AccountId: 011433970860
ContactId: 11962465-d046-4cc6-ab5b-2b8e7371e75f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 463859 ms
Total Talk Time (AGENT): 189026 ms
Total Talk Time (CUSTOMER): 103756 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/11962465-d046-4cc6-ab5b-2b8e7371e75f_20250414T14:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I need to speak to Ms. [PII] in claims, please.
[AGENT][NEUTRAL] OK, you're needing to speak to [PII]?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, I can see if she is available. Um, first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. And Mr. [PII], what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] I don't know it offhand. My social security number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so what I'm gonna need to do, Mr. [PII] for office is to locate your policy information and verify some information with you for security, and then I'll be happy to see if [PII] is available.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And which policy are you calling on today?
[CUSTOMER][NEUTRAL] It's a short term disability.
[AGENT][NEUTRAL] OK, just one moment.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], I would need to verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] And also your home mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Phone number on file for you is the same as the one that you gave to me, so that is the best contact number that we should have. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK thank you and the last thing to
[AGENT][NEUTRAL] Verify it's going to be your email address, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII]. So we did have the first one [PII] the [PII].
[AGENT][NEUTRAL] [PII] on file for you. Alright, so just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, let's see, Mr. [PII], is there something that I might be? I'm not sure if [PII] is available at the moment.
[CUSTOMER][NEUTRAL] OK, I just wanna know is my file closed or is it still open?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK, and any information, Mr. [PII], that I may provide for you on your benefits would be a verification of benefits and not a guarantee of payment. So let me look here at a few things.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Because I can see that we did reprocess your claim.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And just let me look at a couple of the remarks, OK?
[AGENT][NEUTRAL] OK, so this claim does still show as you know, it is open now, you know, you will have to complete.
[AGENT][NEUTRAL] Each month you will have to send in your claimant statement and the only time your physician or employer would need to complete theirs is if it your disability period were to be extended beyond what they've initially set for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right. Right. All I wanna know, OK. That's why I want, you see, this is why I like to talk to the same people. And Miss [PII] was the original.
[CUSTOMER][NEUTRAL] agent to help me.
[AGENT][NEUTRAL] Yes, sir. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] You know, that's why it, it's just, uh, I guess I'm just a little old fashioned that way.
[AGENT][NEUTRAL] I, it doesn't look like she's available, but I will be happy to, to double-check that for you. So give me just a moment, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Now, what I can do, Mr. [PII], um, it appears that she's on.
[CUSTOMER][POSITIVE] OK. All right, well, thank.
[AGENT][POSITIVE] On another call at the moment, but I would be happy to send her any would like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there some, is there anything else that I can answer for you or?
[CUSTOMER][POSITIVE] Yes please.
[CUSTOMER][NEUTRAL] No, ma'am, just.
[AGENT][NEUTRAL] Do you need for her to call you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] OK, so I will be happy to send her an email asking her to give you.
[AGENT][NEUTRAL] You a call now, Mr. [PII], I do wanna ask you, has anyone sent to you about setting up your profile also in our portal online so you can have access to your information there as well.
[CUSTOMER][NEGATIVE] Uh, yeah, but, yeah, right now, my internet is down.
[AGENT][NEUTRAL] Oh, OK, alright.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] That's why I, I'm doing everything over the phone.
[AGENT][NEUTRAL] Sure, I understand. OK. Well, I just wanted to make that. So if, you know, whenever that gets straightened out, if you would like to call.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] back to get the information on how to set up your profile, we'd be more than happy to help you with that.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you with at the moment?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK Mr. [PII], well thank you so much for.
[CUSTOMER][POSITIVE] Thank you much. Have a nice day.
[AGENT][POSITIVE] Calling APL and I hope that you have a very nice day. You're, yes, sir. Thank you. You too.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Mhm, you're welcome. Bye bye.