AccountId: 011433970860
ContactId: be75ccfc-21f9-4ec0-aa11-843ce6d33ea8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346059 ms
Total Talk Time (AGENT): 154411 ms
Total Talk Time (CUSTOMER): 121277 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/be75ccfc-21f9-4ec0-aa11-843ce6d33ea8_20250328T15:55_UTC.wav
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[AGENT][POSITIVE] Good Morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, good morning. My name is [PII].
[CUSTOMER][NEUTRAL] I'm, I'm a member of the, I'm calling to.
[CUSTOMER][NEUTRAL] To, to, to a claim of uh disability claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can help you with that. And Mr. [PII], do you have your policy number available?
[CUSTOMER][NEUTRAL] Yes ma'am, my policy number is 02432636.
[AGENT][NEUTRAL] 2636.
[CUSTOMER][NEUTRAL] 2636.
[AGENT][NEUTRAL] All right, thank you, sir. And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, my call back number would be [PII].
[AGENT][NEUTRAL] Thank you. And do you mind verifying your current mailing address?
[CUSTOMER][NEUTRAL] My, my mailing address is [PII] zip [PII].
[AGENT][NEUTRAL] All right. Thank you, Mr. [PII]. I've got your disability policy pulled up and I do see that we received a document yesterday.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it is in line to be processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just, I just wanna know if, if you have received it and everything is correct.
[AGENT][NEUTRAL] Let me take a quick look real quick, see what they're needing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Bear with me just one second, let me get that pulled up and we can take a look at it for you.
[CUSTOMER][NEUTRAL] OK ma'am.
[AGENT][NEUTRAL] You're doing all right today?
[CUSTOMER][POSITIVE] Yes, ma'am. I'm doing pretty good. Thank, thank God. How are you doing?
[AGENT][POSITIVE] I'm doing well, thank you for asking.
[AGENT][POSITIVE] Oh, it's a pretty day where I am. I hope you're having a pretty day too.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Oh yes, we have a beautiful day here in [PII].
[AGENT][POSITIVE] Oh, yeah, that's right. You're in [PII], but it's nice and warm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh yeah, warm outside.
[AGENT][POSITIVE] Yeah, I'm ready for it.
[CUSTOMER][NEUTRAL] From
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Summer and warmer weather. Let's see, got the claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just looking at the documents we received.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Give me just one second.
[AGENT][NEUTRAL] And I am showing that paperwork from your doctor, included on this.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, so it looks like we did receive that document and it is in line to be processed.
[CUSTOMER][NEUTRAL] OK man, sounds good then. How long will it take to process?
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] And you know the benefits are released around the [PII] of every month?
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] But to process this claim, normally around 7 to 10 business days, sometime sooner.
[CUSTOMER][NEUTRAL] Oh man, I hope it could be sooner because I'm going back to work. I plan on going back to work on the [PII] of.
[CUSTOMER][NEUTRAL] Of April and I need to get it.
[CUSTOMER][NEUTRAL] Sit up before I go back out to, to my job, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, and that won't you being back at work will not affect the processing of the claim, so you should be fine.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright then I would, I would keep it checking back on the.
[CUSTOMER][NEUTRAL] I'll call you back on Monday then it's like yeah.
[AGENT][NEUTRAL] Yes, sir Monday or or Tuesday would probably be better to give her a couple of days to see if she can get that processed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, because I need it, I need to pay my bill, you know, I want, I want to get my bill cleared up before I go back, you know, if possible.
[AGENT][NEUTRAL] Yeah, and I understand it's hard to pay bills when you don't have income.
[CUSTOMER][NEUTRAL] Yeah, I know, uh, you know.
[AGENT][NEUTRAL] Yes, that is true. I've been there. I do know. Yes, sir.
[CUSTOMER][NEGATIVE] Yeah it's not easy, it's not easy.
[AGENT][NEGATIVE] It is not easy, not at all. It's very stressful.
[CUSTOMER][NEGATIVE] It's stressful.
[AGENT][NEUTRAL] It sure is.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Yeah, I've been, I've been off of off of paying now for 4 months, so.
[CUSTOMER][NEUTRAL] You know how that go.
[AGENT][NEUTRAL] Yeah, I do. Well, I was out for 3 months, so I, I kinda understand what you're going through.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And I didn't have a disability policy. I just had to scrape and have faith.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, well, I can imagine.
[AGENT][NEUTRAL] Exactly. Well, Mr. [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] That'd be all for now. That'd be all for now. Thanks for your help.
[AGENT][POSITIVE] Well, thank you.
[AGENT][POSITIVE] It's been a pleasure and thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] OK, you too. Bye-bye.
[AGENT][POSITIVE] All right, thank you, sir. Take care bye bye.
[CUSTOMER][NEUTRAL] You too bye.