AccountId: 011433970860
ContactId: 06401f4f-dd97-4d2e-bc22-55bdc7439c36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 411700 ms
Total Talk Time (AGENT): 120031 ms
Total Talk Time (CUSTOMER): 184499 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/06401f4f-dd97-4d2e-bc22-55bdc7439c36_20250602T13:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, hi, this is [PII]. I have a question about the disability forms.
[AGENT][NEUTRAL] OK, and I'm sorry, your name is again?
[CUSTOMER][NEUTRAL] My name is [PII] or [PII].
[AGENT][NEUTRAL] And do you happen to have the policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 495024
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Is Mr. [PII], uh, there with you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, may I speak with him please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, verify your date of birth, mail address, and email address for me, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Email Knew.
[CUSTOMER][NEUTRAL] [PII]. It's my email though on there or it could be my wife's email on there [PII].
[AGENT][NEUTRAL] OK, and your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do y'all have a contact number in case the call drops?
[CUSTOMER][NEUTRAL] Uh, yes, uh, you, you were speaking to my wife. She can get the number there, uh, the number that's on file.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're giving us permission to speak with your wife?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, go ahead, Ms. [PII]. I'm sorry. What's that callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and you say you have a question about the disability form?
[CUSTOMER][NEUTRAL] Yes, I can't remember the lady name that we were talking to the other day, um.
[CUSTOMER][NEUTRAL] He emailed me the forms to get them filled out.
[CUSTOMER][NEUTRAL] Um, I guess I have to try to pull it up. I was trying to reach her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] Oh, that's not right.
[AGENT][NEUTRAL] Did you receive the forms?
[CUSTOMER][NEUTRAL] Yes, I have the form. I wanted to uh talk with her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If it was possible.
[AGENT][NEUTRAL] Do you, do you remember her name?
[CUSTOMER][NEUTRAL] That's what I'm trying to remember. I was trying to see if it's on here. I'm trying to oh bank here.
[AGENT][NEUTRAL] OK, I'm not sure who you spoke with, but I can try to help you if you like.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, well I have she mailed she emailed me the forms to um.
[CUSTOMER][NEUTRAL] To fill out and um.
[CUSTOMER][NEUTRAL] We printed them out or whatever, but I have my part our part that need to be filled out. We took it to the doc and to fill it out. Only problem is she did some of it because she said they are a primary doctor.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And they can't do.
[CUSTOMER][NEUTRAL] Disability forms. I told her it wasn't like disability for like social security or anything but.
[CUSTOMER][NEUTRAL] I guess they, you know.
[CUSTOMER][NEUTRAL] But she, she, she filled out what she can fill out.
[CUSTOMER][NEUTRAL] So I wanted to see would that be OK?
[AGENT][NEUTRAL] Uh, did they sign and date and put their information on that, uh, page, the second page of theirs, page 7?
[CUSTOMER][NEUTRAL] Yes, she signed and dated it.
[AGENT][NEUTRAL] OK, um, they can still submit, uh, you can still submit that information to us and if they, uh, examiner needs additional information, they can call the number that the provider listed.
[CUSTOMER][NEUTRAL] Oh OK so that's what I wanted to make sure, so um.
[CUSTOMER][NEUTRAL] And I can
[CUSTOMER][NEUTRAL] Email this back or how or how do y'all want them back?
[AGENT][NEUTRAL] Uh, by mail or fax. Our emails are not secure, so it's best not to email it, but you can definitely fax it if you can, um, find a fax.
[CUSTOMER][NEUTRAL] Can you give me a fax, please? I thought I had it.
[AGENT][POSITIVE] Yes ma'am, let me know when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, it is um PO Box. I'm sorry, your mail address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Do I need to put attention to anybody or just send it to the fax?
[AGENT][NEUTRAL] Uh, you can put attention claims department even though it's coming straight to our claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I have [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, I'll get that back to you today.
[AGENT][NEUTRAL] OK, um, and is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, I think that it that's it for right now. So, oh, once I fax it.
[AGENT][NEUTRAL] OK. I
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Once I fax it, do I have to contact you all back?
[AGENT][NEUTRAL] Uh, you don't have to. Once you fax it, should receive a confirmation and usually from the time a claim is received, it can process between 7 to 10 business days.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] OK you too.
[AGENT][NEUTRAL] Bye.