AccountId: 011433970860
ContactId: b8a14ab9-b638-4f86-a9bc-50c93d73f691
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224539 ms
Total Talk Time (AGENT): 63282 ms
Total Talk Time (CUSTOMER): 122558 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/b8a14ab9-b638-4f86-a9bc-50c93d73f691_20250415T20:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um, this is [PII] from the care team. Got an insured on the line, uh, um, wants to see about his short-term disability and if we can expedite anything.
[AGENT][NEUTRAL] OK, and what's his policy number?
[CUSTOMER][NEUTRAL] 259-799-94
[AGENT][NEUTRAL] OK, you can send him on over.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, you gave her the policy number.
[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name's [PII]. I'm calling about my disability.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Temporary disability claim.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] I was just seeing how long it would take because I done all this a month ago and uh I found out that I had to get an employer to.
[CUSTOMER][NEUTRAL] Fill out the employer to fill out the paper that I was terminated.
[CUSTOMER][NEUTRAL] Until I heal up and they're gonna hire me back but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I went a month without any money at all and I'm all my bills are due.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And they told me yesterday that they was gonna put an expedite on it. I, I faxed the paper from the employer because the employer was gonna mail it to their headquarters and then they was gonna mail it to you. I was like I really needed to get the APL.
[CUSTOMER][POSITIVE] So I took it and faxed it myself from the library and the lady told me to call back in a day or two, and she was gonna put an expedite on it to see if I maybe I could get it. You've already got my direct deposit papers and everything.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the lady I just talked to said maybe you could put an expedite on it.
[CUSTOMER][NEUTRAL] Because someone told me in the 20 times that I've talked to you guys that.
[CUSTOMER][NEGATIVE] It was 7 to 10 days and then that lady that just transferred me said it'd be another 7 to 15 days. I'm like, what they said it'd be like a day or two after I got that last paper in.
[AGENT][NEUTRAL] OK, alright, so you.
[CUSTOMER][NEUTRAL] I'm just.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Calling me all the time.
[AGENT][NEUTRAL] OK, uh, so usually they're done around the [PII] of the month, so I can, uh, I can check with them to see if they can review it because we did get some information in on.
[AGENT][NEUTRAL] Looks like it came in on yesterday.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so we could, I can uh send her a message to see if she will usually, uh, the payments are done usually around the [PII] of the month so I would say that more than likely they will be looking at it soon.
[CUSTOMER][NEUTRAL] O
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And with it with it being the direct deposit form already, you already have that whenever they OK it they'll dump it right into my bank account.
[AGENT][NEUTRAL] Uh, yes, once the payment has processed, it should hit your bank account within 2 to 3 business days.
[CUSTOMER][POSITIVE] OK all right thank you very much.
[AGENT][NEUTRAL] OK, uh, did you have any other questions for me, Mr. [PII]?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK, well you have a great rest of your day and thanks for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] Did they answer my question.
[CUSTOMER][NEUTRAL] So we get today