanna tell you because I don't want you to.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, I just sent her something.
[CUSTOMER][NEUTRAL] And then if you wanna transfer him to me and I can tell him and then I'll transfer him to [PII]'s voicemail.
[CUSTOMER][NEUTRAL] Um, or he can just wait for a call back. I mean, that's the option I think. I think that would be the best option and just specifically because it looks like the call she's on, she's been on it for a while, so I'm not sure how long she's gonna be tied up and rather than send them to voicemail, I would just go ahead and do you have her number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if it's the team's number.
[AGENT][NEUTRAL] The [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] yeah because she said she left him her the contact information so I guess probably the best thing is to take his best callback number, send [PII] a message through Teams and just let her know that he called back and give her his callback number and just let the customer know that you've sent a message to her that she is on another call at this time so you don't wanna send the voicemail so just go ahead and and send her a message and ask her to return his call when she's available.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you so much for helping me with that.
[CUSTOMER][NEUTRAL] No problem [PII], sorry, I wish I could be more helpful.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] No, you're OK. Oh, she's typing right now. So, all right, thank you, thank you so much for your help.
[CUSTOMER][POSITIVE] Oh good, oh good.
[CUSTOMER][POSITIVE] You're welcome [PII], have a nice evening.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Alright you too bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] 3
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] No, we can't. Yes ma'am.
[AGENT][NEUTRAL] Alright, it looks like she's on a call, um.
[AGENT][NEUTRAL] I would I'm sending her a message right now asking her to return your call and I gave her this number um and she will call you when she gets off because I don't I can't see in the notes but she's what what she had for you, um, but she should be able to able to help you with that she'll call you back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much you have a good weekend.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye.