AccountId: 011433970860
ContactId: 0285c301-e8c7-4a2a-89d8-4396ed0311db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346279 ms
Total Talk Time (AGENT): 93119 ms
Total Talk Time (CUSTOMER): 147774 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/0285c301-e8c7-4a2a-89d8-4396ed0311db_20250123T13:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good morning ma'am. How we doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Doing good. Is [PII], or she signed up already?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Is [PII] already tied up with the call, or is she available?
[AGENT][NEUTRAL] Uh, what's [PII]'s last name? Do you know?
[CUSTOMER][NEUTRAL] I don't know. I, I don't know.
[AGENT][POSITIVE] OK. She is actually on a call. Can I help you?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I see. Well, you probably can. This is [PII]. I'll give you my uh name and phone number. I was wanting to make sure I printed the right paperwork off. Uh, it's uh [PII], my phone number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII]. OK. And what's, what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] Just now.
[CUSTOMER][NEUTRAL] I don't have a clue. I know, I give you my social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Uh, I've written down.
[AGENT][NEUTRAL] [PII] for your social?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] What kind, what policy do you have, [PII]?
[CUSTOMER][NEUTRAL] Uh, short term disability.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you can verify your date of birth, your complete mailing address and the email address on file.
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the mailing address is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that and um your question was whether or not you downloaded the correct form?
[CUSTOMER][NEUTRAL] Yeah, it would be the 8 pages of the disability form, right? Is that the form I'm supposed to download to fill out?
[AGENT][NEUTRAL] Where did you download the form from? What site?
[CUSTOMER][NEUTRAL] Whatever uh [PII] sent me yesterday.
[AGENT][NEUTRAL] OK. Do, do you have it there in your hand?
[CUSTOMER][NEUTRAL] No, I don't. I am not. I don't know how to do that stuff. My, my lady friend was gonna do it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're just wanting the name of the form that you need to download?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] And if you want her email address, so that we do the right one. I can give you her email address and you can uh email her the instructions if you want to, because we messed with it for an hour last night and wasn't sure really.
[AGENT][NEUTRAL] OK, so you want the short term disability claim form emailed to your girlfriend's address?
[CUSTOMER][NEUTRAL] Yeah, yeah, if you would.
[AGENT][NEUTRAL] OK, who's your employer?
[CUSTOMER][NEUTRAL] Uh, be for transfer Canon advantage Group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the email address?
[CUSTOMER][NEUTRAL] It'd be uh insert.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell that out for me?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm not very good at this electronic age.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][POSITIVE] I'm a [PII], I'm a [PII] boy and I like him in [PII] a lot.
[AGENT][POSITIVE] I totally understand that. Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, so.
[AGENT][NEUTRAL] We have emailed the um disability claim form.
[AGENT][NEUTRAL] Um, to the address that you gave, and is there any way that you can verify that she received it or?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'll see her later this morning. She's already at work and I can't get a hold of when she's at work. She's an insurance agent, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh, if there's a problem, I'll call back here this afternoon, all right?
[AGENT][POSITIVE] OK. All righty. Well, if no other questions, [PII], thanks for calling ATL and have a good day, OK?
[CUSTOMER][POSITIVE] Hey you too man thank you so much. I appreciate the help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Have a great, have a great day yourself. Thank you. Bye-bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.