AccountId: 011433970860
ContactId: bb46b85f-0b66-42a9-82a7-77d153226b56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243100 ms
Total Talk Time (AGENT): 101338 ms
Total Talk Time (CUSTOMER): 85673 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/bb46b85f-0b66-42a9-82a7-77d153226b56_20250110T21:27_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] Yeah, hi, I was calling to make sure I'm pretty sure I said.
[CUSTOMER][NEUTRAL] My paperwork and.
[CUSTOMER][NEUTRAL] Right this time but I was making sure.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, I can check and see if we have everything we need. Is it for a claim?
[CUSTOMER][NEUTRAL] Yes, it's for my discontinuing my disability.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Um, may I have the policy number?
[CUSTOMER][NEUTRAL] 2165893.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me have a call back number.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, so you just uploaded some information today.
[CUSTOMER][NEGATIVE] Yeah, unfortunately they needed a doctor's note this month.
[AGENT][NEUTRAL] OK, let's see, um.
[AGENT][NEUTRAL] Let me see if I can view that image, one moment.
[CUSTOMER][NEUTRAL] The last few months, they didn't need a doctor's note and this month they needed one.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, it depends on the information that is on the initial claim.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, I'm waiting on the system.
[CUSTOMER][NEUTRAL] That way I can get get processed for the [PII] because and I they received it today and said it was processed so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Received
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, the sooner we get it, the sooner that check goes out, um, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK. Yeah, I do see it here, um, and that is what she was asking for, so yeah, she'll go ahead and process the claim for you.
[CUSTOMER][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] Mhm. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEGATIVE] No, that's that shouldn't means I got it in earlier. It shouldn't mess up my uh deposit on the [PII], right?
[AGENT][NEUTRAL] Uh, I cannot guarantee it because, um, whenever you send additional information, it goes back to the line and she's gonna just be working on all the claims she gets from here then. And then, um, if you get um process before she'll go ahead and process that payment, which more than likely will, but I cannot guarantee it.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, most likely it should because that was the only form that they needed for this month on top of the other forms that that already got sent in, OK.
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][POSITIVE] Yeah, as long as all the information is correct, yeah, it should be fine. You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Alrighty I appreciate that.
[CUSTOMER][POSITIVE] Uh, no, I should do it. I appreciate it.
[AGENT][POSITIVE] You're welcome, Mr. [PII], and thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you all right you too bye bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.