AccountId: 011433970860
ContactId: 28d61ded-8873-40c8-9304-2b1f078e8cee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241470 ms
Total Talk Time (AGENT): 80068 ms
Total Talk Time (CUSTOMER): 71245 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/28d61ded-8873-40c8-9304-2b1f078e8cee_20250403T13:38_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, Ms. [PII], this is [PII]. I was calling, uh, my employer is MAU Work Solutions. Uh, I was calling because, uh, I will be, I've been put out of work for, for 7 weeks. Uh, so I was calling in regarding short term disability. This something that you can assist me with?
[AGENT][NEUTRAL] Uh, sure. Do you have your, um, policy number?
[CUSTOMER][NEUTRAL] Um, I don't, it's probably my wallet in my car, which I can't get to right now. Is there something I can give you to look at my information?
[AGENT][NEUTRAL] Uh, can I get your social security number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said this was for your short term disability?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let me get that pulled up. Give me one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, Mr. [PII], I just need to verify a few pieces of information. What is your birth date?
[CUSTOMER][NEUTRAL] My birthday is [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] And then lastly your email address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Oh, and then um also your callback number just in case I get disconnected.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let's see what we have here.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so you're wanting to file a short-term disability claim, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Make sure
[AGENT][NEUTRAL] Um, do you have option to get on our portal, um, that's where you can download claims or I can a claim form, or I can email it to you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You could, could you email it to me?
[AGENT][NEUTRAL] Yeah, absolutely. So there's gonna be, there's gonna be 3 forms that have to be completed. There's one for you, one for your employer, and then one for the physician that says you need to be off work.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, I'll get that email to you right now and then just look over those forms and is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, once completed, uh, who do I need to send it back to or send them in?
[AGENT][NEUTRAL] You'll send them into us um there'll be information on the claim forms where to submit them back to because you can mail them or fax them.
[CUSTOMER][POSITIVE] OK. OK, perfect.
[CUSTOMER][POSITIVE] That sounds great.
[AGENT][POSITIVE] OK, well if you have any questions when you fill out this form, please don't hesitate to give us a call back OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.