AccountId: 011433970860
ContactId: ddce89e6-121c-456e-841e-23adf08708f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1075709 ms
Total Talk Time (AGENT): 185710 ms
Total Talk Time (CUSTOMER): 164705 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/ddce89e6-121c-456e-841e-23adf08708f2_20250516T14:29_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] Hello [PII], my name's [PII]. I'm calling in about my disability claim from two months ago.
[AGENT][NEUTRAL] OK. Um, well, I'll be able to help you with your
[CUSTOMER][NEUTRAL] And we got cut off.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] We was talking with [PII] and we got cut off. We, we were talking with [PII] and we got cut off.
[AGENT][NEUTRAL] OK, um, I can see if I can get [PII] for you, I can assist you. Um, which would you prefer?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 81,270.
[AGENT][NEUTRAL] May I have your policy number?
[CUSTOMER][NEUTRAL] I don't have it
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you spell the last name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and do you mind if I place you on just a brief hold while I reach out to [PII]?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] I never, hold on.
[AGENT][MIXED] OK, but she still doesn't have nothing here.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello Mr. [PII].
[CUSTOMER][NEUTRAL] The current.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for the wait. Um, so [PII]'s on another call, but we were messaging back and forth. She did say that y'all, um, you were getting ready to be transferred to claims and then the line dropped. So I can get you over to claims if you'd like.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Um, hold on one moment and thanks for calling APO.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] no agents staffed. Goodbye.
[AGENT][NEUTRAL] Oh gosh.
[AGENT][NEGATIVE] It's not a good look.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] I'm still here. Thank you so much for holding. There's no one available in claims, so I'm trying to get a supervisor for you so that we can get you um an update or some type of resolution, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. I just didn't want you to think I forgot about you.
[CUSTOMER][NEUTRAL] Hey, I, you have, you have to.
[CUSTOMER][NEUTRAL] You have permission to let talk because I have to, I have to go in and be somewhere.
[AGENT][NEGATIVE] I have permission to let who talked the phone was breaking up.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK. Let me put that in the notes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And will is [PII], will, will they be giving us a call or they're on the line now?
[CUSTOMER][NEUTRAL] I'm right here. She's right here. I gotta get out of the car.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, hold on one moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Currently no agents staffed. Goodbye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEGATIVE] Oops, so I just said all that and you didn't even hear me. Hey [PII], how are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm doing good. This is [PII]. I, um, I have a patient, um, he just, he gave us permission to speak with, um, [PII], who's with him. He had to go, but they're trying to figure out their his disability claim. Um, let me give you the policy number.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] Alright, it's 259-799-94.
[AGENT][NEUTRAL] There's only 2 claims on there, but both of them.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] It's in medical review or, you know, under review, and we told him that, um but he requested to speak to someone in claims for more of an update because it's been over 2 months.
[AGENT][NEUTRAL] Well, he submitted it at the end of March, but that's what he said.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEGATIVE] It looks like we received it. We didn't actually get it indexed until [PII], so it's only been 10 days.
[CUSTOMER][NEUTRAL] It's for [PII], right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so at the end of March.
[CUSTOMER][NEGATIVE] It was incomplete.
[CUSTOMER][NEUTRAL] And we needed the completed portion of his employer's form by the time we got that it was early May.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Well it looks like maybe mid to late April um.
[AGENT][NEUTRAL] But still, he, um, I mean, there's nothing that we can, it's under review, but um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I mean, there's not anything I can tell him.
[AGENT][NEUTRAL] He, I think he just wants to speak to someone outside of us because I, I'm coming in on the back end. He actually got [PII] first and they got disconnected, but she was in the process of transferring, so, um, I, I know we can't tell him much, but he doesn't want to talk to us.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Oh my goodness. OK. I'm trying to see.
[CUSTOMER][NEUTRAL] If there's
[CUSTOMER][NEUTRAL] Any course I mean there's not anything out here.
[CUSTOMER][NEUTRAL] I'll talk to him, but there's, I mean there's not anything I can do all I can do is let him know that, you know.
[AGENT][NEUTRAL] I got to wait for the review to be done.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I mean it says that i[PII]'s with the medical review physician.
[AGENT][NEUTRAL] Oh, actually,
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] It looks like they hung up. So I don't know. I'll put some notes in here, but if they call back then.
[AGENT][NEUTRAL] Do you think we should come?
[CUSTOMER][NEUTRAL] Yeah, I'll send a message, um, I'll send a message out to like [PII] and [PII] too because they're the ones that typically get those emails and let them know that the insured is calling and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is what were they ugly or were they just like not understanding what was taking so long or?
[AGENT][NEUTRAL] Trying to get an update or something.
[AGENT][NEUTRAL] That
[AGENT][NEGATIVE] No, uh, he wasn't ugly, but it was getting there, like he, he, if I would have offered him a call back or something, it would have been a problem, right, he's frustrated.
[CUSTOMER][NEGATIVE] Gotcha. So he's frustrated.
[CUSTOMER][NEUTRAL] OK, OK, I will shoot them a message now that way they know and hopefully um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If he calls back, there's an answer by that time.
[AGENT][NEUTRAL] OK, and I'll go ahead and note the policy. Well, thank you, [PII].
[CUSTOMER][POSITIVE] You're welcome have a good day, [PII].
[AGENT][NEUTRAL] Alright you too bye bye.
[CUSTOMER][NEUTRAL] All right. Bye-bye.