AccountId: 011433970860
ContactId: be26b0b0-5507-49c2-8008-5ec3fd5667a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410540 ms
Total Talk Time (AGENT): 110993 ms
Total Talk Time (CUSTOMER): 117679 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/be26b0b0-5507-49c2-8008-5ec3fd5667a7_20250611T18:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my name is [PII], and um, I was reviewing my emails and I got an email saying that y'all need an HI 10, um, on me for my claim, um, for my, um, getting hurt on the airplane from my injury.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, I can help you with claim status. Oh, go ahead.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, that what do you need from me in order to check this?
[AGENT][NEUTRAL] No, I just need a good callback number and then I'll get your policy number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hold on, let me look at it, hopefully it's on this uh letter that I received. Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the policy number is um.
[CUSTOMER][NEUTRAL] Make sure that's it.
[CUSTOMER][POSITIVE] OK, I think this is the right one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02268324
[AGENT][NEUTRAL] 202-268-324, correct?
[CUSTOMER][NEUTRAL] I think that's it.
[CUSTOMER][NEUTRAL] OK, 02268324.
[AGENT][NEUTRAL] Alright, give me just one moment.
[AGENT][NEUTRAL] And I mean, can I get you to verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] I'm sorry, dear.
[AGENT][NEUTRAL] Uh, the address that we have on file for you?
[CUSTOMER][NEUTRAL] I didn't hear.
[CUSTOMER][NEUTRAL] Uh, my address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thank you so much for verifying that with me.
[AGENT][NEUTRAL] Alright, and do you, and you were looking up for a claim. Do you have the claim number with you?
[CUSTOMER][NEUTRAL] Uh, hold on a second.
[CUSTOMER][NEUTRAL] You know
[AGENT][NEUTRAL] Or what I can also look it up by date of service.
[CUSTOMER][NEUTRAL] Um, 348-311-6.
[AGENT][POSITIVE] OK, I found it right here.
[CUSTOMER][NEUTRAL] Uh, you said you were waiting on a HI 10.
[AGENT][NEUTRAL] Give me just a moment to check on it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I've had to
[CUSTOMER][NEUTRAL] At 2 surgeries and I just saw that, so I don't know.
[AGENT][NEUTRAL] Yes, it looks like we need the most current HI 10 form. It's provided through your employer. The claim will be inactive until we get that, so it's not, yeah, so it's not denied or um approved yet. We're just waiting on that form from the employer.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and on the policy, um, would this be a lump sum or would it be a um payment a month?
[AGENT][NEUTRAL] Alright, let me look into that.
[AGENT][NEUTRAL] Give me just a moment while I pull up your policy and look that up for you.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] It looks like it is a monthly disability benefit.
[CUSTOMER][NEUTRAL] OK, and um.
[CUSTOMER][NEUTRAL] How much?
[AGENT][NEUTRAL] Um, and this is just a verification of benefits, not a guarantee of payment. If it was off an off the job injury, it looks like, um,
[AGENT][NEUTRAL] Your disability benefit will be uh the amount elected, which is $3000.
[AGENT][NEUTRAL] If it's due to an illness.
[CUSTOMER][NEUTRAL] And this was
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] It's on the job. It's on the job.
[AGENT][NEUTRAL] Right, on the job injury, um, your disability benefit will be $500.
[CUSTOMER][NEUTRAL] Per month or total?
[AGENT][NEUTRAL] Uh, monthly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Let me get this to you. I just, I just saw this and I've been.
[CUSTOMER][NEUTRAL] Having to surgeries and everything and I just saw this and I was like, oh God. OK.
[CUSTOMER][POSITIVE] I'll get the information to you as soon as possible.
[AGENT][NEUTRAL] Right, and we don't have timely filing limits, um, so just send it in whenever you're able to, and we will get that processed, um, allow processing anywhere between 7 to 10 business days depending on how long it is, OK?
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, not at this time. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You too bye bye.