AccountId: 011433970860
ContactId: fa292575-2434-46a6-a6ce-61372e9ebe14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 533570 ms
Total Talk Time (AGENT): 70568 ms
Total Talk Time (CUSTOMER): 101139 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/fa292575-2434-46a6-a6ce-61372e9ebe14_20250422T20:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII].
[AGENT][NEUTRAL] How may I assist you today?
[CUSTOMER][NEUTRAL] I'm calling about a disability.
[CUSTOMER][NEUTRAL] A temporary disability claim I filed.
[AGENT][NEUTRAL] OK, so you're checking on your claim. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] I have a number. I don't know if it's the policy number. It's 02597994.
[AGENT][NEUTRAL] All right, yes. All right. And may I have your date of birth, mailing address and email address for verification?
[AGENT][NEUTRAL] For security.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Address is [PII] and my email is [PII].
[AGENT][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] All right. So let's see where we at with the claim. One moment.
[AGENT][NEUTRAL] Let me go through the notes and see exactly where the claim is at right now, OK? Do you mind holding for me?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me. OK, Mr. [PII], it looks like um we have sent a request for medical record for Doctor [PII]. So we're waiting on that information.
[CUSTOMER][POSITIVE] Thank you, you're welcome.
[CUSTOMER][NEUTRAL] For my disability claim?
[AGENT][NEUTRAL] Uh-huh, yes.
[AGENT][NEUTRAL] Yes, so once we receive that information and we review the medical records, we'll go ahead and we process the claim.
[CUSTOMER][POSITIVE] You've got everything sent to you from my surgeon.
[CUSTOMER][NEGATIVE] I don't understand why you'd be waiting on records from emergency care, which is an emergency room whenever I've already sent you papers from the.
[CUSTOMER][NEUTRAL] Surgeon
[AGENT][NEUTRAL] That's just a requirement.
[CUSTOMER][NEGATIVE] So you guys are just act like you're not gonna pay me. It's been almost two months. I'm going broke.
[AGENT][NEUTRAL] OK, I do apologize that you feel like that, um, but, um, we, we've been processing, we've been waiting on the.
[CUSTOMER][NEUTRAL] Literally.
[CUSTOMER][NEGATIVE] I do feel like that you guys this is like this is like extortion. You took $147 a week out of my check.
[CUSTOMER][NEGATIVE] And it's been 2 months and I've got 2 toes amputated.
[CUSTOMER][NEGATIVE] This is ridiculous.
[CUSTOMER][NEUTRAL] So if it takes another month for them to do that, then I'm just gonna get one lump sum because it's gonna be over 90 days by then.
[AGENT][NEUTRAL] Once, uh,
[CUSTOMER][NEUTRAL] But get this, they're waiting on, they're waiting on emergency care.
[CUSTOMER][NEUTRAL] Doctor to send them paperwork now whenever my surgeons.
[CUSTOMER][NEGATIVE] Paperwork was not good enough. The guy that cut my toe off, two of them.
[CUSTOMER][NEGATIVE] Whatever hang up on her.
[AGENT][NEUTRAL] Is there anything else I may help you with today?