AccountId: 011433970860
ContactId: de711745-d81c-45a0-89c5-6dad2c626d6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226360 ms
Total Talk Time (AGENT): 90226 ms
Total Talk Time (CUSTOMER): 67952 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/de711745-d81c-45a0-89c5-6dad2c626d6c_20250623T14:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. How are you?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][NEUTRAL] I'm good. I'm calling checking on, um, a disability claim. I had surgery on [PII], but I've been out of work since [PII]. Um, I'm looking at my dashboard and I see where it has two claims processed without payment and two claims that are still pending.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I received a letter from you guys saying that you were still waiting for my doctor's, um, physician's portion, but my UTBA representative had already emailed you guys that and it was received. So I'm just calling to see where I am in this process.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, I can check and see. um may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I
[AGENT][NEUTRAL] Thank you. All right, Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am [PII].
[AGENT][NEUTRAL] Thank you and the policy number?
[CUSTOMER][NEUTRAL] Policy number is 025799901.
[AGENT][NEUTRAL] Thank you, Mr. [PII]. For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII] and my email address is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] OK, looks like they have um done something today. So let me see what they did today.
[AGENT][NEUTRAL] Let me pull this information one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so it looks like we just received the medical records today, so they're under review.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that's the last thing that I see, and yeah, it, it was 2 days. OK, so, um, until it's reviewed and then they will become come with determination and see how much they're gonna pay, OK.
[CUSTOMER][POSITIVE] I appreciate it and how will that be another 7 to 10 business days?
[AGENT][NEUTRAL] Um, not quite. It, whenever it's already in process and it's medical records, uh, it goes to another department and it has to be reviewed by that department. So it may be less than that, more than likely it's gonna be less than that. Uh, I'm not sure exactly how many days it's gonna be, but it is usually less than the regular processing time, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] You know, ma'am, that's it.
[AGENT][POSITIVE] OK, well thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] It