AccountId: 011433970860
ContactId: 2bf0ad9a-50e7-4fbc-a160-560166c127fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185520 ms
Total Talk Time (AGENT): 76081 ms
Total Talk Time (CUSTOMER): 82652 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/2bf0ad9a-50e7-4fbc-a160-560166c127fd_20250319T20:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you doing?
[AGENT][POSITIVE] Good, how are you doing?
[CUSTOMER][NEUTRAL] I'm good, thank you for asking [PII]. I have an insured daughter on the phone. She's calling in regards to questions about the disability policy. She says she wants to file a claim, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm not sure how she's supposed to do that over the phone or is it that she need information on how to file a claim.
[AGENT][NEUTRAL] Uh, I can give her the information how to file it.
[CUSTOMER][NEUTRAL] Alrighty, so let me know when you're ready for the policy number.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'm ready for it.
[CUSTOMER][NEUTRAL] It is 259-316-9. It's for [PII]. However, she did give permission for me to speak with her daughter, [PII] on her behalf because she sounds a little older.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me get this pulled up real quick before we get her.
[CUSTOMER][NEUTRAL] Mm. Mhm.
[AGENT][NEUTRAL] OK, I've got her pulled up. You can go ahead and put her through.
[CUSTOMER][POSITIVE] Alright thank you [PII] have a good one.
[AGENT][POSITIVE] Thank you you too have a good bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye.
[CUSTOMER][POSITIVE] Hello [PII]. So I'm gonna transfer you over to [PII] and she's gonna better assist you. Thanks for calling APL and have a good day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi [PII], this is [PII] with the care team so I understand you need help filing a disability claim for Miss [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is is um Miss [PII] signed up on online service center?
[CUSTOMER][NEUTRAL] We um tied online, but the only option they gave us was the mail, print it and mail it out, um, but she does have like the online access.
[AGENT][NEUTRAL] OK, alright, so let me give you our website if it's telling you to print and mail it in, um.
[AGENT][NEUTRAL] So you can get the claim form.
[AGENT][NEUTRAL] That's going to be [PII].
[CUSTOMER][NEGATIVE] So it has to be mailed out like there's no way this like that's the only option.
[AGENT][NEUTRAL] Well, the, the thing is, is there's certain pieces to it, the um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Employer needs to fill out their portion. The physician has to fill out their portion, and then Miss [PII] has to fill out her portion of it.
[AGENT][NEUTRAL] And I can give you uh the address to send the claim into and you can fax it and I can give you that at um number also.
[CUSTOMER][NEUTRAL] I have all that. I've been transferred about 5 times now. If I would, if I would have knew that, I would have never called in. Um, it's fine. Uh, we can do it if we have to print it out online. That's fine. I could talk to compile it online. Um, this only I was holding on the phone this time.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] She says
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Hello.