AccountId: 011433970860
ContactId: 136e9901-f461-4fda-baa6-aa05df8df243
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 574380 ms
Total Talk Time (AGENT): 197279 ms
Total Talk Time (CUSTOMER): 273868 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/136e9901-f461-4fda-baa6-aa05df8df243_20250528T13:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII], and, um, I, um, we received some paperwork from Ms. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um I just wanted to uh share some information with her. We we faxed the paperwork completed back to her on yesterday.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I just wanted to.
[CUSTOMER][NEUTRAL] But my husband, [PII].
[AGENT][NEUTRAL] OK, you're wanting to speak with her, you're just wanting her to know that you faxed the papers yesterday?
[CUSTOMER][NEUTRAL] Uh, I kind of wanted to speak with her.
[AGENT][NEUTRAL] OK, let me see if she's available. Um, Mrs. [PII], may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, the um the telephone number is [PII].
[CUSTOMER][NEUTRAL] And I'm trying to look at the email for the policy number.
[AGENT][POSITIVE] Oh, take your time.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, let me open it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] OK, oh gosh.
[CUSTOMER][NEUTRAL] OK, so the paper she sent him, I guess the ones attached to the email are blank, so.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Well, I can look up, is it your, is your husband's policy or or your policy and he's
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It's, it's his policy. I faxed the forms for him. He gave me, um, he was using a fax cover sheet we always fax at this Office Depot place.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so the cover sheet that he used was from [PII] because Miss [PII] let him know that he had some additional benefits, so um he used the old cover sheet and I just didn't want her to think that that information wasn't current, the information is current, we just used an old fax cover sheet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Cover sheet.
[AGENT][NEUTRAL] OK, let me try to pull up, I can try to.
[CUSTOMER][NEUTRAL] Mhm. So the, the.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I can try to pull it up with his name. Um, can you repeat his first name for me?
[CUSTOMER][NEUTRAL] That will be fine.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for the policies to come up here. I think I just found them. Is this for a short-term disability claim?
[CUSTOMER][NEUTRAL] Yes ma'am, his date of birth is [PII].
[AGENT][NEUTRAL] OK, this is it. Hold on one second.
[AGENT][NEUTRAL] Oh, OK. Um, so do you mind if I place you on just a brick well?
[AGENT][NEUTRAL] Hold on one second.
[AGENT][NEUTRAL] Cause I don't want you to get any push back. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you see the thorns?
[AGENT][NEUTRAL] I can't uh.
[AGENT][NEUTRAL] Let's do this, so there's no um pushback. Is Mr. [PII] available?
[CUSTOMER][NEUTRAL] I am at work, or, you know what, I can get him on the phone.
[AGENT][NEUTRAL] So this is what
[CUSTOMER][NEUTRAL] Is is that OK if I just add him to the call?
[AGENT][NEUTRAL] Yeah, that's fine. Um, so we can, I'm just gonna need to verify with him and then I'm also going to email you a third-party authorization form so we can add you to the policy, so you can call at any time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So you don't have to go through this anymore.
[CUSTOMER][NEUTRAL] OK, I think.
[CUSTOMER][NEUTRAL] OK, I do, oh, wait a minute. So on some calls it lets me, it shows me where I can add the call. Well, how do I add a call um I'm, uh, uh, let's see.
[CUSTOMER][NEUTRAL] Let's see, I'm just gonna go here.
[CUSTOMER][NEUTRAL] 00, OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] If it won't work like oh if it won't work, I'm just gonna call him on my work number.
[CUSTOMER][NEUTRAL] Maybe.
[CUSTOMER][NEUTRAL] Hey, uh, hey, um, I got you on speakerphone. I have, um, a young lady with APL on the phone, and I'm trying to let them know about that, um, those forms we faxed with the old cover sheet on it, so she needs some verification from you, for me.
[CUSTOMER][NEUTRAL] Ma'am, can you hear him?
