AccountId: 011433970860
ContactId: 29f4c54e-4a88-4d83-8c38-47aa02605c45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114830 ms
Total Talk Time (AGENT): 66152 ms
Total Talk Time (CUSTOMER): 39659 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/29f4c54e-4a88-4d83-8c38-47aa02605c45_20250121T22:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII]. I had talked to someone earlier today about having some forms sent out to me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was, were you the one I was talking to? Yeah, I just wanna know, can those same forms be faxed to the facility where I am now? I have the fax number.
[AGENT][NEUTRAL] We don't have a way, unfortunately, [PII] to fax them. I'm so sorry. I don't think you were talking to me earlier.
[CUSTOMER][NEUTRAL] OK, OK, because they were gonna be mailed out she said either this afternoon or tomorrow.
[AGENT][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] And I was just trying to get him a little faster.
[AGENT][NEUTRAL] Was it a claim form that you were needing? Is that what it was?
[CUSTOMER][NEUTRAL] Exactly, yes, I need to file a claim.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] If you need access to the claim form you can also get those from our website if you have access to the Internet and you can print them from there.
[CUSTOMER][NEUTRAL] OK, what's the website?
[AGENT][NEUTRAL] The website would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, that's it.
[AGENT][NEUTRAL] Yeah, when you go to the website on the top right hand side of the page you're gonna see a link there for claims and forms and when you click there it's gonna take you to a list of claim forms. Do you know what type of plan you have with us?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's a short term disability.
[AGENT][NEUTRAL] OK, so you'll see that form then listed there you'll wanna click on it and you can download it or print it and it will give you complete instructions also what you need to submit with your claim.
[CUSTOMER][POSITIVE] OK. OK. All right. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] Uh huh you too bye.
[AGENT][NEUTRAL] Bye bye.