AccountId: 011433970860
ContactId: db41370c-a527-4a56-a953-e1acbfc2f752
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148470 ms
Total Talk Time (AGENT): 57552 ms
Total Talk Time (CUSTOMER): 62022 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/db41370c-a527-4a56-a953-e1acbfc2f752_20250626T13:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], um, I'm the beneficiary of my husband's, um, policy. Um, I'm kind of calling to see what the update, what the status is. We submitted claims for short term disability, and I just kind of was wondering where it's at, whether it's, it's in process or being sent out or where it's at.
[AGENT][NEUTRAL] OK, well I can definitely help you with the disability claim. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. It's [PII] I.
[CUSTOMER][NEUTRAL] It's [PII], which is [PII] N.
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, 223-[PII]-5.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right, and I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] Sure, [PII] and [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I do see the documents came in on [PII]. Um, hold on one second.
[AGENT][NEUTRAL] So [PII] was last Friday. So just in general, it's a 7 to 15 business day turnaround on any claim from the day we received it. Um, so it is in processing now where they are in the process, I'm not sure because everything just has zeros here and then once it's completed, we'll see the, the policy number and the decision.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, OK all right well I just thought I would would check on that thank you very much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.