AccountId: 011433970860
ContactId: d65d1727-deed-4b06-8da8-193d0067874c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308920 ms
Total Talk Time (AGENT): 150476 ms
Total Talk Time (CUSTOMER): 95500 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/d65d1727-deed-4b06-8da8-193d0067874c_20250210T13:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I was um wondering if there's anything else I need to do for my claim.
[AGENT][NEUTRAL] OK, so you're the insured and you have filed a claim that you're wanting to check status on, is that correct?
[CUSTOMER][NEUTRAL] Well I already got approved for it. I'm just continuing like I just had to send in.
[CUSTOMER][NEUTRAL] My stuff
[CUSTOMER][NEUTRAL] To continue because I'm out for 3 months.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yes ma'am. Well, I can help you with this, and who am I speaking with please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Miss [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what is your policy number please, Ms. [PII]?
[CUSTOMER][NEUTRAL] 340. 0 no, that's my claim. I'm sorry.
[AGENT][NEUTRAL] No, I was gonna say that that's OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, I think it's 2.
[CUSTOMER][NEUTRAL] It's uh let me get back to it.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] 244-473-5
[AGENT][POSITIVE] OK, Miss [PII], thank you very much. One moment please.
[AGENT][NEUTRAL] And Miss [PII], any information that I do provide for you today would be a verification of benefits, not a guarantee of payment. I will need to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your excuse me, your home mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number we have for you on file is the same as the one you gave me so again that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you and lastly your email address please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. All right, so just a moment.
[CUSTOMER][NEUTRAL] Now if I've already been approved for my doctor's note for my claim, why wouldn't I be able to find out if I'm receiving money or anything on the [PII]?
[AGENT][NEUTRAL] OK, give me just a moment because I can see the last payment that was issued was in [PII]. OK, give me a moment to look at a couple of things if you don't mind, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so on the most recent information that was uh that I see in the system for you, it just says paid after [PII] because we only pay the disability claims around the [PII] of the month. I see where you and I have spoken also before, Ms. [PII]. I thought your name was familiar.
[AGENT][NEUTRAL] Benefits pending and will be released after the [PII] of the month is the remark on the claim.
[AGENT][NEUTRAL] It was reviewed on [PII].
[CUSTOMER][NEUTRAL] I thought, I don't have to do anything else this round.
[AGENT][NEUTRAL] No, ma'am. No, ma'am. It does not appear that you need to do anything else.
[CUSTOMER][NEUTRAL] OK. I was just making sure.
[AGENT][NEUTRAL] Yes, ma'am. Just each month that you're out, you know, you have to send in, as we discussed your section of the claim form unless for any reason there's any change.
[CUSTOMER][NEUTRAL] Well, I already did.
[AGENT][NEUTRAL] Right, which is
[CUSTOMER][NEUTRAL] You see where I did.
[AGENT][NEUTRAL] Yes, ma'am. And that's why it says this, we received it, but benefits are pending. It says they're pending and they will, will be released.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, I didn't know if you received it for this month or not. I was just, when you said that, I was just making sure you did receive it on the [PII].
[AGENT][NEUTRAL] Yes ma'am, it does look like we received it on, it looks like you uploaded it into the online service center on the [PII].
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][POSITIVE] OK, then. Well, thank you so much.
[AGENT][POSITIVE] OK. Absolutely. You're very welcome, Ms. [PII]. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well, thank you so much for calling APL and I hope you have a very nice day.
[CUSTOMER][POSITIVE] You too, thank you.