AccountId: 011433970860
ContactId: ecc3decc-c2dd-47b6-a21e-5257554062fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288489 ms
Total Talk Time (AGENT): 57210 ms
Total Talk Time (CUSTOMER): 167693 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/ecc3decc-c2dd-47b6-a21e-5257554062fb_20250110T19:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life, this is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] And my name is [PII].
[AGENT][POSITIVE] Yes sir and how can I help you?
[CUSTOMER][NEUTRAL] OK, I'm, I'm calling uh about my benefit because I fill in my application.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I sent it in the day before yesterday, but some part that I needed.
[CUSTOMER][NEGATIVE] then refill uh refill and and return.
[CUSTOMER][NEUTRAL] And I, I, I got a response saying that they receive it, so I want to know.
[CUSTOMER][NEUTRAL] What is going on?
[AGENT][NEUTRAL] OK, uh, so you're calling about a claims?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, what is your policy number?
[CUSTOMER][NEUTRAL] Policy number policy number.
[CUSTOMER][NEUTRAL] 0243.
[CUSTOMER][NEUTRAL] 263 6.
[AGENT][NEUTRAL] OK, and your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you sent it in yesterday?
[CUSTOMER][NEGATIVE] I sent it in from on the because I did my surgery from the [PII] and I sent in and then they sent back and said it was not complete.
[CUSTOMER][NEUTRAL] So I sent some of it in again yes day before yesterday.
[CUSTOMER][NEGATIVE] So I want to know what's what's the whole up now because it's almost 2 months and I'm not receiving no benefit from the from the company yet.
[AGENT][NEUTRAL] OK, uh, we did receive it yesterday it's currently in line for processing.
[CUSTOMER][NEUTRAL] Mhm. So how long that would take to process?
[AGENT][NEUTRAL] It takes anywhere from 7 to 10 business days.
[CUSTOMER][NEUTRAL] My God.
[CUSTOMER][NEUTRAL] It's so long and I, I need, I need the assistant now, you know, because.
[CUSTOMER][NEGATIVE] I'm, I'm not working, and then I'm, I'm here and I have to be paying my rental.
[CUSTOMER][NEUTRAL] And also my different bills, you know.
[AGENT][NEUTRAL] No, I understand. I can send an email to the adjuster and see if maybe she can expedite it, but I can't make any promises.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Yeah, I appreciate if you could do me that favor because I, I need it.
[CUSTOMER][NEUTRAL] To get something going on, man.
[AGENT][NEUTRAL] No, I understand.
[CUSTOMER][NEUTRAL] Because I
[CUSTOMER][NEUTRAL] I got my bills to pay.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Monthly, monthly rental and everything.
[AGENT][POSITIVE] Yeah, I'll go ahead and ask her. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Because they, they, they, they said that they, they only send um that day they send.
[CUSTOMER][NEUTRAL] Uh, section 23, and 5 to fill.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But I, I could not get it open to put my signature.
[CUSTOMER][NEGATIVE] It will not give me um
[CUSTOMER][NEUTRAL] No, no, um, option to, to, to put my signature on, on the, on the phone.
[CUSTOMER][NEUTRAL] But I, but I still send it to you like that.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, but did you sign it?
[CUSTOMER][NEUTRAL] I could not find it because um
[CUSTOMER][NEUTRAL] I know I know I I I tried to sign it on on.
[CUSTOMER][NEGATIVE] On the computer, but it would not give me no option.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I don't get to put my name.
[CUSTOMER][NEUTRAL] On, on the part that I have to sign.
[CUSTOMER][NEUTRAL] Because I see 11 section I think it's number 2.
[CUSTOMER][NEUTRAL] No, no, section 3 is, is for the, for the doctor or something like that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I, I could not fill the doctor part because I had, I had sent in the other part from the doctor before.
[CUSTOMER][NEUTRAL] That was the first thing that I sent in. Then I sent for my company treatment to him.
[CUSTOMER][NEUTRAL] I said it from there.
[CUSTOMER][NEUTRAL] Then the, the, the other part, then I fill in and send it in.
[AGENT][POSITIVE] OK, yeah, she'll be able to look at everything that you sent in and put it together.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] And I hope so because I really need to have something something.
[CUSTOMER][NEUTRAL] ASAP because I need it.
[AGENT][NEUTRAL] OK, I understand. I will uh send a email to her and see if she can expedite it for you.
[CUSTOMER][POSITIVE] OK, ma'am, I, I would appreciate that.
[AGENT][POSITIVE] No problem is there anything else I can help you with?
[CUSTOMER][NEUTRAL] If you could do it to.
[CUSTOMER][NEGATIVE] That that should be all because I don't feel you can't help me with nothing else.
[AGENT][POSITIVE] OK, well you have a great rest of your day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK, you have a good weekend.
[AGENT][NEUTRAL] You too uh huh bye bye.