AccountId: 011433970860
ContactId: ed7f5d7e-4899-46fc-8496-963d8396f2d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144240 ms
Total Talk Time (AGENT): 74679 ms
Total Talk Time (CUSTOMER): 59118 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/ed7f5d7e-4899-46fc-8496-963d8396f2d5_20250514T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. [PII] with John Thunderberg's office, and I'm checking on a disability claim. Um, I just wanted to check on the payment for the member please. It's a continuation.
[AGENT][NEUTRAL] OK, yeah, I can check that claim.
[AGENT][NEUTRAL] Sure, uh, [PII], can I
[CUSTOMER][NEUTRAL] OK, I can give you the policy number.
[AGENT][NEUTRAL] Can I first get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh yes. Yes, [PII].
[AGENT][NEUTRAL] OK, thank you, and then I can go ahead and take that policy number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, 1092735.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you for verifying that we're just needing to look at the uh latest payment, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] I sent the continuation on [PII] yeah.
[AGENT][NEUTRAL] OK, so I do see that that information has been received. It is still, uh, being processed, so it can take about 7 to 10 business days for claim information to process. So this one should be done fairly quickly, um, but as of this moment it is still being processed.
[CUSTOMER][NEUTRAL] OK, and do y'all always make payments around the [PII] of the month or?
[AGENT][NEUTRAL] Yes,
[AGENT][NEUTRAL] Typically, yes.
[CUSTOMER][NEUTRAL] OK, so do you think his will be made around then or?
[AGENT][NEUTRAL] It should um let's see, do you know if he had direct deposit set up?
[AGENT][NEUTRAL] Looks like he does, yes, awesome, OK, yeah, so of course depending on the bank, um, could be a uh 2 to 3 business day delay, but it depends on the bank. most of the time I would say within a couple of days.
[CUSTOMER][NEUTRAL] Yes, he does.
[CUSTOMER][NEUTRAL] OK, OK, all right, but y'all got everything that you needed and everything it's like nothing.
[AGENT][NEUTRAL] I do see that information has been received. Yes, so that it should complete processing here pretty soon.
[CUSTOMER][POSITIVE] OK, great, thank you.
[AGENT][NEUTRAL] Of course is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, well thanks for calling APL Cam. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks. Bye-bye.