AccountId: 011433970860
ContactId: f713bfa1-f275-4c34-bb71-528b672258fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541390 ms
Total Talk Time (AGENT): 341325 ms
Total Talk Time (CUSTOMER): 131655 ms
Interruptions: 3
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/f713bfa1-f275-4c34-bb71-528b672258fb_20250331T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] [PII], perfect. That's who I was hoping to get. This is [PII] on the care team. How are you?
[AGENT][POSITIVE] Hey, I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing good thank you um I've got a member on the line who called asking to speak with you as he I think he thinks that you're the one who processed this claim. I don't know um he just immediately asked to speak with you uh regarding his disability claim.
[AGENT][NEUTRAL] OK, what's the policy?
[CUSTOMER][NEUTRAL] It is 02361828.
[AGENT][NEUTRAL] 1828. OK, give me just a second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, [PII], OK. Oh, I know he sent in some stuff, I think, and he's probably wanting to know when it's gonna process.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's probably the main thing because he was having issues getting it to us and then we got it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And now he's.
[AGENT][NEGATIVE] It's still not showing though on his account.
[CUSTOMER][NEUTRAL] Chomping at the bit.
[AGENT][NEUTRAL] Yeah, he is, and I get that. Hang on, let me see if I can find my note because we got that the other day and it should have.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It should have already.
[AGENT][NEUTRAL] Been indexed to his.
[AGENT][NEUTRAL] his thing.
[AGENT][NEUTRAL] His account.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Where is that?
[AGENT][NEUTRAL] Like I wrote down the document ID number and everything because I was like mm mm.
[AGENT][NEGATIVE] We ain't about to play these games with this number, yeah.
[CUSTOMER][POSITIVE] Mm keeping up with this one, yeah, right.
[AGENT][NEUTRAL] Let's see what you're called, OK, uh.
[AGENT][NEGATIVE] Resent the form, yeah, so we received the fax on [PII] no.
[AGENT][NEUTRAL] Yeah, I'll put 10:26. It should have been 326 that I don't know why I put 10. Anyways, 3:26 at [PII] with a document number like I got the document handle number and everything and it was two pages.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's 12.
[AGENT][NEGATIVE] This is the 3rd business day and it's still not on his account.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEGATIVE] Weird.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Let me go out here and see if for some reason it's just that doesn't make any sense.
[AGENT][NEUTRAL] This my um
[AGENT][NEUTRAL] I mean, I can't say I blame him but like.
[CUSTOMER][POSITIVE] Yeah, he does, he, he was polite but he definitely seemed about the business.
[AGENT][NEGATIVE] He's gonna be upset.
[AGENT][NEUTRAL] Yeah, oh yeah, and he can, he can come across a little aggressive, but he's not.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] He's not. Where is this?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Disability, let me check the queue because.
[AGENT][NEUTRAL] It's not there.
[AGENT][NEUTRAL] Is it in, it's not even on his policy.
[CUSTOMER][NEUTRAL] Where in the world.
[AGENT][NEUTRAL] I don't know, but like.
[AGENT][NEUTRAL] This man
[AGENT][NEUTRAL] He had
[AGENT][NEUTRAL] I, I put everything. I don't know if you saw that note, but.
[AGENT][NEUTRAL] I put everything.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] When was that?
[AGENT][NEGATIVE] Yeah, we're not showing anything.
[AGENT][NEUTRAL] Since
[AGENT][NEUTRAL] The [PII] and we got that on the [PII].
[AGENT][NEUTRAL] So, very weird. Um, I'll talk to him. I'm gonna have to let him know that.
[CUSTOMER][NEGATIVE] Weird.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] I don't even wanna tell him it's in line for processing because it's not there and I don't know why.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's say 326.
[AGENT][NEUTRAL] Ah.
[AGENT][NEGATIVE] That doesn't make any care of what is going on.
