AccountId: 011433970860
ContactId: d5a959d5-fe7d-40fc-8015-5959d8f0399d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166580 ms
Total Talk Time (AGENT): 66362 ms
Total Talk Time (CUSTOMER): 94253 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/d5a959d5-fe7d-40fc-8015-5959d8f0399d_20250313T16:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling [PII]. speaking. May I help you?
[CUSTOMER][NEGATIVE] Yeah, I'm calling checking on my uh latest uh claim. I've gotten paid for my first one and the second one it just says pending. It's been that way for days and when I click on it it says that they're unable to retrieve my files and to try again later.
[AGENT][NEUTRAL] OK, well I can verify.
[CUSTOMER][NEGATIVE] There's a little icon pops up and then it goes away.
[AGENT][NEUTRAL] OK, well, I can verify your claim status for you. And your name is?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] You want the claim number or you wanna go with the policy number first?
[AGENT][NEUTRAL] Uh, policy number, please.
[CUSTOMER][NEUTRAL] It that would be 228-363-9.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEGATIVE] I would have called again sooner but I just went through another round of chemo and I didn't feel like talking to anybody.
[AGENT][NEUTRAL] Oh no, I understand that.
[CUSTOMER][POSITIVE] So I feel good enough now to.
[CUSTOMER][NEUTRAL] At least yeah.
[CUSTOMER][NEUTRAL] Oh I can talk.
[AGENT][NEUTRAL] Yeah, that chemo is no joke. It, I'm sure it wears you out.
[CUSTOMER][NEGATIVE] Oh yeah, it's rough, it's rough, yes it is.
[AGENT][NEUTRAL] No, I understand. Uh, Mr. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] [PII]. I live at [PII].
[CUSTOMER][NEUTRAL] And what's the other thing you need?
[AGENT][NEUTRAL] Email.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Tester, OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And let's see, you say you're calling about a claim. Are you showing claim number 3,571,360?
[CUSTOMER][NEUTRAL] That would be it.
[AGENT][NEUTRAL] OK, and let me see.
[CUSTOMER][NEGATIVE] Last time I got stalled out for a few weeks because evidently one of my scans didn't scan right and and nobody told me what the problem was. They just said they can't read. I'm like can't read what?
[CUSTOMER][POSITIVE] Finally I called and was able to send it again direct and she actually showed me what showed up there and I'm like I have no idea how that got that way.
[AGENT][NEUTRAL] OK, and this looks like for uh disability policy?
[CUSTOMER][POSITIVE] Never had that problem before.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK. Well, it looks like it's just pending to around the [PII] of each month if it's a continuing disability, that's when they process it. So it should be processed tomorrow if not Monday.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK
[AGENT][NEUTRAL] But more likely tomorrow.
[CUSTOMER][NEUTRAL] OK, that's all I need to know.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] That's all I needed to know so I figured if.
[AGENT][POSITIVE] A good deal.
[CUSTOMER][NEUTRAL] You know, keep people in the loop that way keeps chaos at bay.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][POSITIVE] So alrighty well if that's the case then uh I'll let you roll thank you.
[AGENT][POSITIVE] Alright, you're welcome and thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright thanks bye bye.
[AGENT][NEUTRAL] Bye.