AccountId: 011433970860
ContactId: 2038a628-2c87-4a5b-86a7-6f0877693b39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 463549 ms
Total Talk Time (AGENT): 205586 ms
Total Talk Time (CUSTOMER): 104601 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/2038a628-2c87-4a5b-86a7-6f0877693b39_20250613T15:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I got cut off. I was talking to you about the short-term disability.
[AGENT][NEUTRAL] OK, um, who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], what's your policy number?
[CUSTOMER][NEUTRAL] I have no idea.
[CUSTOMER][POSITIVE] I just, they just, I called the uh benefits in the card and they transferred transferred me to you all.
[AGENT][NEUTRAL] To us, OK.
[AGENT][NEUTRAL] Um, can I look up, let me see if I can look it up by your social.
[AGENT][NEUTRAL] Is that all right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what is your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, give me just a moment.
[AGENT][NEUTRAL] You said it was for your short term disability?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII], can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the address that we have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and would you like your policy number?
[CUSTOMER][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] Oh my nose.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] It's 0245.
[AGENT][NEUTRAL] 44.
[AGENT][NEUTRAL] 07
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] All right, and what kind of questions did you have?
[CUSTOMER][NEUTRAL] OK, I'm gonna
[CUSTOMER][NEUTRAL] I guess I have to file because I'm gonna be out for at least 6 weeks.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, medical.
[CUSTOMER][NEUTRAL] Surgery and everything. Yeah, major surgery.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you need
[CUSTOMER][NEUTRAL] I just need to know how I go about.
[AGENT][NEUTRAL] How to file a claim?
[CUSTOMER][NEUTRAL] Getting it started.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you will go to [PII].
[CUSTOMER][NEUTRAL] [PII] am [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hold on, that's not [PII].
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Go to claims and forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, and you will go, you'll scroll down.
[AGENT][NEUTRAL] To, uh, page 2, you'll go down and click page 2 and then about halfway down you'll see short short term disability claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you will fill out sections A through H.
[CUSTOMER][NEUTRAL] 828
[AGENT][NEUTRAL] H as in hospital.
[CUSTOMER][NEUTRAL] Oh, OK, yeah.
[AGENT][NEUTRAL] Yes, ma'am. That's OK.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] And then section I if you can because um that'll make it go a lot faster.
[AGENT][NEUTRAL] And then um you will also have, uh, let me see, let me go down to it. You'll need your physician to fill out the physician statement, that is, uh, I believe it's page 6.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 06 and 7, and then the policyholder statement is for your employer.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Well, I don't have to do it.
[CUSTOMER][NEUTRAL] I guess when I get home because
[CUSTOMER][POSITIVE] That's better. I got all
[AGENT][NEUTRAL] And then, um,
[AGENT][NEUTRAL] On that claim form, it does have uh the ways that you can send us.
[AGENT][NEUTRAL] Uh, these documents, but if you'd like.
[CUSTOMER][NEUTRAL] Uh, she's finding out about short term disability and thinking about being out of work. So what now?
[AGENT][NEUTRAL] But it does have on the bottom, on the bottom of these pages it does have the address or the fax number where you can send these send the claim form to, but if you would like, um, because it's in really small print at the bottom, if you'd like I can go ahead and give that to you so you can write it down so it's a little bit easier to read.
[CUSTOMER][NEUTRAL] I didn't hear you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Just tell me what?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] The uh mailing address will be [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] In
[AGENT][NEUTRAL] [PII], yes, ma'am.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] What's your fax number?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And again for that one it'll be attention claims [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Anything else?
[AGENT][NEUTRAL] And um also.
[CUSTOMER][NEUTRAL] Is that all we need to know?
[AGENT][NEUTRAL] Yeah, and don't forget, um, you want everything signed, so for your portion.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Since you're going to fill out section A through H.
[AGENT][NEUTRAL] You'll want to scroll down, page 5 has where you need to sign it.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's after a really long page where you don't really need to do anything but read it, so I just wanna make you aware that page 5 you'll need to sign.
[AGENT][NEUTRAL] And then the the physician has a spot for him to sign and your employer has a spot to sign, but yours I wanted to make sure that you knew, uh, page 5 is for you to sign.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, not yet. I'm sure it'll be calling.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] OK, well thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Mm bye.