AccountId: 011433970860
ContactId: dde5c690-b17b-48cb-ba9a-4557b5568580
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 503250 ms
Total Talk Time (AGENT): 178168 ms
Total Talk Time (CUSTOMER): 163321 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/dde5c690-b17b-48cb-ba9a-4557b5568580_20250319T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] Claims. I have a disability, uh, insured, uh, calling about, he's saying he's been released to go back to work, uh, but it's saying that he thought he should have received a partial payment for March.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, uh, that is going to be claims, but if you wanna put him through, I will fill out a hub request for claims to call him back.
[CUSTOMER][NEUTRAL] For disability? I, is this not the disability queue?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Uh, that's what it's showing.
[AGENT][NEUTRAL] This is the care team. It might be routing up uh the dental calls through the care team queue now.
[CUSTOMER][POSITIVE] Wow, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We're supposed to start that soon so we can help you guys um so you won't have as many calls but if you wanna go ahead and um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me give you this information.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] 231.
[CUSTOMER][NEUTRAL] 0693
[AGENT][NEUTRAL] OK, let me look him up real quick.
[CUSTOMER][NEUTRAL] And it's [PII] on the line.
[CUSTOMER][NEUTRAL] And I verify this information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, here it comes. Thank you.
[AGENT][POSITIVE] All right. You're welcome, Ms. [PII]. You have a good rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Exactly
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL.
[AGENT][NEUTRAL] Uh, I understand that you are calling because you feel like your disability payment should have been more than what it was.
[CUSTOMER][NEUTRAL] Oh no, no, uh, we received February's payment and I don't have the document in front of me, but the doctor released me I think on the [PII] I had an appointment, a final appointment, so he released me on that date and I had sent that to y'all, I think, uh, at the end of March, his last document pages 6 and 7.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And on there it says return to work or last appointment [PII], but he did release me and are we receiving a payment from the [PII] to the [PII]?
[AGENT][NEUTRAL] Are you receiving a payment from the [PII] to the [PII]? OK, let me look and see, um, real quick if we've got anything going out.
[CUSTOMER][NEUTRAL] Yeah, normally they come out on the [PII].
[AGENT][NEUTRAL] I do
[AGENT][NEUTRAL] Right. I don't see anything that has been issued since February.
[AGENT][NEUTRAL] The [PII], a payment was sent on that day by direct deposit.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So as of right now, I.
[CUSTOMER][NEUTRAL] We should receive a partial payment right now, shouldn't we? for March?
[AGENT][NEUTRAL] Uh, that is something that I'm going to, um, have to check into. What I need to do is send a request to the claims department so that they can give you a call back and um go over with you if the payment for March should be sent to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mr. [PII], what is your callback number that I can um put on the request so that they can return your call?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that request um issued, and I'll be right back sir.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 3
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], I've got that request in for you and you should be receiving a call back within 24 hours, sir.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, very good, and I mean I'm assuming that it should be a partial payment for those days within March. What should it?
[AGENT][NEUTRAL] Um, I am not sure because I'm not a claims examiner, but I will make sure, like I said, I made sure that the claims department.
[AGENT][NEUTRAL] The request to call you back from an examiner that can go over it with you and see whether or not it should be partial payment for that month.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, well, I hope so because I'm gonna follow up and get ready to go back to work and I'm gonna be uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Hiring you guys again to give me some short term disability because it was a fantastic experience what I went through for eight months almost. Alright, yeah, thank you so much for being there and.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Oh gosh, and I'm so happy.
[AGENT][POSITIVE] Yes, thank you for the compliment.
[CUSTOMER][POSITIVE] That, that I'm able to get back, right?
[AGENT][POSITIVE] Yes, I'm so happy you can get back, yes, absolutely.
[CUSTOMER][POSITIVE] Oh yeah y'all yeah.
[CUSTOMER][POSITIVE] Y'all were a blessing, uh, your customer service, it was so, so easy to get you guys on the phone. Y'all were one company that I told my wife I said I hate calling anybody except, uh, my APL insurance. Those guys answer immediately, so kudos, kudos to y'all, and thank you for, thank you for y'all's help.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Thank you for being an APL customer. We enjoyed helping. We, we care about our job and we care about our customers. We really truly do, so I'm, I'm happy to hear that. I'll have to pass that word on. Everybody will be in the the care team will be happy to know that you feel that way.
[CUSTOMER][POSITIVE] Be sure I said God bless all you guys. Thank you so much. Have a good day.
[AGENT][POSITIVE] Thank you. Thank you, Mr. [PII], and God bless you too.
[CUSTOMER][NEUTRAL] OK, but
[CUSTOMER][NEUTRAL] Yes ma'am bye bye.
[AGENT][NEUTRAL] Bye bye.