AccountId: 011433970860
ContactId: 2be37238-9449-4ef9-acb6-eb648fd40d5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 837309 ms
Total Talk Time (AGENT): 395829 ms
Total Talk Time (CUSTOMER): 418654 ms
Interruptions: 6
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/2be37238-9449-4ef9-acb6-eb648fd40d5a_20250123T19:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, it's my lucky day. I better go buy a lottery ticket.
[AGENT][POSITIVE] It's your lucky day.
[CUSTOMER][NEUTRAL] Yeah, I got a hold of you the first call.
[AGENT][NEUTRAL] Oh, well, that was nice to say, who am I speaking with?
[CUSTOMER][NEGATIVE] little scary
[CUSTOMER][NEUTRAL] Well, that's [PII].
[AGENT][NEUTRAL] Oh, hey, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am. Hey, how you doing?
[AGENT][POSITIVE] Oh, I'm good. How are you today?
[CUSTOMER][NEUTRAL] I did all right. Hey, I need a favor. My lady friend was trying to print off that stuff from my email address, that packet for the paperwork to fill out, and she accidentally messed something up and she wants me to have you guys email it to her email because she's got hers linked into the computer, the big computer.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] OK, Mr. [PII]. So, um, you're needing to get that information re-emailed, but to a different email address?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, that stuff I talked to you about yesterday, the paper, the paperwork for the short term disability.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. So I, yes, I can help you, Mr. [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is your um policy number?
[CUSTOMER][NEUTRAL] Uh, I don't know what it is. I'll give you my social.
[AGENT][POSITIVE] OK. Yeah, that'll be fine. I'm ready.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. So one moment please.
[CUSTOMER][NEGATIVE] Yeah, I called this morning and I was waiting on hold to get to talk to you and some other lady picked up. I went ahead and let her help me, but apparently she must have got the email address written down wrong or something because [PII] said she never did get anything.
[AGENT][NEUTRAL] OK. Well, we'll certainly take a look.
[AGENT][NEUTRAL] And as you know, I do have to verify your information for security purposes. So,
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] First off, if you'll just go ahead and verify your date of birth.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the phone number we have for you is the same as the one you gave me, and lastly your email address that's on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes right.
[CUSTOMER][NEUTRAL] Uh, my this one I've got on file is [PII].
[AGENT][NEUTRAL] OK, all right, so thank you. Let's see here, so give me just a moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] I think we probably better go back to the way I originally had it because like I said, I, I'm terrible at it, and she tried to get on there to do it for me, and we had a mess for an hour and a half last night trying to get it figured out, and she never could get it to work last night too. She thinks it's the email, she thinks it's the email address she set up for me, so.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] OK, so now let's see, give me just, OK.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] That email that you just verified with me is where I emailed you your information yesterday.
[CUSTOMER][NEUTRAL] Yeah, and she couldn't get it to work there so I think I'll just have you go ahead and use her email address this time, um, like she wanted because she's got it hooked to the big, big uh big computer so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now let's see.
[AGENT][NEUTRAL] So I show the email.
[AGENT][NEUTRAL] That we sent it to earlier today. Do you have her email address?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][POSITIVE] But spell it out for me so I can make sure that they have it.
[CUSTOMER][NEUTRAL] Uh, it's [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir, that is what it's showing as far as um where it was sent to earlier today. It was sent this morning around [PII] central time.
[CUSTOMER][NEUTRAL] Of the are.
[AGENT][NEUTRAL] Mhm. Cause I just wanna make sure there wasn't a typo in that. OK, so.
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] What I'm gonna do, give me just a moment. I'm gonna pull the email up, Mr. [PII], that I sent to you yesterday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And just forward it to her.
[AGENT][NEUTRAL] And I'm just gonna forward that. Mhm. So give me just one second to locate it.
[AGENT][NEUTRAL] Because it's got that user guide attached along with the claim form.
[AGENT][NEUTRAL] All right, and it's gonna be coming from care team just like your other one did that you received. And again, I'm just gonna repeat the email to make sure of where I'm sending it.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so, um,
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] card.
[AGENT][NEUTRAL] And what is her name? Just for my notes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, is it [PII]?
[CUSTOMER][NEUTRAL] Yeah [PII] probably that.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, 22 yeah.
[AGENT][NEUTRAL] 2 2s, OK.
[CUSTOMER][NEUTRAL] Yeah, probably on that, and I can give you her cell number if you wanna send her a computer generated text to let her know that you've sent it.
[AGENT][NEGATIVE] Uh, yes, I can't do that. We don't have the ability to do that, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right, so again, it's gonna come from care team and I did put and it does say the exact same thing yours did. APL online service center. She may need to check her junk mail, [PII]. OK, so it has been sent, so she should be receiving that, I would say within, you know, 5 or 7 minutes.
[CUSTOMER][POSITIVE] Alrighty alrighty.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] But I do show it was sent earlier to that same email and I have just sent it.
[AGENT][NEUTRAL] So there's, hopefully she'll receive it this time, but
[AGENT][NEUTRAL] That's
[AGENT][POSITIVE] Everything appears accurate.
[CUSTOMER][NEGATIVE] OK. Yeah, I was gonna say that's, that's the way we had it set up before and everything just boom, boom, come right through always, but she was having a horrible time with that stupid email deal of mine, and uh I have an awful time messing with emails. I'm just not good at at all. I tell everybody, I just call you.
[AGENT][NEUTRAL] So have her check her.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, OK, let's see. I'm.
[CUSTOMER][NEGATIVE] Unfortunately, in today's world, though, there is nobody wants to call, you know.
[AGENT][NEUTRAL] It's, yeah, we're living in a completely different time period like, like we talked about yesterday. Everything of the digital and, you know, technical, digital, technical world. So the rest of us just have to adapt the best that we can in our age group.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Yeah it is it's.
