AccountId: 011433970860
ContactId: bc68180d-de63-4dcb-84e2-fa883e10dc53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310369 ms
Total Talk Time (AGENT): 177524 ms
Total Talk Time (CUSTOMER): 90293 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/bc68180d-de63-4dcb-84e2-fa883e10dc53_20250520T13:01_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, so I was just calling just to check the status and some I I send in some continuance forms for disability benefits. Um, I usually get something in the mail saying don't know about it, get it, just trying to check the status if you guys received it just continue it.
[AGENT][NEUTRAL] OK, so you have um submitted some continuing disability information and you're wanting to verify if it was received.
[CUSTOMER][NEUTRAL] Yes, please, uh huh, because usually I just did them. I just printed them off and did them usually I get some like some copies in the mail to send, but I ain't received nothing in the mail. I was thinking that seeing is everything OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, yes, sir, I can check that for you. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your policy number please?
[CUSTOMER][NEUTRAL] Uh, I'm sorry, what did you say?
[AGENT][NEUTRAL] Your policy num, what is your policy number?
[CUSTOMER][NEUTRAL] Uh, 2
[CUSTOMER][NEUTRAL] 244456-6
[AGENT][NEUTRAL] OK, thank you. Give me a couple of moments to get your information pulled up and then I will have to verify several things with you first for security and also any information that is provided will be a verification of benefits and not a guarantee of payment. So first off, Mr. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then also your home mailing address, please.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number on file for you is the same as the one you gave me, so that is your best contact number, is that correct? OK, and then lastly your email address.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, give me just a moment, Mr. [PII], to look at a few things.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, so now, Ms. [PII], I do see that there were 2 things.
[AGENT][NEUTRAL] They were uploaded on yesterday or that was received yesterday and those are in line for review. That has not been reviewed, so I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] At this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was just checking the status on that. That's about, that's all you see on that. I appreciate it, you know, usually they send out some mail or something.
[AGENT][NEUTRAL] Yes, I do see that.
[CUSTOMER][NEUTRAL] Or something, but I just do it on the day a month.
[AGENT][NEUTRAL] Now, on the
[AGENT][NEUTRAL] Well, now, on the claim that was most recently process and again you can see this information in your online service center portal. The, the claim that was processed on [PII], that would be viewable and you should be receiving, you just haven't had enough time yet for that to have been received. Yeah, but you can, you can log in and you can see all of that, but the information.
[CUSTOMER][NEUTRAL] Oh, OK, sorry, my bad. Alright, alright, thanks.
[CUSTOMER][NEUTRAL] I can log in and see it.
[AGENT][NEUTRAL] Uh-huh. In your portal.
[CUSTOMER][NEUTRAL] OK. OK. OK.
[AGENT][NEUTRAL] Cause that's how you're uploading this information to us, correct? It looks like it is.
[CUSTOMER][NEUTRAL] Yeah, OK, and they have other stuff in there, yep, I am.
[AGENT][NEUTRAL] Mhm. And so you should be able to see the status in your EOB on the most recent claim that was processed. But again, because I went through processing on the [PII], you just haven't had time to, you know, receive it in something in the, in the mail yet. But um, yes, sir.
[CUSTOMER][POSITIVE] Yes I am. Yes I am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It's new to it all. I'm sorry.
[AGENT][NEUTRAL] Oh, no, no worries at all. Anytime you have any questions, you're welcome to call us, but I just wanted to make sure that you did know that you can access your information as well. And then I think, let me look at one other thing.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And so you have opted in for text notification alerts, so once the claim has been reviewed, you may not can see the status in the portal yet, but you should receive a text or text notification rather that's letting you know that the claim has been processed.
[CUSTOMER][POSITIVE] Alright alright thanks I appreciate it.
[AGENT][POSITIVE] Well, you are very welcome.
[CUSTOMER][NEUTRAL] You never see that. Never have. OK, alrighty.
[AGENT][NEUTRAL] Huh, OK. Well, is there anything else I could help you with this morning, Mr. [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] That'll be it thank you.
[AGENT][POSITIVE] Well, you're welcome and thank you again for calling APL. I hope you have a very nice day.