[AGENT][POSITIVE] Yes, I can. Good morning, Mr. [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm doing good. How are you doing?
[AGENT][NEUTRAL] I'm doing good. I just need you to verify your date of birth, your mailing address, and your email address.
[CUSTOMER][NEUTRAL] Hold on, baby.
[CUSTOMER][NEUTRAL] OK, baby, go ahead.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] Thank you for that. And Mr. [PII], do I have permission to speak with Mrs. [PII] on your behalf?
[AGENT][NEUTRAL] For this call?
[CUSTOMER][POSITIVE] Yes, yes, you do.
[AGENT][NEUTRAL] Alright, and I'm also gonna send you all a um third party authorization form to your email, so you can um fill that out and send it back to us so that when Mrs. [PII] calls, we can just speak with her moving forward. There's no, um, she won't get any pushback like this again, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][POSITIVE] Alright, well, that's all I needed. Thank you very much.
[CUSTOMER][NEUTRAL] No, uh, alright, but fix the, I had, it wouldn't let me add a call on the phone, so I just, I just called you on the, on my work phone, but I'll call you back, OK?
[CUSTOMER][NEUTRAL] Uh, alright, bye.
[CUSTOMER][NEUTRAL] All right, ma'am, um, like I said, because we use that old cover sheet, I didn't want Ms. [PII] to think that the information was old, uh, so I, I, I just had to call to.
[AGENT][NEUTRAL] Well, this is.
[AGENT][NEUTRAL] This, this is what I'll do, um, because I just looked to see, I was about to reach out to her so I can try to connect you to, but Ms. [PII] is not here today. Um, if you like, I can send her an email just to let her know that that you did send over what was requested. It's just on a, it's just using an old copy or cover sheet, um, and then if she has any questions or anything to reach out to you all. Is that OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] That'll be perfect. That's perfect.
[AGENT][NEUTRAL] OK. So I'll go ahead and email her and then I'm also gonna email um Mr. [PII], the Mr. [PII]'s email address, the um authorization form, so whenever you call, we can go ahead and speak with you on his behalf without having to go through all that.
[CUSTOMER][NEUTRAL] OK. I was gonna say now, I think Ms. [PII] told him this was like his last benefit, like the time period I guess was running out because she called him and said, hey, you do have some more benefits, but I do believe so in case we don't fill it out, I don't want you to think we didn't appreciate it, but I think this is the last um actual benefit that he can take advantage of. So it just took us forever to get his doctor to fill it out, that part of it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh no, it's OK.
[AGENT][NEUTRAL] Yes, it is
[AGENT][NEUTRAL] Oh, it's OK. I, um, I spoke with Mr. um Mr. [PII], I think earlier this week, um, but yeah, I think [PII] was the max that it will pay out to, so we're just doing April, getting his April payment and then we're going to pay him up until that [PII]. So yeah, if you don't need the form, it's OK. Um, I can send it if you, if you like. If not, it's OK. Um, I'll just send the email to, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was gonna say that.
[CUSTOMER][POSITIVE] But if y'all find some additional benefits, I will certainly, certainly, certainly fill it out and send it right over. Yes, ma'am. But, but I do I do appreciate Ms. [PII] and, and the company because he, he, you know, he needs the benefits. So I appreciate that. But when he gave me this stuff, um, I thought he was, everything was ready, so I faxed it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am. OK.
[CUSTOMER][NEGATIVE] And then I looked at that cover sheet and I said 8 of 2024, so I was just not wanting the best to think this is old. I'm gonna scrap this email. This is not what I asked them to do, but the information behind it is from yesterday.
[AGENT][POSITIVE] It's correct. OK.
[CUSTOMER][POSITIVE] So yes ma'am.
[AGENT][NEUTRAL] Alrighty, well, Mr. [PII].
[CUSTOMER][POSITIVE] So I appreciate you for doing it.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Same to you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] All right, OK.
[CUSTOMER][NEUTRAL] Bye bye.