AccountId: 011433970860
ContactId: 1f0b9a2a-7bc9-4263-9b42-7bdccd8d1df9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391609 ms
Total Talk Time (AGENT): 157180 ms
Total Talk Time (CUSTOMER): 149047 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/1f0b9a2a-7bc9-4263-9b42-7bdccd8d1df9_20250109T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am, um, I was just calling to see, I had got a paper in, um, I'm receiving short term disability but I have got another form in.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And I wanted to
[CUSTOMER][NEGATIVE] If I have to send this back or?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It's a disability claim form.
[AGENT][NEUTRAL] OK, if you need to resubmit that claim form.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Because I, I already did one and it's already been some, you know, everything, but I wanted to see what this is for. Do I have to send something else?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] If you can just check for me. Uh-huh.
[AGENT][NEUTRAL] Well, of course we'll take a look at that um what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you and then uh do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's uh 02299929 022.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, I'm just gonna verify some information really quick, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] It's uh [PII]. Zip code is [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. It's uh [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that information. Alright, bear with me just a moment let me take a look here.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and just to clarify [PII], you are still currently out of work, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so I do see a note for the last claim um that we did send that all you have to fill out from that form is the portion that says the statement of insured or insured statement, um, so I believe it's pages 2 and 3. You don't have to worry about uh the physician's statement or the policy holder statement which would be your employer. All we need is the insured statement.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's the policy holder that uh you need back?
[AGENT][NEUTRAL] No, ma'am, no ma'am. I, I believe again I think it's pages 2 and 3 at the top it would say a statement of insured or insured statement and that's just those two pages are the only ones that we need.
[CUSTOMER][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK, well, it's just.
[CUSTOMER][NEUTRAL] The only thing I have is position statement, the policy holder statement, and uh and.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The disability claim form, those are the only 3.
[AGENT][NEUTRAL] OK, it should be a part of the claim form, but if you would like, I'll go ahead and uh resend it to you, um, so I can email it to you um and again it would be pages uh where it's OK, the page that says disability claim form underneath that, do you see where it says does it say statement of insured?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, that's the page 7 and 8, the disability claim form.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, I think it says that on all of the pages actually, um, excuse me, um, yeah it does.
[CUSTOMER][NEUTRAL] Cause I only
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, I'm looking at it right now with you, so there's again pages 2 and 3 is a top disability claim form, but directly underneath it'll say statement of insured.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And then 3rd page kind of continues that, but I can resend it to you if you'd like.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] If you can't find it.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] Yeah, cause I just, and the rest are just uh.
[CUSTOMER][NEUTRAL] The forms that um.
[CUSTOMER][NEUTRAL] The reading and stuff, but that's all I.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Wait, I'm think I'm looking. Oh here we, I'm sorry, 3.
[AGENT][NEUTRAL] No, you're OK.
[CUSTOMER][NEUTRAL] Oh, there it is. I'm sorry. OK.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEGATIVE] It's just kinda hard can't find to with this arm here, you know, I don't have that surgery and it's like trying to get.
[AGENT][NEUTRAL] I can imagine, yes.
[CUSTOMER][NEUTRAL] Uh, so you need all this filled out you said?
[AGENT][NEUTRAL] Pages 2 and 3, so, uh, 2 a statement of insured, uh, page 3 just kind of follows that, um, and those are the only two pages that we would need, uh, completed and sent back to us.
[CUSTOMER][NEUTRAL] Or what
[CUSTOMER][NEUTRAL] OK, it's.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because everything else is uh OK for the next uh payment in it that I'm gonna receive on the [PII] or whatever she had said around the [PII] I'll be like.
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][POSITIVE] So everything is good. So just send these two papers back. We'll email those back. OK, I can do that. Well, thank you for help.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, did you have any other questions for me? Of course.
[CUSTOMER][NEUTRAL] No, ma'am, that's it. I just wanted to take OK.
[AGENT][POSITIVE] All right well thanks I understand all right well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, same to you thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.