AccountId: 011433970860
ContactId: f4e03d67-d3b1-4aae-8dc7-eab36fef7a45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203679 ms
Total Talk Time (AGENT): 55086 ms
Total Talk Time (CUSTOMER): 73372 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/f4e03d67-d3b1-4aae-8dc7-eab36fef7a45_20250415T20:37_UTC.wav
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[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Hey AP[PII]this is St[PII]How can I help you?
[CUSTOMER][NEUTRAL] Hello St[PII]this is An[PII]I'm calling to check on my status of my disability.
[CUSTOMER][NEUTRAL] temporary disability.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with that, An[PII]Do you have a good policy number?
[CUSTOMER][NEUTRAL] Uh, I, all I have is the policy card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's for my hospital though I don't know if it's the same 1 02597992.
[AGENT][NEUTRAL] OK, and you said this was for disability, is that right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I faxed it like yesterday morning and I'm just trying to see because I've been over a month with no money.
[AGENT][NEUTRAL] OK, let me uh pull that other account up.
[AGENT][NEUTRAL] OK, yes, it looks like we did receive it.
[AGENT][NEUTRAL] Um, so it's in processing.
[AGENT][NEUTRAL] Received that yesterday.
[CUSTOMER][NEUTRAL] OK, so how long does it take out when they're processing?
[AGENT][NEUTRAL] Uh, it typically takes up to 7 working days.
[CUSTOMER][NEUTRAL] They told me just yesterday it would be 1 to 2.
[CUSTOMER][NEGATIVE] Because uh it's already been denied because they didn't send me the paper for the the employer to fill out they already had everything else.
[AGENT][NEUTRAL] OK, um, let me see.
[CUSTOMER][POSITIVE] And they was gonna put an expedite on it because I've already been on it's uh I'm a I've already put in my 8 days waiting plus 3 more weeks.
[AGENT][NEUTRAL] OK, it looks like, yeah, I see you spoke with someone yesterday.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Um, I can get you to our claims department, um, and they can talk to you about if they can expedite it.
[AGENT][NEUTRAL] All I can do is check status um let me get you over there is that OK? OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APO. This is Vi[PII]How can I help you?
[AGENT][NEUTRAL] Hi, Vi[PII]um, this is St[PII]rom the care team. Got an insured on the line, uh, um, wants to see about his short-term disability and if we can expedite anything.
[CUSTOMER][NEUTRAL] OK, and what's his policy number?
[AGENT][NEUTRAL] 259-799-94
[CUSTOMER][NEUTRAL] OK, you can send him on over.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So you gave her the number. Good afternoon. Thanks for calling APL. This is Vi[PII]How can I help you?