[CUSTOMER][POSITIVE] Well, I tell you what, yes, you're exactly right. What's crazy is, I got some grandkids that are, well, I got, uh, see, 14 grandkids altogether, and uh 6 of them are [PII] or younger, and even the youngest one that's uh in kindergarten is better on the computer than I am.
[AGENT][NEUTRAL] Oh, yeah, that's because that's all they know. I mean, you know, that's, that's all they know now, is to um
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Well, my [PII] granddaughter that's always with me, if I'm home forming and stuff. Uh, well, she's been with me a lot since I've been off with these injuries, and, uh, heck, uh, she's on tablet constantly, and I was talking about something that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] day and I couldn't find it. She goes, Papa, here, let me look it up on my tablet. It was at 30 seconds and she was able to pull up what I can't find. I was looking for a caterpillar part for a cat truck engine, and uh I rattled off part or she typed it in and had it found. There was uh there was 1616 remanufactured uh nozzles in uh
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Uh, [PII], you know, it's the part numbers and I
[AGENT][POSITIVE] But yeah, just click and then and she had it for you, just like that.
[CUSTOMER][NEUTRAL] I know, she's only, she's only [PII] old. Isn't that crazy?
[AGENT][NEUTRAL] I know, but they, you know, they've grown up with all this technology. They have never experienced life without screens, as they call them. So, you know, we have, we'll depend on them.
[CUSTOMER][NEGATIVE] Right, right. Well, my, my [PII] grandson, yeah, my [PII] grandson set up my Roku TV that I bought back in September. I couldn't get it figured out. I was mad on the phone, on a customer service line, couldn't get it figured out.
[CUSTOMER][POSITIVE] And my [PII], well, he just turned [PII] old. His birthday is the day after mine, he turned [PII] a day, day after my [PII] birthday. And he goes, here, Papa, let me see that remote. He goes, I know what's mattering. He was at 3 minutes and had that thing did a channel search and everything else. I, I'm like, well, I'll tell you what, buddy, I said, I, I'll take you anywhere you want to go eat dinner.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Huh
[CUSTOMER][NEGATIVE] Unfortunately, that bought me a trip to Taco Bell, and I hate Taco Bell, so.
[AGENT][POSITIVE] That's great. Hey, but you do what you gotta do and a Taco Bell is, you know, if you got off light enough by just having to go to Taco Bell, instead of having to call like a real technical IT person from my company, hey, I think that's a pretty good deal.
[CUSTOMER][POSITIVE] You bet you, [PII]. You betcha. You betcha. Well, I, I appreciate your help on that deal. I, uh,
[AGENT][POSITIVE] Pretty good deal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, you're welcome. Um, so I have.
[CUSTOMER][NEUTRAL] I'm sorry to have to bother you here again today.
[AGENT][NEUTRAL] Oh, you're not No, you're not bothering me at all. And I did send that request yesterday to also have your forms mailed to you, but like we talked about, you know, that's gonna take even longer, but the email, she should have that. I mean, if you, if there's any way you can contact her, um, if she doesn't see it in her inbox, Mr. [PII], she may want to check her junk or spam folder to make sure it did not go there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but again, you know, it, it will look just like the one that I sent to you yesterday. It's from Care Team and it has the APL in the subject line and um all I did was forward that same email.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] OK, OK, hey, I appreciate you, [PII]. I'm sorry to be a pain.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] You are not being a pain at all. Uh, not at all. So if we, if she doesn't get it and then we can help you with anything else, just give us a call back.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEGATIVE] Well, I sure do think you know, like I tell everybody, everybody's pain in the ass very few admit it.
[AGENT][POSITIVE] Hey, if you can own something, that's what I say. Just raise your hand and own it. But by no means are you being a pain to me. It is my pleasure to help you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][MIXED] Well, well, I very much appreciate it. I know I annoyed the lady I talked to this morning when I was holding for you to death. She, she got a little short with me. She didn't have much of a sense of humor like you and I do, so I, I could tell she was about ready to run away screaming.
[AGENT][NEUTRAL] 000, I'm sorry.
[AGENT][NEUTRAL] Uh, well, I'm sorry. I'm sure she wasn't. Um, it's.
[CUSTOMER][NEGATIVE] Uh, she was probably just too many calls. She said y'all was covered up for.
[AGENT][POSITIVE] Yeah, we, we've been very busy and that's why I was telling you, if I'm available, I'll be more than happy to talk to you when you call in, but sometimes, you know, you may have to hold for a long time because our calls the way, the way they come to us. So, you know. You can always ask and if available, I can, but if not, any of my other team members are certainly capable to help you.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] You bet you. Well, I
[CUSTOMER][POSITIVE] You betcha. You betcha. Well, I very much appreciate all of you and uh I will talk to you later if I need anything. And, and if you see Ms. [PII], be sure and tell her I said hi.
[AGENT][POSITIVE] Well, you're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I certainly will. I will let her, I will certainly tell her, yes.
[CUSTOMER][NEUTRAL] I talk to her once a month or twice a month, every month for over 6 months. I got pretty used to this and whether she's such a nice lady.
[AGENT][NEUTRAL] Yeah, she is. Uh, she is like [PII] too.
[CUSTOMER][POSITIVE] Well, hey, you have a great day, [PII]. I appreciate the help.
[AGENT][POSITIVE] You too. Absolutely. Anytime, Mr. [PII]. So if that's all for the moment, you're, yeah, you're welcome. Have a great afternoon. No, no problem.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][POSITIVE] Yes, ma'am. I'll quit bothering you for now. You do the same, man. Thank you so much.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Bye bye now.
[AGENT][NEUTRAL] All right, bye bye.