AccountId: 011433970860
ContactId: ca563d06-f6e2-4a7e-9850-a919279c0052
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196300 ms
Total Talk Time (AGENT): 108195 ms
Total Talk Time (CUSTOMER): 56114 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/ca563d06-f6e2-4a7e-9850-a919279c0052_20250416T22:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], how are you doing this evening?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm great. But, I want to check on a claim that I filed.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you. Do you have your policy number?
[CUSTOMER][POSITIVE] Yes ma'am I do. You ready?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It's 224-342-6.
[AGENT][NEUTRAL] OK, let's take a look here.
[AGENT][NEUTRAL] And then if I can get your first and last name and date of birth please.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you, Mr. [PII] and then I need to verify lastly your physical address and email address.
[CUSTOMER][NEUTRAL] It's um [PII] and my address is [PII].
[AGENT][POSITIVE] All right. Thank you so much. OK, let's see here.
[AGENT][NEUTRAL] And this is on the disability, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So I do show that it looks like you submitted a claim on the [PII]. That was a week ago today, it looks like, and then it looks like there was maybe some extra information.
[AGENT][NEUTRAL] Uploaded yesterday.
[CUSTOMER][NEGATIVE] Well, the portal kept messing up. Yeah, cause she said I forgot to sign a piece of paper, and when I was trying to submit it to the portal earlier, it kept saying um not submit it, so I wind up faxing it in.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then that's when they, you know, they got everything but the portal still put like different things out there.
[AGENT][NEUTRAL] That's OK, no worries. I'll just make sure, yeah, I see that here that they, I think that's what they just uploaded probably what you would send in. I'll make sure here.
[AGENT][NEUTRAL] Yeah, OK, so we did receive the additional information. Nothing has been processed at this time it's still showing in progress.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] So, um, you, you may, you may need to give it up.
[CUSTOMER][NEUTRAL] So will it, will it processed for this month?
[AGENT][NEUTRAL] Yeah, so, um, the, the payments do generally go out on the [PII], um, but even though it's past the [PII], the claim would still be processed and paid as soon as it was processed, so you're not gonna have to wait till the [PII] of next month.
[CUSTOMER][NEUTRAL] OK, so it'll come out at any time.
[AGENT][NEUTRAL] Yeah, so hopefully in the next 2 days, um, you know, we only work Monday through Friday and it was received on last Wednesday, so you know we've had it for 5 full business days. They usually say 5 to 7 so I would say hopefully by the end of the week you should see um.
[AGENT][NEUTRAL] It processed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need me to check on anything else for you?
[CUSTOMER][POSITIVE] OK, that's what I want
[CUSTOMER][NEUTRAL] No, ma'am, that'll do it at this time.
[AGENT][POSITIVE] OK, sounds good. Well, thanks for calling APL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][NEUTRAL] Bye bye.