AccountId: 011433970860
ContactId: f05be2ed-d7d0-44dc-acaf-97a8e1c4210e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230020 ms
Total Talk Time (AGENT): 130794 ms
Total Talk Time (CUSTOMER): 76458 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/f05be2ed-d7d0-44dc-acaf-97a8e1c4210e_20250404T22:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How you doing? I had spoke with a representative uh earlier today about my claim. I couldn't really uh.
[CUSTOMER][NEUTRAL] Uh, uh, uh, I guess really comprehend everything that was going on, but she did say my claim was approved, but, uh, I couldn't really speak, so I'm just calling back now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh OK yeah so we're just needing further uh information regarding that claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, is that right? We're just needing more information on that?
[CUSTOMER][NEUTRAL] No, yeah, I'm just need more information because she said it was approved so I'm like, OK, uh, when do I get, uh, money again, so.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Sure, got you, yes, OK, we can take a look at that um what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My policy number is.
[CUSTOMER][NEUTRAL] 257 4819.
[AGENT][POSITIVE] Thank you and then [PII], can I also get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you and then I'm just gonna verify some information really quick can I get your date of birth please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. uh, looks like it's an Outlook account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying that information, [PII]. Alrighty, give me just a moment let's take a look.
[AGENT][NEUTRAL] OK, so I am showing the most recent claim information that we've received was [PII] and looks like that just finished processing today, um, so yes, we did pay this benefit of $3,907.48.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And now um did you set up direct deposit?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I believe so, yeah, I set up direct deposit. I think so, uh.
[AGENT][POSITIVE] Awesome, OK, so.
[CUSTOMER][NEUTRAL] It's going to a Bank of America account.
[AGENT][NEUTRAL] Yes sir, OK, so as this was again looks like it just finished processing today, so I would check, um, well today is Friday, so depending on your bank, I would say it could take up to 2 to 3 days um if your bank operates, you know, within business days that would be, you know, maybe Tuesday at the latest I would say but I would imagine you would get it much sooner.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and when does and it pays through my, my extended date out so what happens?
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] So I guess so what this paid on a weekly basis or monthly basis? I guess that's my question.
[AGENT][NEUTRAL] Typically it is sure so with uh disability typically that is going to be monthly and then again going forward it would go usually go around um the [PII] of every month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes sir and if there's ever, I don't know if you were told this or not I'm sorry if this is redundant information but just so that you are aware if there are any updates uh from your physician regarding uh when you are cleared to go back to work, so you know if you go there and he says oh no you need to be out another 3 weeks, get that information to us as quickly as possible.
[CUSTOMER][POSITIVE] All right, I appreciate it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Yes sir, did you have any other questions for me?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] Alright, well thanks for giving us a call, [PII]. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye bye.