AccountId: 011433970860
ContactId: 003d679d-09e4-4f05-ba6d-bb8f41357d05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453049 ms
Total Talk Time (AGENT): 165713 ms
Total Talk Time (CUSTOMER): 140079 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/003d679d-09e4-4f05-ba6d-bb8f41357d05_20250512T15:52_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] Yes, thank you for calling APL.
[CUSTOMER][NEUTRAL] Um, I'm on.
[CUSTOMER][NEUTRAL] Yeah, I'm wanting to find out about my disability benefit.
[AGENT][NEUTRAL] OK, I can verify benefits for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, let me look here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a group number.
[CUSTOMER][NEUTRAL] You want that?
[AGENT][NEUTRAL] Uh, what is that group number?
[CUSTOMER][NEUTRAL] 943 2.
[AGENT][NEUTRAL] Mm, and what is your last name again? I'm sorry.
[CUSTOMER][NEUTRAL] No, it's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], thank you. Hold on one moment please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] Oh, so you don't have a callback number?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] It's in my way.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] What is it?
[CUSTOMER][NEUTRAL] [PII] for my birthday.
[CUSTOMER][NEUTRAL] Address is [PII]. What's the callback number?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] What is your callback number?
[AGENT][NEUTRAL] The number to call us back?
[CUSTOMER][NEUTRAL] Callback number?
[CUSTOMER][NEUTRAL] Yeah, that's what he said.
[AGENT][NEUTRAL] Well, I asked for your callback number like if we're talking in the call disconnects I have a number to call you back.
[CUSTOMER][NEUTRAL] Yeah, you got that?
[AGENT][NEUTRAL] That's why they're I'm asking you for a callback number.
[CUSTOMER][NEUTRAL] Do you have that
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] Uh, [PII] knows.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, you said [PII].
[AGENT][NEUTRAL] [PII] OK give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, give me one moment. And you say you're wanting benefits for your disability policy, correct?
[CUSTOMER][NEUTRAL] Well, I've been off work since the [PII]. I pulled a muscle on my head.
[CUSTOMER][NEUTRAL] And so far I'm not to go to work, back to work until the [PII], but it may go longer than that.
[CUSTOMER][NEUTRAL] And they're gonna schedule me for an MRI.
[CUSTOMER][NEUTRAL] What is that disability cover? Does it cover that?
[AGENT][NEUTRAL] Well, this really is if you're unable to work due to a sickness or an injury. Um, you would need to fill out a claim form. You would need to fill out your portion, your physician fill out their portion, and your employer fill out their portion of the form. And I can uh send that out to you.
[CUSTOMER][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] What do I get?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Uh, you send a form to me for them and my doctor?
[AGENT][NEUTRAL] I can send a claim form to you, yes, sir. And then that claim form, it has a portion you will fill out, your physician and your employer will fill out and um you would like me to email that to you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, why would I want you to email, email it to me?
[AGENT][NEUTRAL] I'm just offering a way for you to get the claim form. If you like, I can have it emailed to you.
[AGENT][NEUTRAL] Or you may go on to our website to where it is available.
[CUSTOMER][NEUTRAL] And so you can.
[CUSTOMER][NEUTRAL] Did you just mail it to me?
[AGENT][NEUTRAL] I can have a request to send it mail.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Um, how fast can you get that mail to me?
[AGENT][NEUTRAL] Uh, it may take 3 to 5 business days.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And that claim form, and does that cover a pulled muscle on my hip injury work?
[AGENT][NEUTRAL] Well, like I said, if you're unable to work due to um
[AGENT][NEUTRAL] A sickness or an injury, you have a benefit that pays, um, looks like monthly.
[AGENT][NEUTRAL] Until you return to work.
[CUSTOMER][NEUTRAL] How much is it?
[AGENT][NEUTRAL] Uh, not a guarantee of payment, just a verification of coverage. You have a benefit max up to $650 per uh per month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh yeah, send that, send that form to me.
[AGENT][NEUTRAL] OK, I'll send a request to have him.
[CUSTOMER][NEGATIVE] Getting me spicy.
[AGENT][NEUTRAL] Yes, sir. And the fastest way is through our website, uh, or you can, uh, I can email it to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Every time I get some emailed to me to get screwed up.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, I can definitely send a request to have it mailed. Um, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, so, uh, all I need when I get it filled out.
[AGENT][NEUTRAL] Uh, yes, sir.
[CUSTOMER][NEUTRAL] But I had to probably get it filled out by my doctor and my employer.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] And you would need to fill out your portion of the form.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Well, as far as I know, I go back to work on the [PII]. It is, it isn't better, it'll have to go longer.
[CUSTOMER][NEGATIVE] I need to get sent because I can't because I'm losing points at work.
[CUSTOMER][NEUTRAL] By being gone.
[AGENT][NEUTRAL] I understand, but we'll send this out to you as soon as possible.
[CUSTOMER][POSITIVE] OK, I sooner I get it better.
[AGENT][NEUTRAL] I understand yes sir.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right, that'll work then. You got my address to mail it to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mm bye.