AccountId: 011433970860
ContactId: cc91eb97-522e-4851-ad76-9db0dcc52787
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339359 ms
Total Talk Time (AGENT): 181595 ms
Total Talk Time (CUSTOMER): 137318 ms
Interruptions: 3
Overall Sentiment: AGENT=3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/cc91eb97-522e-4851-ad76-9db0dcc52787_20250415T16:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello there, my name is [PII], and I am trying to check the status of my disability claim.
[AGENT][NEUTRAL] OK, I can check on that claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I can give you my social.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] And then I'm sorry, what was your last name?
[CUSTOMER][NEUTRAL] My
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, there we are and then uh just gonna verify some information really quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] It is gonna be [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. Looks like it is a Yahoo account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying that information. OK, so I see that we've received some claim information we got some on [PII] and then quite a bit on today [PII], and all of that is currently in line for processing, so it has been received, has not finished processing yet. It can take about 7 to 10 business days for claim information to process.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That you can look, uh, check the status on the website or of course you're more than welcome to give us a call to check on it as well. It may not take quite the 7 to 10 business days, but that's usually a safe, yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so you did get the information from the portal this morning then?
[AGENT][POSITIVE] Absolutely I'm showing that we've received uh quite a bit uh today via the website.
[CUSTOMER][NEUTRAL] That that is me. I am, I, I, I didn't know what I was doing. I'm not computer friendly, so you probably got more than what you need and double of the same thing.
[AGENT][POSITIVE] That you know what it's better to have more than not enough. We can sift through all of that and pick out what we need that is there is nothing wrong with that.
[CUSTOMER][POSITIVE] OK, great. That's I've been, I've been doing this for like a month now.
[AGENT][POSITIVE] Oh my goodness, I know it can, it can be a lot, especially with the disability.
[CUSTOMER][NEUTRAL] I mean, yes.
[CUSTOMER][NEUTRAL] Yes, and so I'm just, I, I'm, I'm at, I mean the.
[CUSTOMER][NEGATIVE] The landlord is like, OK, I need my rent money. I need my rent money. And I really
[AGENT][POSITIVE] Oh my goodness, yes.
[CUSTOMER][NEUTRAL] And I really thought that I was on top of everything because I had the surgery on um [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's how long I've been dealing with this since like the, the, the 20.
[AGENT][NEUTRAL] Dang, yeah, just about a month.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Oh my goodness. Well, hopefully we can get it all processed for you pretty quick um and then you will be good to go again too much information is better than not enough, so that's usually what takes so long if we're missing something, you know, it takes that much longer to process, so.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. Perfect, perfect, and I'll just check back in a few days and see how everything is going because I don't know, they said it was in processing before and then I was like, OK, well, let me just send this information in and you probably don't even need that information. I don't know if it just kind of messed it up, you know, put it back to square one or.
[AGENT][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] Because I for a while we were needing the employment verification.
[AGENT][NEGATIVE] Oh, no.
[AGENT][NEUTRAL] Yeah, again, if it even if it's something that we don't need that is perfectly fine again we can just sift through what we do need and you know I would say there's never too much if, if, you know, make sure it's safe.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yes, OK, well perfect well I'll just check back in a few days and see how everything is going, but like if I log on to the portal it'll say?
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] It should absolutely um.
[CUSTOMER][NEUTRAL] If the claim has been approved? OK.
[AGENT][NEUTRAL] Yes, and now sometimes it really depends the wording on certain things can be confusing, so of course if you do need clarification on anything, more than welcome to give us a call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] And would you guys give me a call even if it's approved?
[AGENT][NEUTRAL] We don't generally
[CUSTOMER][NEUTRAL] Would you guys give me a call if it was approved? Oh, OK.
[AGENT][NEUTRAL] No ma'am, we don't generally call um whether you know once it's been processed.
[CUSTOMER][NEUTRAL] OK, so it's just something that I have to keep checking on.
[AGENT][NEUTRAL] Yeah, depending on how you have uh the settings set up, uh, whenever you created the account it's possible you might receive text messages um of course we would also could send something out in the mail, um, but I would say especially with this being just today, but you, you did, well, we have received information on the [PII] as well, so I would again just keep up with that website but maybe give us a call back on like Friday, you know, it's we may not have an update but you know you could kind of see where it's at.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, most definitely. OK. Well, thank you so much.
[AGENT][POSITIVE] All right, yeah, of course, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] All [PII]. You have a great day.
[AGENT][POSITIVE] You too thank you bye bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.