AccountId: 011433970860
ContactId: ff49cb24-65ca-489f-970c-1456b6344c47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403670 ms
Total Talk Time (AGENT): 96012 ms
Total Talk Time (CUSTOMER): 103780 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/ff49cb24-65ca-489f-970c-1456b6344c47_20250320T21:55_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is London customer services again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have um an insured spouse on the phone calling to see if we've mailed out his disability check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, policy number?
[CUSTOMER][NEUTRAL] 211
[CUSTOMER][NEUTRAL] 7201.
[CUSTOMER][NEUTRAL] She said she, they sent something in showing that she could get information on this policy, but I don't.
[CUSTOMER][NEUTRAL] I don't know if that's true or not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If y'all have that or not in clients.
[CUSTOMER][NEUTRAL] And her name is [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK, you can send her on over.
[CUSTOMER][NEUTRAL] Alright and uh her callback number just in case is the um.
[CUSTOMER][NEUTRAL] [PII] that's in line system that's hers.
[AGENT][NEUTRAL] OK, give me two moments you said [PII].
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. All right, thank you.
[CUSTOMER][NEUTRAL] Alright, thank you, and he's been she's she verified all his information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thanks.
[AGENT][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I wanted to check on my husband disability check to see if it's been sent out, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And his disability was ending on the [PII], is that correct?
[CUSTOMER][NEUTRAL] Well that's the check that they the the last check that they sent out.
[AGENT][NEUTRAL] Or is he
[AGENT][NEUTRAL] Yes ma'am, that one was sent out, uh, last month looks like around the [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, the next
[CUSTOMER][NEUTRAL] You said the next one's gonna be sent out in?
[AGENT][NEUTRAL] No ma'am, the last one that we sent out was sent out on [PII].
[CUSTOMER][NEUTRAL] Yeah, I, I was talking about so this month.
[AGENT][NEUTRAL] Of March.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Yeah I don't see one for March. Give me a second to look at the notes and see if uh.
[AGENT][NEUTRAL] To see when if if that one's gonna be going out, give me one second.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Probably you need anything else approved I'm gonna clock out.
[AGENT][NEUTRAL] OK, I don't see anything about another check being sent out and most of the examiners are already gone for today.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Um, is there any way that I can get with someone in the morning and give you a call back?
[CUSTOMER][NEUTRAL] Sure, um, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] you said you don't see another one?
[AGENT][NEUTRAL] No, ma'am, because usually, uh, the checks are done by the [PII] of each month.
[CUSTOMER][NEUTRAL] That's what they told me so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I get it in like 33 business days or so.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yeah, but um.
[AGENT][NEUTRAL] Let me, I get here at [PII] so I'll try to get with someone in the morning, um, to see if there's gonna be another payment.
[CUSTOMER][NEUTRAL] So you don't see any notes?
[AGENT][NEUTRAL] No notes saying you know whether they were gonna be uh.
[AGENT][NEUTRAL] A check going out or anything like that.
[CUSTOMER][NEGATIVE] And one last question, uh I was told that since he's been off for the 90 days that um he's not supposed to pay the um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The premium.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can check on the the waiver of premium.
[CUSTOMER][NEUTRAL] I don't know how she put it.
[CUSTOMER][NEUTRAL] Yes, yes, waiver.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, I can check on the waiver premium for you as well.
[CUSTOMER][NEUTRAL] OK, and what's your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Alright, you're welcome.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] Bye bye.