AccountId: 011433970860
ContactId: cae99b3e-6780-4b71-b938-31ee36ceb830
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275190 ms
Total Talk Time (AGENT): 119471 ms
Total Talk Time (CUSTOMER): 125078 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/cae99b3e-6780-4b71-b938-31ee36ceb830_20250623T22:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm just calling to see if um I'm on the policy um a beneficiary on my husband's policy. I was just calling actually to see if the paperwork has been submitted yet for short-term disability.
[AGENT][NEUTRAL] OK, so we're just needing to check on that claim information if it had been received.
[CUSTOMER][NEUTRAL] Right, right, yeah, I, I think that it just got, I think it got, I, it was faxed on Friday and it said it went through, but I just wanna make sure because it was supposedly faxed earlier in the week and then then it didn't go through.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh, I see. OK, yes, so I will say if it was just sent on Friday then it's possible it's not been reflected in the system yet. It can take about 24 to 48 business hours, so we'll definitely take a look at that and see if that's been received. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII] and it's [PII], and I'll spell the last name. It's [PII]
[CUSTOMER][NEUTRAL] And my husband's name is [PII]. His first name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK thank you and then just in case we are disconnected can I get a good call back number from you [PII]?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Oh, no, I do, uh, let me think if I got it.
[CUSTOMER][NEUTRAL] Um, no, no.
[CUSTOMER][NEUTRAL] Let me see if I got it in my planner here.
[CUSTOMER][NEUTRAL] I left all the folder at home cause
[AGENT][NEUTRAL] It's OK. Um,
[AGENT][NEUTRAL] That's OK, um, this was for [PII], correct?
[CUSTOMER][POSITIVE] Yeah, let's see. Oh, I do have it. I do have it. I, actually, I have it. I do have it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Awesome, OK.
[CUSTOMER][NEUTRAL] It is 223.
[CUSTOMER][NEUTRAL] 5855.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright and then just gonna verify some information really quick uh let's see, can I go ahead and get uh your date of birth, [PII]?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you and then can I get the mailing address that we've got on file for you?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Perfect, thank you so much for that. OK, so I do show that we did receive some claim information on [PII], so that would have been Friday, uh, and it is currently being processed, but it can take about 7 to 10 business days for claim information to complete processing. It may not take quite that long, but you know, just that's gonna like worst case scenario, um, but I do see that we've received it, so yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, that was the main thing and I don't remember, I don't recall seeing seeing on the paperwork, um, you, you must mail out checks then, right? It doesn't go directly to our, it can't go directly to our account?
[AGENT][POSITIVE] It can y'all can absolutely set up direct deposit um let me see, I think we've got direct deposit set up.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Oh, do you? OK.
[AGENT][NEUTRAL] Yeah, it does look like we have banking information for direct deposit.
[AGENT][NEUTRAL] So in that case, once it's completed processing, I would, you know, it really does depend on the bank of course they're all very different, but I would say no longer than about 2 to 3 business days after it's completed processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, OK, yeah, the last four on the checking should be like [PII].
[AGENT][POSITIVE] Yes, that's exactly what I've got it.
[CUSTOMER][POSITIVE] Oh perfect perfect OK yeah I didn't remember seeing that on the forms and that so and I I thought oh I better ask about that.
[AGENT][POSITIVE] Yeah, well, there are that might have been a different form, sure, yeah, absolutely I always recommend doing that it's much quicker and safer than a paper check, I feel like.
[CUSTOMER][POSITIVE] Absolutely, yeah, absolutely. Well, thank you, [PII]. I, I appreciate it. I just kinda wanted to check on that. Thank you so very much.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely you are very welcome. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.