AccountId: 011433970860
ContactId: c16e9f00-c47d-4ad5-9e17-c9e639573f85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238699 ms
Total Talk Time (AGENT): 126762 ms
Total Talk Time (CUSTOMER): 79062 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/c16e9f00-c47d-4ad5-9e17-c9e639573f85_20250109T16:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi. Uh, so I was calling to check on my
[CUSTOMER][NEUTRAL] Disability claim for this this month.
[AGENT][NEUTRAL] OK, no, sure, I can assist you with claims. May I have the policy number?
[CUSTOMER][NEUTRAL] Yes, 216-589-3.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have your name and date of birth for security?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. And I need to verify the mailing address, email address, and a callback number.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh let's see where we are with the claim.
[AGENT][NEUTRAL] OK, let me look at this um.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Says it's processed.
[AGENT][NEUTRAL] One month.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, um, let me check and see what, what are we waiting for, OK, which usually they are processed around the [PII], so that may be it, but let me just check. OK. Um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, the website says something, but I'm making sure.
[AGENT][NEUTRAL] Yeah, uh, they touched it, um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Two days ago and that's why they said process um let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so it says um the claim submitted was incomplete. In order for additional consideration to be given to your claim, please have your physician complete the physician portion of the claim form entirely.
[CUSTOMER][NEUTRAL] Yeah, I don't know if I didn't check the website, they wouldn't have told me.
[AGENT][NEUTRAL] Yeah, we send the you'll be on the [PII], which it was yesterday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is that because it's the new year, or?
[AGENT][NEUTRAL] Um, it's just requirements whenever, uh, you continue this ability, we just need to update the information, um, so they're just asking for the physician portion to be filled out again.
[CUSTOMER][NEUTRAL] Probably because I ain't done it in about 4 months, probably 4 or 5 months I think.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] was doing it monthly and then they didn't need it.
[AGENT][NEUTRAL] Yeah, yeah, it's, um, whenever they um they ask for it again, that's when you send it in, um, if they have the information they need to process, they will not ask for it, but in this case they need to verify again so they're just asking for that information to be sent before we make a determination and make a payment. So if you can get that information as soon as possible, um, maybe we can get you ready for the [PII] of this month, but right now we just need that information in order to process.
[CUSTOMER][NEUTRAL] OK. All right. That's why I was calling to make sure cause I, for some reason, I listed view files or whatever on the website and said it needed that. I'm like, what? Didn't need that before.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Mhm, yes, let's do it today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] OK. All right, thank you.
[CUSTOMER][NEUTRAL] Now, that's, it's better to know it now than the [PII] when my rent was already late.
[AGENT][NEUTRAL] Well you.
[AGENT][POSITIVE] Oh yeah, we just processed it takes 7 to 10 business days. Alright, well thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK. All right. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.