AccountId: 011433970860
ContactId: bbaf8858-a31d-498e-830b-36e4d961a45d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175350 ms
Total Talk Time (AGENT): 67249 ms
Total Talk Time (CUSTOMER): 83092 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/bbaf8858-a31d-498e-830b-36e4d961a45d_20250212T13:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey there, this is [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I have an insured on the other line. This is for disability. Um, let me give you your policy number?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's 224-479-4.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so, we just received his February claim on [PII].
[CUSTOMER][NEGATIVE] I told him about the turnaround time. And he's um kinda having a, not a fit. Basically, he just got diagnosed with cancer. This is for his rent payment and he's trying to see if I can tell him at least what they were on. I told him.
[AGENT][NEUTRAL] Uh, they're always processed on the [PII] of the month.
[CUSTOMER][NEUTRAL] No, not when he's gonna receive the payment, you know, like, uh, sometimes I'll call him especially say like I'm working on day so and so. I'm just trying to give him something to ease his mind because he's
[CUSTOMER][NEUTRAL] He's kind of going through it.
[AGENT][NEUTRAL] On it
[CUSTOMER][NEUTRAL] Is there, do you know how to do that?
[CUSTOMER][NEUTRAL] I don't know. I'm just trying to see if there's something I can do to help them.
[AGENT][NEUTRAL] Yeah, um, yeah, it looks like it's a continuing disability and the continuing disabilities are always processed on the [PII] of the month.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] When you say process, you mean as in like it's not gonna be worked until the [PII] or it's gonna be done by the [PII]? OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] No, no, it's gonna be worked on the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I will, um, when, when you say processing, I thought you meant it'll be done by the [PII], sorry. So I, um.
[AGENT][NEUTRAL] No, um,
[AGENT][NEUTRAL] Yeah, the [PII], uh, Saturday, so she'll, she'll probably do on Friday if she's here.
[AGENT][NEUTRAL] Let me see if she's gonna be here Friday.
[AGENT][NEUTRAL] Yeah, um, just, just a heads up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, all of the continuing disabilities are processed. Um, I usually try to get them done before, but [PII] always processes them on the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me look.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Yeah, [PII]'s gonna be here Friday, so I would assume that it's gonna be processed Friday.
[CUSTOMER][POSITIVE] Alrighty, well I will um figure out how I'm gonna worry that, but I'll let him know that uh hopefully that'll help him. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] All right, have a good day. All right, bye-bye.
[AGENT][NEUTRAL] You too. Bye.