AccountId: 011433970860
ContactId: eff8b2f9-ba1d-41e1-be93-0bd4b05075a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289440 ms
Total Talk Time (AGENT): 120084 ms
Total Talk Time (CUSTOMER): 116993 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/eff8b2f9-ba1d-41e1-be93-0bd4b05075a1_20250325T20:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to check on the status of my claim.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with your claim status. Can I please get your policy number?
[CUSTOMER][NEUTRAL] I have no idea what it is, but I can give you my social.
[AGENT][NEUTRAL] OK, that'll work.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII] phone number [PII].
[CUSTOMER][NEUTRAL] I think you said birthday, uh, [PII].
[AGENT][NEUTRAL] Your email.
[AGENT][NEUTRAL] Your email address.
[CUSTOMER][NEUTRAL] Email either [PII] or [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you very much, Ms. [PII]. I appreciate you verifying that information.
[AGENT][NEUTRAL] So I do see that there was um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And are you looking on your short term disability policy, is that correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so on [PII] we had something sent in that is still in progress.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Something sent in that is still in progress, so they're working on the claim now.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And it takes
[CUSTOMER][NEUTRAL] So the symptoms
[AGENT][NEUTRAL] It can take 7 to 7 to 15 business days for the claim to be processed.
[CUSTOMER][NEUTRAL] Got two things back in.
[CUSTOMER][NEUTRAL] Yeah, I've been waiting more than 15 days.
[CUSTOMER][NEUTRAL] It's not y'all's fault though, um.
[AGENT][NEUTRAL] I do see that there was like information that was needed that you have had to and um but the last submit mhm.
[CUSTOMER][NEGATIVE] Right. And then the last one, the last thing Megaport supposed to take care of, that they, they claimed that they could not open the file, so I had to physically call you guys back and ask y'all to send it over so that they could actually open it up. Then once they got it, they said that, oh, I can't fill it out because my supervisor is not here. I never filled out one before. So I was like, OK, cool. So I called other office in [PII] and I said, hey, I speak to somebody in HR for Megaforce and um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Oh no
[CUSTOMER][NEUTRAL] It was like, yeah, well, this I'm HR blah blah blah. I said, well, one of your other megaphors people don't know how to do that, they're not do the job properly. So would you please assist me with filling out the paper of APL send, send it to you. You guys were nice enough to send them one and then they were able to send it back. So I had to contact a whole other place, yeah.
[AGENT][NEUTRAL] It looks like
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] So the last bit of information was sent on [PII], so you'll have to allow 7 to 10 or 7 could be up to 15 days, 7 to 15 days to process it now that they've got that last bit of information that was sent on the [PII].
[CUSTOMER][NEUTRAL] OK, now what's normal procedure per se, everything goes through and they've had ample 15 days or whatever to look through everything and it's still not approved. What would be my next steps? Who could I contact?
[AGENT][NEUTRAL] Your next step would be to send an appeal if it's not approved.
[AGENT][NEUTRAL] And you have, yeah, an appeal you have 180 days from the date the claim was initially processed and you'll also need to send a letter why you're appealing.
[CUSTOMER][NEUTRAL] Appeal. OK.
[AGENT][NEGATIVE] But if it's not approved, they will give us a reason why it's not approved.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Alrighty then, that's all I need to know. I just want to see where we, where we were.
[AGENT][NEUTRAL] Yes, ma'am. I understand.
[CUSTOMER][NEUTRAL] In the
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, thank you. Have a good day.
[AGENT][POSITIVE] OK, uh, you're very welcome, Ms. [PII]. You have a good day too, and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK.