AccountId: 011433970860
ContactId: 23da587d-d7f4-47d5-8ade-ff5ecdea2367
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231440 ms
Total Talk Time (AGENT): 160021 ms
Total Talk Time (CUSTOMER): 38232 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/23da587d-d7f4-47d5-8ade-ff5ecdea2367_20250408T21:43_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APAR. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. um, I had a voicemail from you.
[AGENT][NEUTRAL] Yes, sir. Thank you for calling me back, Mr. [PII]. I was calling you in reference to your disability claim. Just for verification, verify your date of birth and your mailing address for me.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Address [PII].
[AGENT][NEUTRAL] All right, thank you for the information. The reason I was calling because we're in the process of trying to, uh, review your claim and on your employer portion of the claim form about your salary, we're trying to get information from you. We need to send, you need to send us a copy of your W-2 form because on your policy there's a.
[AGENT][NEUTRAL] Provision where you cannot make more than 60% of your salary on your DI benefit policy and on here it shows that they got you uh tips uh included. Uh, you only make $18.50 an hour.
[AGENT][NEUTRAL] And you have uh plus tips, but you only work 33.16 hours, so we're trying to verify how you're being paid. So that's why we need a copy of your W-2 form. If you send that to us, we can get that cleared up to see do you qualify for this $3000 a month in disability benefit based on your annual salary.
[AGENT][NEUTRAL] And I can give you an email, you can, I can give you my email and you can email me a copy of your W-2.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You know.
[AGENT][NEUTRAL] OK. Tell me when you're ready for my email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One second, I gotta find a pen.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You ready?
[AGENT][NEUTRAL] Uh-huh. You're gonna send it to [PII].
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] Uh-huh. [PII]. My first name, [PII], then then [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK. All right, so you just.
[CUSTOMER][NEUTRAL] I'm gonna repeat it back to you just to make sure. [PII].
[AGENT][POSITIVE] That's correct, Mr. [PII]. All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, just send, send, send me that and then we'll take a review of that salary to make sure that you're not gonna be paid more than 60% of your annual salary based on your income. So yeah, we need that for review, OK?
[CUSTOMER][NEUTRAL] Yes ma'am, I'll be sitting there in the next few minutes. What time do you all close?
[AGENT][NEUTRAL] Uh, we, I leave work at [PII], but I can as soon as you, when you email it to me, I'll send you a message back saying that we got it, and then we'll take a a view of it probably tomorrow, but if you email it to me now, I'll send back a a reply letting you know we got it, OK?
[CUSTOMER][NEUTRAL] Just now.
[AGENT][POSITIVE] OK. All right. Thank you, Mr. [PII]. You have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.