AccountId: 011433970860
ContactId: fdd8e48a-58b7-45a0-b9b1-663409638bb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248339 ms
Total Talk Time (AGENT): 73159 ms
Total Talk Time (CUSTOMER): 109270 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/fdd8e48a-58b7-45a0-b9b1-663409638bb8_20250113T21:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Sir, if I give you my account number, my claim number, can you tell me exactly what's going on with my claim where at what point where it's at?
[AGENT][NEUTRAL] Yeah, we can take a look at it. What, what do you have there?
[CUSTOMER][NEUTRAL] It's 00810367.
[CUSTOMER][NEUTRAL] And it's considered a company 22.
[AGENT][NEUTRAL] All right. Let me pull this up here. Give me one moment.
[CUSTOMER][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] I've been having a problem with the last week and uh I resubmitted the paperwork twice now and I just wanna see what's going on with it.
[AGENT][POSITIVE] OK, yeah, for sure.
[AGENT][NEUTRAL] Can I get your first name, last name, and date of birth, please?
[CUSTOMER][NEUTRAL] It's uh [PII] [PII].
[AGENT][NEUTRAL] Thank you [PII] and then last piece I just need to verify is the physical address we should have on file.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the last one I see submitted shows a report date of the [PII]. Those are still showing in progress. I don't show any decision made on that as of yet.
[CUSTOMER][NEUTRAL] Oh, OK, the [PII].
[CUSTOMER][NEUTRAL] OK, um, hm, all right.
[CUSTOMER][NEUTRAL] So there's no, there's no, I know you only do to do the it's a, uh, disability and you only do it on the [PII], but this has been going on since like you could see there I guess, uh, last not this Monday but the Monday before, so that's almost 2 weeks and uh there's no other further word on what's going on because I know if you don't cut it on the [PII] that means I gotta wait another whole month and haven't been getting paid since the [PII]. So, so I really need to figure out what's going on here.
[AGENT][NEUTRAL] That's all
[CUSTOMER][NEUTRAL] Because if I need to do something again I need to let me do it before because it's only 2 days before the [PII].
[CUSTOMER][NEUTRAL] Boy, not to put all that pressure on you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yeah, it doesn't look like there's been, I apologize, any sort of update on it. It just looks like it's in progress at this point. Um, generally once claims are submitted, uh, we ask for at least 5 to 7 business days for them to process.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh if it was something that needed to be done to that uh um would it would it come up like that or just still would say in progress?
[CUSTOMER][NEUTRAL] Do you know or you don't know?
[AGENT][NEGATIVE] If I needed anything additional it would have been denied and then stated what it was needed, you know, additionally um so yeah there's just no no update as you know on anything as of yet.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright then, uh, wow, so the [PII], today's what the [PII], so it's 4 days, uh, a couple more days then, OK, yeah, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thanks a lot. I guess that's all you can do. I appreciate that. Um, I guess I'll give a call back tomorrow, the [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate that thanks.
[AGENT][POSITIVE] Alright, [PII] sounds good.
[AGENT][POSITIVE] You're welcome. Have a good night.
[CUSTOMER][POSITIVE] You also thank you bye.
[AGENT][NEUTRAL] Bye-bye.