AccountId: 011433970860
ContactId: c41bd4fe-0a33-4db7-9935-f9a450064da5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344859 ms
Total Talk Time (AGENT): 125152 ms
Total Talk Time (CUSTOMER): 114455 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/c41bd4fe-0a33-4db7-9935-f9a450064da5_20250220T20:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes. Um, I had a question. I just filed a claim. I'm not even sure if it's been submitted just yet. Um, uh, through my employer, um, I just had a baby, and I wanted to see if, I know there's a two-week waiting period. I wasn't sure if it was a two-week waiting period from when I delivered the baby or when y'all received the paperwork.
[AGENT][NEUTRAL] OK, alright, um, I can help you with your client.
[AGENT][NEUTRAL] Your name and your policy number.
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[CUSTOMER][NEUTRAL] Um, I'm not sure what my policy number.
[AGENT][NEUTRAL] What I'm sorry I didn't catch that. What was your first name?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], you don't know your phone number, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, I, I have my social though.
[AGENT][NEUTRAL] OK, I can look up so.
[CUSTOMER][NEUTRAL] OK, it's um [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and let me read it back [PII]?
[CUSTOMER][NEUTRAL] Yes, sorry it's now but.
[AGENT][NEUTRAL] Yeah, I hear um let me see if I can find it by your social real quick.
[AGENT][NEUTRAL] OK, it's calling in for us.
[AGENT][NEUTRAL] OK, Ms. [PII], on which policy did you find? You a group accident, group term life, and a short term disability? Which one you filed the claim on?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, a short term disability.
[AGENT][NEUTRAL] OK. Let me look real quick.
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you ma'am for security reason and give me your address.
[AGENT][NEUTRAL] Email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Um, my address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] In my email
[CUSTOMER][NEUTRAL] Uh, I believe it's my personal, it's um [PII].
[AGENT][NEUTRAL] And then one last verification, can you give me your phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much and if our call gets dropped is a good number to call you back?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so looking, um, at your policy, I do not see, um, a claim has been filed yet, so the week from she went on.
[AGENT][NEUTRAL] Put you on [PII] and.
[AGENT][NEUTRAL] And then you can file the claim we receive the claim, it takes 7 to 10 business days to process.
[CUSTOMER][NEUTRAL] OK, and then, um, so if it was to get accepted, um, would it like be
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Would there be a 2 week waiting period or since it's been 2 weeks since I've been out of work, would that?
[AGENT][NEUTRAL] Well, it would be the day that the doctor put you on disability.
[CUSTOMER][NEUTRAL] Oh, got you. OK, OK, that makes sense. OK, I just wanted to double check and make sure I wasn't.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yes, I understand. Congratulations on your baby.
[CUSTOMER][POSITIVE] Oh, thank you so much.
[AGENT][NEUTRAL] You're welcome. Is this your first baby?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, so you're new mama. I'm so proud for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, Ms. [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, no, that was it.
[AGENT][NEUTRAL] OK, you have.
[AGENT][POSITIVE] Have a blessed day, Ms. [PII]. Thank you for calling.
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][POSITIVE] Thank you. You too.