AccountId: 011433970860
ContactId: dfe5653e-b852-4a1a-af9d-4d7fbfcfd5d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269700 ms
Total Talk Time (AGENT): 91203 ms
Total Talk Time (CUSTOMER): 161769 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/dfe5653e-b852-4a1a-af9d-4d7fbfcfd5d9_20250616T20:13_UTC.wav
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[AGENT][POSITIVE] Good afternoon
[AGENT][POSITIVE] Good afternoon thank you for calling.
[CUSTOMER][NEUTRAL] Hi, this is [PII].
[CUSTOMER][NEGATIVE] Hi, my name is [PII]. I, I absolutely cannot get through your web. It's messed up. Uh, I don't know what when you all launched the new system, but I can't see anything and it keeps asking me for the, uh, verification number, even when I, I, I put in my correct information, and I got to go through that and then it goes right back to that screen again. So I, I need to ask you, you know, what's what's, uh, happened with uh my short term disability.
[CUSTOMER][NEUTRAL] And it was due today. It didn't come, I mean, yesterday, and it didn't come in today and I was told it would come in today. So can you check and make sure the doctor sent their, their part and I sent my part and everything is, is being handled?
[AGENT][NEUTRAL] Yes, I can check and make sure that everything is um
[AGENT][NEUTRAL] In processing for you. Go ahead.
[CUSTOMER][NEUTRAL] And if you could
[CUSTOMER][NEUTRAL] Yeah, and if you could tell me what day it it'll it'll, it will, it would should or possibly be sent out, that would help me too, but my, um, my, uh, policy number is 0169.
[CUSTOMER][NEUTRAL] 7502
[CUSTOMER][NEUTRAL] And tell me what you need, date of birth, uh, everything. I'll, I'll give it to you.
[AGENT][NEUTRAL] May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you for that. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And uh [PII],
[CUSTOMER][NEUTRAL] I see one
[CUSTOMER][NEUTRAL] [PII], I believe it is, um, uh, [PII].
[CUSTOMER][NEUTRAL] And uh [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so yes, I'm showing the claim just
[CUSTOMER][NEUTRAL] Yeah, I know.
[AGENT][NEUTRAL] The claim just finished processing, um, looks like.
[AGENT][NEUTRAL] Either Friday or today, um, it's just a generic [PII]. So there's a payment of $6000 short-term disability funds are dispersed around the [PII] of each month. Um, yesterday was Sunday, so we don't work on the weekends, um, so you should be receiving that. We usually say 3 to 5 business days depending on your bank.
[CUSTOMER][NEGATIVE] OK. I thank you for checking because like I said, I, I don't know if you've ever picked up your cell phone and tried to go into that into the system. It's really, it's, it's not working. I don't understand it. It's like, I don't know why you launched a new system. The old system was great.
[AGENT][NEUTRAL] Have
[AGENT][NEUTRAL] Have you, um, yes, we've, we've definitely given our concerns. Um, have you tried to create a new account since the new system?
[CUSTOMER][POSITIVE] It was beautiful.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what did it give you?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[CUSTOMER][NEUTRAL] Well, I mean, it set it up so I, I put in a new password and the new, uh, in my, well I put my Social Security in and then I put my password in and, uh, immediately, uh, it'll say verification code needed so I wait for you to send it and I go in and one time it went into the system, but I couldn't find any paperwork information and the last time I tried it, it, it, it, it, it put me right back out to the very beginning again and it was a right verification code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] So I don't know, it's just, uh, not, and I don't know how to get around in there. Last one you had was beautiful. You put informa I mean, it came up quickly. You were right there everywhere you needed.
[CUSTOMER][NEGATIVE] Now it's just so complicated. I can't find the paperwork. So I'll never know unless they fix it.
[AGENT][NEUTRAL] Well, if you, um, I would say to clear your cache, um, your, your browser history, and then try it again and then give it, I'm gonna just say 5 minutes at the most because it does take a long time for all of the documents and everything to sync. So, um,
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, well, no, I don't even, I, when I send that stuff in, I don't check it right away. I wait, I wait, uh, I mean, I get the, the, the, the, the, you know, my computer tells me, OK, the pages were sent, but, uh, I waited I wait several days to make sure you guys had it and, and I don't, I mean, I can't ever see the doctor's paperwork. I don't see mine.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I wanted to make sure everything was perfected.
[CUSTOMER][POSITIVE] But I appreciate it.
[AGENT][POSITIVE] You're very welcome. Well, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Yep, you can have a blessed day.
[AGENT][POSITIVE] Oh, thank you. You also, and thanks for calling ATL.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][POSITIVE] Thank you. Bye-bye.