AccountId: 011433970860
ContactId: eeec6d12-9a51-4f70-a596-0d9242449345
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450250 ms
Total Talk Time (AGENT): 184185 ms
Total Talk Time (CUSTOMER): 163518 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/eeec6d12-9a51-4f70-a596-0d9242449345_20250421T14:37_UTC.wav
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[AGENT][POSITIVE] Good, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. I'm calling about my disability insurance claim.
[AGENT][NEUTRAL] OK, [PII], I'm so sorry. What did you say your last name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Mr. [PII], thank you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And you said that you were calling to check status on your disability claim. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, sir, I can help you with that. And what is your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I think the claim number is 02597992.
[AGENT][NEUTRAL] That's your policy number?
[CUSTOMER][NEUTRAL] I guess
[AGENT][NEUTRAL] OK, one moment. OK.
[CUSTOMER][NEUTRAL] I, I don't
[CUSTOMER][NEUTRAL] Actually have I don't know this is the only number that I've given to you.
[AGENT][NEUTRAL] OK, just one moment and let me see if I can locate because that's not gonna be your disability policy, so one moment.
[AGENT][NEUTRAL] OK, so Mr. [PII], I will need to verify first for security and also any information that is provided would be a verification of.
[AGENT][NEUTRAL] Benefits and not a guarantee of payment. So if you would please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you provided for me. So that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. So one moment, please.
[AGENT][NEUTRAL] OK, so Mr. [PII], I do see that they received um on the [PII] and get that information is still in line for review.
[AGENT][NEUTRAL] It has not yet been processed.
[CUSTOMER][NEUTRAL] OK, so there is uh.
[AGENT][NEUTRAL] or reviewed, I should say, so it is still in, in, it is still in line to be looked at.
[CUSTOMER][NEUTRAL] OK, you had, did it show anywhere that there was a, cause I got a $75 deposit.
[CUSTOMER][NEGATIVE] I don't, I can't get in my phone while I'm talking to you, but there was $75 in my account and I was like, what the heck, my, I made $1500 a week.
[CUSTOMER][NEUTRAL] Oh that must have been for something else, huh?
[CUSTOMER][NEGATIVE] It doesn't show that you guys deposited anything yet.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, sir. That might be something else. I waited. No, sir. Not, that would not have been for APL.
[AGENT][NEUTRAL] No, sir. We haven't issued any funds at this point.
[CUSTOMER][NEUTRAL] OK, so they put the
[CUSTOMER][NEUTRAL] Could I have the policy number for the disability claim?
[AGENT][NEUTRAL] Absolutely. It's very similar to the one that you gave, gave to me except ending in instead of ending in 2, it ends in 4.
[AGENT][NEUTRAL] Everything else is exactly the same except the last number.
[CUSTOMER][NEUTRAL] So it's 0259.
[CUSTOMER][NEUTRAL] 0259799 what's the last number 4?
[AGENT][NEUTRAL] 4. Yes, sir.
[AGENT][NEUTRAL] Mr. [PII], do you have access to the internet? Are you able to get online?
[CUSTOMER][NEUTRAL] So it's 02
[CUSTOMER][NEUTRAL] Just on my phone, but I'm [PII] old. I'm not real high tech, but.
[CUSTOMER][NEGATIVE] I'm not real good with it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, the reason I was just asking you that is because we have and someone else may have already shared this information with you, but we do.
[AGENT][NEUTRAL] We have a portal called the online service center you could create a profile in and be able to have access to your information online. Now, as far as setting it up, you would probably be able to do that from your phone, but like uploading your documents or sending.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And sending us anything for review has to be done from a computer, but if you would like I can send you that user.
[CUSTOMER][NEUTRAL] Yeah, I don't have a computer.
[AGENT][NEUTRAL] Guide.
[CUSTOMER][NEUTRAL] Yeah, you can send it to me if you like.
[AGENT][NEUTRAL] OK. So just, I just wanted.
[AGENT][NEUTRAL] Well, I'll go ahead and email it to you.
[AGENT][NEUTRAL] A friend that, you know, you could use their computer you could set that up again. I think you can set it up from your phone. It's just it doesn't have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I would have to go to the library.
[AGENT][NEUTRAL] Oh, OK, well, I'll, I will, I'll go ahead and email you that in a moment. The email that you're gonna receive will come from [PII], and I will put APL online service center in the port in the subject line rather for you so that you can easily recognize that you know it's not being junk or spam mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So then whenever they finally do get this process because they told me last week that it was gonna be like 2 days.
[CUSTOMER][NEUTRAL] And it's been
[AGENT][NEUTRAL] I'm not who told you that?
[CUSTOMER][NEUTRAL] I don't know. One of the ladies I've talked to, she told me she put an expedite on it too.
[CUSTOMER][NEUTRAL] Because I've, I've literally been since the [PII] of last month.
[CUSTOMER][NEUTRAL] Waiting for this.
[CUSTOMER][NEUTRAL] I've been paying like
[CUSTOMER][NEUTRAL] 147 a month in premiums to get this and.
[CUSTOMER][NEGATIVE] The insurance that only paid like $2000 on a $100,000 bill and now it's a month and I still haven't got a, a payment.
[CUSTOMER][NEGATIVE] For my disability, so I'm just wondering if this whole insurance policy is bogus or what because like all my bills will come due and I've had two toes amputated and.
[CUSTOMER][NEGATIVE] You guys have literally paid nothing and doesn't seem to bother whoever's processing it.
[CUSTOMER][NEGATIVE] To get me my money. I'm a month behind on my bills and displaced from work.
[CUSTOMER][NEGATIVE] Very unhappy with your company.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?