AccountId: 011433970860
ContactId: 270ee3e3-d948-4bab-b199-b74a6b2b6edb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320029 ms
Total Talk Time (AGENT): 97573 ms
Total Talk Time (CUSTOMER): 214136 ms
Interruptions: 6
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/270ee3e3-d948-4bab-b199-b74a6b2b6edb_20250506T22:12_UTC.wav
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[CUSTOMER][POSITIVE] Hey, hey, it's great.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I need some help and I hope you're able to assist me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a short-term disability with my employer. I had a stroke last week and I went to see my primary care yesterday, and she has me on restricted duty of only 4 hours a week, 20 hours a week.
[CUSTOMER][NEUTRAL] I can't survive off of that so I, I realized after a while that I had this and I'm calling to see if there's anything that I could do or can I file to receive.
[CUSTOMER][NEUTRAL] The other portion of my income through this or is that not possible?
[AGENT][NEUTRAL] Um, what is your policy number? Do you have that handy?
[CUSTOMER][NEUTRAL] Uh yes, let me, let me grab my purse one sec.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And I don't, I don't know exactly which number it is on this thing, so I just grab everything because this is gonna be the card that has the MPL on it, correct?
[AGENT][NEUTRAL] Uh, it has APL on it, yes.
[CUSTOMER][NEUTRAL] APL OK, hold on, let me grab it.
[CUSTOMER][POSITIVE] I got so many cards I'm, I'm like wow because I got one that says uh.
[CUSTOMER][NEUTRAL] Neli on employees, no, that's not the one hold on.
[CUSTOMER][NEUTRAL] more.
[AGENT][NEUTRAL] I can also look it up by your name or social, if that's easier.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah, uh, my social is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEGATIVE] sorry
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Did my information come up?
[AGENT][NEUTRAL] I did. Let me get that pulled up. Just one moment.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And Ms. [PII], can I verify your date of birth?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You on the can is [PII].
[AGENT][POSITIVE] OK, thank you so much. And then do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Of course [PII].
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Actually they call that stuff day right.
[AGENT][NEUTRAL] And just need two other pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 5.
[AGENT][NEUTRAL] OK, and you're wanting to see about um potentially filing some disability claims for partial disability?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Right, I, I don't even know if that, I mean it, I mean anything is worth a try right now because that 20 hours is not gonna pay my car note, it ain't gonna pay my bills. I'm gonna be homeless by the time this month is up.
[CUSTOMER][POSITIVE] And I'm just trying to get back well and not stress about.
[CUSTOMER][NEUTRAL] Working and I was trying to get myself situated.
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] OK, um, let's see, so.
[AGENT][NEUTRAL] OK, what I can do is I can send you the forms to complete. Now there are, there's 3 sets of forms. There's the forms that your employer needs to complete, so your job will need to complete a set. You need to complete a set and then you need to take the other set to your doctor to complete so they can tell it, you know, how how much you can work.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you want me, you want me to email those to you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you please?
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna put I'm gonna email those over to you just give me a few minutes and then um like I said you can work work on getting those completed um and then um once you get all those completed get those sent into us and then we can look for potential uh you know, getting those processed through the system to see if it's eligible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh what do you do?
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][POSITIVE] OK, OK. All right, definitely will. Mm.
[AGENT][NEUTRAL] Is there anything else I can help with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that was what I really needed I sure thank you so much. I feel a little bit more ease.
[CUSTOMER][NEUTRAL] I really miss you guys.
[AGENT][POSITIVE] I totally understand. Well, I'll get those sent your way, so just look out for those and then if you have any questions, just don't hesitate to give us a call back, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I certainly won't thank you so much for all your assistance. You have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] You too. Goodbye.