AccountId: 011433970860
ContactId: d6ab4fd7-31b6-4f2e-90e1-f42872f4c513
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403670 ms
Total Talk Time (AGENT): 129123 ms
Total Talk Time (CUSTOMER): 90328 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/d6ab4fd7-31b6-4f2e-90e1-f42872f4c513_20250512T18:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing? My name is [PII], and um I'm a claimant, and I I I had um a few questions I wanna ask about my client.
[AGENT][NEUTRAL] OK. Do you have your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, I don't have my policy number. Would it be because I just, I just got a claim from y'all. Would it be on the paperwork?
[AGENT][NEUTRAL] Uh, it should be, um, should be at the top of the, did you get like an explanation of benefits from us?
[CUSTOMER][NEUTRAL] On the
[CUSTOMER][NEUTRAL] Yeah, something like the uh the policy number that what you're looking for.
[AGENT][NEUTRAL] Yes, policy number, yep.
[CUSTOMER][NEUTRAL] Uh, I think it's 023.
[CUSTOMER][NEUTRAL] 73.
[CUSTOMER][NEUTRAL] 131, I think that's it.
[AGENT][NEUTRAL] And then can I get your date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly I just need your address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, we're checking on a claim, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and was it the, got the payment for the 2,36955?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and how can I help you?
[CUSTOMER][NEUTRAL] I'm trying to see that's home that, that, that was everything for the whole thing for this month too, or how, how do they do it like that in case it's time we get ready to go to work or how do they do it?
[AGENT][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Do they did they pay you?
[CUSTOMER][NEUTRAL] When you out set out uh.
[AGENT][NEUTRAL] Uh, let me pull up the claim real quick.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Uh, give me just one moment, it's pulling it up.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] OK, looks like this is for, um, let's see.
[AGENT][NEUTRAL] Looks like this is paying for 225.
[AGENT][NEUTRAL] Through
[AGENT][NEUTRAL] 4:30, 2025.
[AGENT][NEUTRAL] And then are you still out you are you still off work?
[CUSTOMER][NEUTRAL] Alright, so.
[CUSTOMER][NEUTRAL] Yeah, I'm, I don't go back to work, uh, I think closer to the end of the month, something like that, end of May.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK, looks like, let's see.
[AGENT][NEUTRAL] Let me get you to our claims department and they can help you to see if how it works if you're still off work and um because it says it's paid for the entire disability period, but if you're still off work, we'll probably need more forms. So what do you mind if I get you transferred over to our claims department?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in the care team, and I've got an insured on the line that has questions about a short-term disability claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, policy number is 2373131.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I verified the caller, [PII]. His callbacks, the one on file.
[CUSTOMER][NEUTRAL] OK, and he said he had a question regarding his claim.
[AGENT][NEUTRAL] Yeah, so he said he's still off work and I couldn't tell when I looked at the EOB cause it says that it, it's uh
[AGENT][NEUTRAL] So your disability benefits have been released for the current period of disability.
[AGENT][NEUTRAL] Um, so I didn't know. I, I couldn't tell. Does he need to complete another form or?
[AGENT][NEUTRAL] Um, will he, is he gonna be paid after this point because it looks like he's just paying through [PII].
[CUSTOMER][NEUTRAL] OK, let me just take a look.
[CUSTOMER][NEUTRAL] OK, I can let him know, uh, the code, it says that it will be released up to his return to work date, um, so I'll let him know that.
[AGENT][NEUTRAL] OK, um, I'm gonna transfer him over. I'll introduce you and then um I'll release the call, OK?
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, Mr. [PII], I've got [PII] on the line. She's gonna answer some questions you had about your claim, OK?
[CUSTOMER][POSITIVE] Alrighty, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Hello. Hey, how are you doing today?