[CUSTOMER][NEUTRAL] Girl, you're asking the wrong person.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I don't even know what to tell this man because how, how?
[CUSTOMER][NEUTRAL] Oh man.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Talking about tracking.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] I was trying to see if there was I know there's a way to look up like by document handle number but I don't have that button like I don't have that ability.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But I think I know somebody that does.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can talk to him. I don't wanna lie to him, but I may just have to be like it's in line for processing, you know.
[CUSTOMER][NEGATIVE] Yeah, gosh, I'm sorry. I hate to throw that on you.
[AGENT][NEUTRAL] But at the same time, it no, no, it's OK because I have been talking to me and um I think [PII] has talked to him a couple of times as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I don't know what I'm gonna do though I'm gonna have to reach out to someone about how to locate this because that doesn't make any sense.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] That's fine. I'll talk to him. I'll um I'll let him know that you know we're just waiting on it to be processed because I know we have it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I know we do. So.
[CUSTOMER][NEUTRAL] Right, right, yeah.
[AGENT][NEUTRAL] Yeah, OK, I'll talk to him.
[CUSTOMER][POSITIVE] All right, well, good luck.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Hope it goes well. All right, bye, [PII].
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] rewards and danger.
[AGENT][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Good morning. How are you, sir?
[CUSTOMER][NEUTRAL] Trying to deal with the madness.
[AGENT][NEUTRAL] Oh, you know, that feels like a daily thing, doesn't it?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What can I help you with this morning?
[CUSTOMER][NEUTRAL] Yeah, did you get the paperwork from my doctor?
[AGENT][NEUTRAL] Uh, from your doctor. Do you know when they sent it so I can see if it just hasn't been indexed.
[CUSTOMER][NEUTRAL] Supposedly,
[CUSTOMER][NEUTRAL] I don't know. I'm, you know, supposedly it's been processed, you know, so I can get my check.
[AGENT][NEUTRAL] Right. OK.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Do you know if they sent it last week or did they send it like maybe this morning? Do you know maybe?
[CUSTOMER][NEGATIVE] No, I don't. No, I don't. And I can't get through to them because they will not give me a straight answer.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] OK, so let me do this. We have about 300 items that are coming through this morning.
[CUSTOMER][NEUTRAL] Right, I think it, yeah.
[AGENT][NEUTRAL] Um, not all of those did they fax it?
[AGENT][NEUTRAL] Do you know?
[CUSTOMER][NEUTRAL] Well, that's what I, that's what I think they did. That's what you, you know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] According to what you did, I think they faxed it to you because you requested it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I did, you're correct. OK, so let me, we do, we only have like 24 faxed items, so let me look through those first. I'll also double check and make sure that they didn't like send it back through email or whatever because I, I think I sent it through fax but they may have sent it.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Through an email so I'll double check that and um and then if I don't find it in either one of those spots I'll check all the paper stuff that we've received just to see if they did send that paper um and I will give you a call back just as soon as I know for sure if I have to I will contact them and ask them those direct questions do you have that phone number?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK alright so let me search through our stuff and then I will um if I don't find it I'll contact them and then as soon as I've done everything I need to do I'll contact you and let you know where we're at OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, is there anything else I can do for you this morning?
[CUSTOMER][NEUTRAL] Goodbye.
[CUSTOMER][NEGATIVE] I'm just trying to get this check and to know when it's coming because I've got bills coming out of my wazoo and I'm about to lose my house.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh no, no, no, we're not gonna do that. OK, yep, let me see what I can do, OK, Mr. [PII], I'll give you a call back.
[CUSTOMER][NEUTRAL] And that's why I that's.
[CUSTOMER][POSITIVE] Yes ma'am, that's why I need to, you know.
[CUSTOMER][NEUTRAL] I need to get this check. I'm not trying to be an ass, but I need my check.
[AGENT][NEUTRAL] No, I completely understand, Mr. [PII]. Let me see what I can figure out and try to get this handled, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. Have a good one.