AccountId: 011433970860
ContactId: c439af03-4d03-4d8c-bc34-7a0da91dee13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377279 ms
Total Talk Time (AGENT): 175821 ms
Total Talk Time (CUSTOMER): 137334 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/c439af03-4d03-4d8c-bc34-7a0da91dee13_20250106T23:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], can you check something for me on the disability side please?
[AGENT][NEUTRAL] OK, who have I got on the phone?
[CUSTOMER][NEUTRAL] This is [PII] at [PII].
[AGENT][NEUTRAL] OK,
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], can you give me your policy number? I'm sorry, I thought you were a colleague.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, policy number is 229-4186.
[AGENT][NEUTRAL] Thank you. Give me just a moment, let me pull your information up.
[AGENT][NEUTRAL] Alright, so let's see, Miss [PII], real quick, can we verify your uh date of birth, and we'll go back over your address one more time.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Address is [PII]. Go ahead.
[AGENT][NEUTRAL] No I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you ma'am and just the last bit of information may we verify your phone number and then your email address.
[CUSTOMER][NEUTRAL] Email is uh [PII]. Phone number [PII].
[AGENT][POSITIVE] Excellent, thank you, ma'am. Everything does match and you're going to check on something on your disability, is that correct?
[CUSTOMER][NEUTRAL] Yeah, uh, yes ma'am, I had to send in a corrected, uh, well.
[CUSTOMER][NEUTRAL] The employee verification information for them because I had originally sent it on [PII] and you guys sent a letter back saying that it wasn't complete and once you all received the completed documentation then they would uh.
[CUSTOMER][NEUTRAL] Reach out to me or whatever or send something back, but I was just trying to follow up because it shows that you all received it either Thursday or Friday, and I know today is Monday and it's probably a whole lot, but I was just checking.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] I'm not showing that anything's been received just yet. Um.
[CUSTOMER][NEUTRAL] It's tell me and tell me that they had received it.
[AGENT][NEUTRAL] Who told you they received it?
[CUSTOMER][NEUTRAL] Uh, yeah, [PII] just send me a message. Hold on, I'm gonna tell you exactly what it says.
[CUSTOMER][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] Well, let me tap through the notes here. Maybe I don't have the most recent notes pulled up.
[AGENT][NEUTRAL] OK, last notes I see it's [PII].
[AGENT][NEUTRAL] See if anything in our system.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] At [PII] it says your claim and or additional information has been received. You'll get a text message when your claim review begins. Log in to view your status and so when I logged in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 13.
[CUSTOMER][NEUTRAL] Let's see what it says. It don't say nothing.
[AGENT][NEUTRAL] We can't, in customer service, we cannot see any of claims uh of any of their notes.
[AGENT][NEUTRAL] Uh, due to HIPAA, so that may be what it is, Ms. [PII]. I'll gladly place you through to the, uh, benefits claims department if you'd like to speak with someone over there.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Yes ma'am, that's fine.
[AGENT][NEUTRAL] OK, before I do, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No ma'am, you've been most helpful. If I wanted to apply for a yeah, y'all work from home.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Well, we, they, we have emergency crews where we can work from home during emergency times.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, OK, I was just trying to see, I wanna work from home, so I was just trying to see. I don't wanna work.
[CUSTOMER][NEUTRAL] This part time.
[AGENT][NEUTRAL] OK, well you can always reach out online and uh you know, fill out an application and see what they offer you.
[CUSTOMER][NEUTRAL] Yeah, what I do is just go to [PII].
[AGENT][POSITIVE] I'm really, to be honest with you, I've been here for almost 25 years, so I'm not, things have changed so much. I would think so.
[AGENT][NEUTRAL] I would think there would be a place once you went into our website that, you know, that you click off maybe to for employment, but uh uh I, I really don't know anymore. It's been a long time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's fine thank you.
[AGENT][POSITIVE] Just thank you Ms. [PII]. Give me just a moment while I give them all your information so you don't have to go through the verification again. One moment. Yes, ma'am, and thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] OK, I appreciate you.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, Ms. [PII], this is [PII] in customer service. How are you?
[CUSTOMER][NEUTRAL] I'm well, [PII]. How are you?
[AGENT][NEUTRAL] I'm fine, dear. I'm fine, thank you, ma'am. Miss [PII], I have policy number 2294186 [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I did verify her information.
[AGENT][NEGATIVE] And she apparently has, she needs some assistance with this CI and we cannot see any of your notes. She apparently got a confirmation that something was received. I was like, oh, get it for claims. OK, we can't see thos[PII]
[CUSTOMER][NEUTRAL] OK. Sure, you can send her over.
[AGENT][NEUTRAL] Alright, so she is verified and uh I did, she's calling from the number that we have on file.
[CUSTOMER][POSITIVE] OK, good deal.
[AGENT][POSITIVE] OK. Thank you, dear. Have a good day.
[CUSTOMER][POSITIVE] Thank you, you as well.
[AGENT][POSITIVE] Thank you. Bye-bye.