AccountId: 011433970860
ContactId: f4c392f8-84fa-45eb-8366-cee60e422bd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157110 ms
Total Talk Time (AGENT): 85916 ms
Total Talk Time (CUSTOMER): 42533 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/f4c392f8-84fa-45eb-8366-cee60e422bd4_20250218T20:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm calling to check on uh the stuff I had uploaded to you guys to see if you guys had received it.
[AGENT][POSITIVE] Well, it would be my pleasure to check that for you, sir. Do you have your policy number available?
[CUSTOMER][NEUTRAL] 248-28997
[AGENT][NEUTRAL] Thank you and what is your name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] And what is your current mailing address, email, and phone number if you don't mind, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][POSITIVE] Oh thank you. You passed with flying colors. You did that really well.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it looks like we did receive um some claim documents on the [PII] on your disability.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because it's sitting there saying it's pending, but I haven't seen anything since. I was just like, OK.
[AGENT][NEUTRAL] Yeah, it looks like they have requested medical records, so they're waiting for those medical records to come back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once and then once those are received but um.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah, that's
[AGENT][NEUTRAL] That's what it's pending for his medical records have been requested.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else
[CUSTOMER][NEUTRAL] I guess it's uh, but I thought, I thought the process period was like 2 weeks it's going on 3.
[AGENT][NEUTRAL] Well, looks like, uh, let's see, hang on just one moment.
[AGENT][NEUTRAL] They requested.
[AGENT][NEUTRAL] Medical records from physicians Immediate care.
[AGENT][NEUTRAL] And it looks like they sent a letter on the [PII] just to let you know.
[AGENT][NEUTRAL] That um
[AGENT][NEUTRAL] They're waiting on those medical records to be returned to rule out preexisting. It's just a process that has to go through with disability.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once they get that back, then they can continue processing the claim.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] All my pleasure. Anything else I can help you with, Mr. [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] That was it. I appreciate it.
[AGENT][POSITIVE] Well thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Hope you have a wonderful day also thank you bye.
[AGENT][POSITIVE] Thank you bye bye.