AccountId: 011433970860
ContactId: e965e375-b760-4713-ba2a-53be07191c72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 480000 ms
Total Talk Time (AGENT): 157132 ms
Total Talk Time (CUSTOMER): 204788 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/e965e375-b760-4713-ba2a-53be07191c72_20250317T20:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling to check on the status of my claim. It was inactive because you guys are waiting for some documentation and I have mailed everything that I had on my end to you guys. Just wanna make sure you got it.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on that for you. What is the policy number? Do you have that?
[CUSTOMER][NEUTRAL] Oh, that's a good question. Just a month.
[CUSTOMER][NEUTRAL] Well, you can look at my my social, can't you?
[AGENT][NEUTRAL] Yeah, I can look by social if you don't mind giving it to me. Go ahead.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, thank you so much, [PII]. Give me just a second. Let me take a look here, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], I've got your policy here. I just need to verify your date of birth and address, please.
[CUSTOMER][NEUTRAL] [PII] and my address is [PII].
[AGENT][POSITIVE] All right, thank you so much. And was this on your disability policy?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, yeah, short term disability, yes.
[AGENT][NEUTRAL] OK, perfect. All right, so it does look like we received a bunch of documents. It's showing they were received on the [PII]. That's just the day that they were uploaded into the system. So it looks like we did receive a bunch of stuff. It's in progress, no decision has been made at this point, so just still under review.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Let me see, let me see, but this.
[CUSTOMER][NEGATIVE] Uh, that I received the email, but it was for some from somebody else. OK, I thought I had got an email from you guys. I got excited, but I didn't see anything. So basically pending them to make a decision.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so still pending and it, like I said, it's showing reported on the [PII], which was one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That would have been last Friday, so hopefully there should be a decision by the end of the week. Generally we ask for at least 5 to 7 business days on a claim, so that's kind of the span of time.
[CUSTOMER][NEUTRAL] OK, and after the event of them actually going through and approving or disapproving in the event I am approved, uh, if that were to happen, um, uh, would they, would they be able to, I was told the 1st 7 days of the claim that it would back date, but the 1st 7 days I wouldn't receive any payment for that it'll be the roll over for the next 7, is that true?
[AGENT][NEUTRAL] Correct, yeah, so with most policies like this, there's an elimination period. So if it's 7 days, then yeah, you wouldn't be paid for the 1st 7 days that you were out and then you would be paid on the 8th day and then going forward and so and it does look like [PII], you have direct deposit information um still in your uh policy so it looks like that's how the funds would be deposited.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and it was probably the pay card that I was getting paid for the wisely card. I don't have any way of seeing it right now, but.
[CUSTOMER][NEUTRAL] Yeah, and would that go weekly, monthly? I know that in the whatever explanation of benefits or whatever it said a dollar amount, but I think that was a monthly thing it wouldn't go according to weekly like payroll.
[AGENT][NEUTRAL] Correct, yeah, it's a monthly, it's a monthly payment and it's generally paid out on the [PII] of every month.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Generally the [PII] of every month, OK, OK.
[CUSTOMER][POSITIVE] All right, well, that helps me a lot, um.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Just one moment while I got you on here. I just wanna make sure it's linked to.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Right card here, uh, do you see a routing number ending in [PII] and account number ending in [PII]?
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Just trying to figure which card is being routed to because I had got.
[AGENT][NEUTRAL] The the routing ends in [PII].
[CUSTOMER][NEUTRAL] 00 hold on just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] So you see this card.
[CUSTOMER][MIXED] He's doing Apple wallets. I tell you, technology is good sometimes, but gee whiz.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, here, um.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] The, the, yeah, the account number ended in [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Well, don't worry.
[CUSTOMER][NEUTRAL] OK, that card is [PII] so that wouldn't be.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] Oh jeez.
[CUSTOMER][NEGATIVE] Oh, I hate to just assume that it's the right one and then it not be OK, wait, there's another wisely card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got one ending in [PII] and the other one is ending.
[CUSTOMER][NEUTRAL] In [PII]
[CUSTOMER][NEUTRAL] OK, I'm gonna just.
[CUSTOMER][NEUTRAL] Card settings, direct deposit.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That must be going to the other card. OK, I'm gonna try not to stress my brain out too much because there's two different cards and I can't see the card information for the other one, so I'm gonna just pray.
[CUSTOMER][NEUTRAL] And it's going to the right one because I got a replacement a while back.
[CUSTOMER][NEUTRAL] So, I
[AGENT][NEUTRAL] Oh, OK, yeah, so, um, yeah, I mean, if
[AGENT][NEUTRAL] You need to um call us back if you wanna double check on it, you definitely can um if you wanna just jot down the numbers that it ends in, those are, that's what's on file it looks like.
[CUSTOMER][NEUTRAL] OK, let me pull up my notepad on my phone so I can put that down so I can look it up later. Let's see, note, let me go.
[AGENT][NEUTRAL] OK, it's
[CUSTOMER][NEUTRAL] OK, OK, you said it was ending in what now?
[AGENT][NEUTRAL] Uh, so the account number ends in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the routing ends in [PII].
[CUSTOMER][NEUTRAL] [PII] OK, I'll be able to backtrack later on. I'll just put it in my notepad there so I can be able to look back at it when I, my brain's working. I got a flood in my hall. Water heater just blew so my brain's scrambling. I had to get the water department to come turn my water off.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sorry.
[AGENT][POSITIVE] Oh my, that is, that is too much, [PII]. Well, I be blessed and I hope nothing else goes wrong for you today.
[CUSTOMER][POSITIVE] Yeah, gotta love that.
[CUSTOMER][POSITIVE] Right, right, I hope not. OK, thank you. Have a lovely day.
[AGENT][POSITIVE] You're welcome. Bye-bye.