AccountId: 011433970860
ContactId: d1e623bc-89be-49ec-b5e4-f14bde8083a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198279 ms
Total Talk Time (AGENT): 91493 ms
Total Talk Time (CUSTOMER): 96091 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/d1e623bc-89be-49ec-b5e4-f14bde8083a8_20250106T23:14_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], this is [PII] in customer service. How are you?
[AGENT][NEUTRAL] I'm well, [PII] how are you?
[CUSTOMER][NEUTRAL] I'm fine, dear. I'm fine, thank you, ma'am. Miss [PII], I have policy number 2294186 [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I did verify her information.
[CUSTOMER][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 those.
[AGENT][NEUTRAL] OK, sure, you can send her over.
[CUSTOMER][NEUTRAL] Alright, so she is verified and uh I did she's calling from the number that we have on file.
[AGENT][POSITIVE] OK, good deal.
[CUSTOMER][POSITIVE] OK. Thank you, dear. Have a good day.
[AGENT][POSITIVE] Thank you you as well.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hey [PII]
[CUSTOMER][NEUTRAL] Uh, she said she was, hey, I was just trying to check the status of um.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Of, uh, my information that was uh.
[CUSTOMER][NEUTRAL] Submitted to you guys on the [PII] for the disability. I had to send in additional information and I'm just trying to see if I already uh updated it or whatever.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure, I could take a look at that and I do have your policy information in front of you and I'm speaking with Ms. [PII], right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so yep, I do show that we received claim information on the [PII]. Let me just take a look at that.
[AGENT][NEUTRAL] And it looks like the employer's portion of the claim form, which is what we were requesting. So yeah, we have it on file, so it'll typically take 7 to 10 business days from the date received, which was the [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, OK. I just thought maybe they had went on and did what they need to do. We're looking at them little bitty numbers and stuff.
[AGENT][NEUTRAL] Mm, understood, yeah, but the claims are processed and uh date order in which they're received. So usually it's, it's well before that 7 to 10 time frame, but we just allow such depending on the claim volume but um it is on file and it's in line to be processed.
[CUSTOMER][POSITIVE] OK, no worries well I appreciate you.
[AGENT][POSITIVE] No problem, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mm mm, so you said 7 to 10 days from the [PII] business day.
[AGENT][NEUTRAL] Yes, yeah.
[CUSTOMER][NEUTRAL] But that from today.
[CUSTOMER][NEUTRAL] Excuse me from thank.
[AGENT][NEUTRAL] Yeah, pretty much.
[AGENT][POSITIVE] That is correct, yeah, today would be the first business day.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm, I'm sorry, excuse me for sneezing. OK, so we won't know nothing until around about [PII] if they get to it before then, but that would be the.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yeah, sometime next week.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh that's fine, thank you so much.
[AGENT][POSITIVE] No problem, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, you've been most helpful.
[AGENT][POSITIVE] Alright, good deal. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Yes ma'am, you do the same.
[AGENT][POSITIVE] Thanks bye.