AccountId: 011433970860
ContactId: 108f83c9-d3cd-4f6f-b741-6dbadd8eb840
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163729 ms
Total Talk Time (AGENT): 26650 ms
Total Talk Time (CUSTOMER): 65640 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/108f83c9-d3cd-4f6f-b741-6dbadd8eb840_20250421T14:36_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII].
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII] with, um, Partners Benefit group, and I am on y'all's website and I cannot um find the correct, um, claim form. We have a man that needs the continuing um claim form.
[CUSTOMER][NEUTRAL] That he has to have his doctor fill out. Can you help me with that?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I, let me see, let me try to pull the website up.
[CUSTOMER][NEUTRAL] So when I click on the short term I mean it it says short term disability claim form.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEGATIVE] When I download the form, I don't see.
[CUSTOMER][NEUTRAL] Like doesn't it say continuing on there somewhere or is it do you just print the attending physician statement like for the monthly um you know he.
[AGENT][NEUTRAL] I'm gonna just have to go through it with you because I do not deal with any type of claims. This is the broker resources department, so I, I rarely even use the website to do claims. So I'm gonna go to the website and see if I can kinda navigate.
[CUSTOMER][NEUTRAL] Oh, well, can you, you wanna transfer me to the claims department?
[AGENT][NEUTRAL] Um, yeah, give me one second.
[CUSTOMER][NEUTRAL] Would that be better?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEGATIVE] I might have hit the wrong thing.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Thank you for calling APL. Your call may be monitored for quality assurance. Para espanol rave. If you know your party's extension, you may dial it now.