AccountId: 011433970860
ContactId: e151ec3a-89ff-4283-a9c1-638c04befb4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 499440 ms
Total Talk Time (AGENT): 133988 ms
Total Talk Time (CUSTOMER): 102242 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/e151ec3a-89ff-4283-a9c1-638c04befb4f_20250613T15:38_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I was calling to, I got a text message the other day about um a claim, and I want to check it today on, on the online it says there's no claim that has been started.
[AGENT][NEUTRAL] Oh, OK. Um, well, I can definitely take a look and see what's going on for you. Um, [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Uh yes, my uh phone number is [PII].
[AGENT][NEUTRAL] And your policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] The policy number, I have 2 of them. One's for accident, one's for short term.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the short term is 263-607-0.
[CUSTOMER][NEUTRAL] And the other one is 263.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, you, you can continue if you like, but I have them here.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] OK, OK, got you.
[AGENT][NEUTRAL] And [PII], um, can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Yes, uh, date of birth is [PII]. Email is [PII].
[CUSTOMER][NEUTRAL] And mailing is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so you say you received a text message that your claim was received or already for or had finished processing, but then when you got online, it said there wasn't one on file?
[CUSTOMER][NEGATIVE] Yeah, it says your claim and or additional information has been received. You'll get a text message when your claim review begins. But I, and then it says to log in to view your claim status, but like even when I log in, there's no like nothing. It doesn't appear that any thing's been started.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we did receive documents on [PII], um, which is why you received that text message. I'm sorry for the confusion. I'm pulling it up now so I can see if I could uh access it to see what the documents are because it's in processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK, so it's a disability claim form, it looks like.
[AGENT][NEUTRAL] Well, let me see.
[AGENT][NEGATIVE] not insured.
[AGENT][NEUTRAL] Yeah, this is your short-term disability claim form.
[CUSTOMER][NEUTRAL] OK, and has anything come in from the doctor's aspect or was that just the employer?
[AGENT][NEUTRAL] This is just the employer, you, um, the insured portion and the employer.
[CUSTOMER][NEUTRAL] OK, and so we're just waiting on the doctor kind of too?
[AGENT][NEUTRAL] Mhm. So once we receive the doctor's portion, they'll be able to fully process the claim, and then the decision can be given for you.
[CUSTOMER][NEUTRAL] OK, and then do once that is all put in can.
[CUSTOMER][NEUTRAL] Do I enter something in for uh
[CUSTOMER][NEUTRAL] Like, can I do a direct deposit or?
[AGENT][NEUTRAL] Yes, um, if you like, I can email you the direct deposit form and you can just fill it out, um, and then reattach it to the email I'm sending. It'll come back to care team and we'll go ahead and process it for you so that when the claim is finished, it'll be direct deposit.
[CUSTOMER][POSITIVE] OK perfect that sounds great.
[AGENT][NEUTRAL] And just um I know you just confirmed it, but since we're I'm sending you something, I just want to make sure it's [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, so I'm sending you the um direct deposit form now. Um, do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] Yes, no problem.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right. Thank you so much for holding. I apologize for that wait. So I just sent the email over to you. Um, so you should be receiving that shortly. Um, also check in your spam folder just in case, but it is coming from the care team.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK dokey thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Um, that should be all.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.