AccountId: 011433970860
ContactId: 2c6a84cd-c895-43ac-b06a-a784fe29f274
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 413010 ms
Total Talk Time (AGENT): 188540 ms
Total Talk Time (CUSTOMER): 145613 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/2c6a84cd-c895-43ac-b06a-a784fe29f274_20250605T14:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I got hurt at work and I'm gonna probably be off for a while. I'm trying to see if I could get short term disability or.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You wanna know if you have a short term disability or if you could uh do this through the uh.
[CUSTOMER][NEUTRAL] Workman's comp or can I do this for workman's comp?
[AGENT][NEUTRAL] OK, OK, so we are not affiliated, don't have anything to do with workers' comp, um, but I can see if you have a short term disability policy with us, um, what was your name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have a policy number?
[CUSTOMER][NEUTRAL] Uh, oh, I see your card again. I got a, I got my card right here. It says, uh, medical ID number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, we can try that.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] That's D436.
[CUSTOMER][NEUTRAL] 00
[CUSTOMER][NEUTRAL] 715.
[AGENT][NEUTRAL] OK, so [PII], that's not one of our policy numbers, uh, that is through they're called 90 degree benefits, um, that is part of a multi plan so uh if you call the number on the back that's where it can get a little bit confusing. I can see if you've got a policy with us, um, but I would have to use your social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, we called the one and it was a pharmacy number. And we called the other one that was, so that's where it's getting confusing so we just, she said you can give her.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Social security number, uh.
[CUSTOMER][NEUTRAL] You said you need my social security number?
[AGENT][NEUTRAL] Yes, if we want to see if you do have a policy with us.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, I do believe I found you, uh, [PII] just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, I've got a different, I'm sorry, I've got a different address for you here. Um, this one looks like it's in [PII].
[CUSTOMER][NEUTRAL] Oh, that's my dad's, that's fine too.
[AGENT][NEUTRAL] OK, could, could you confirm that for me?
[CUSTOMER][NEUTRAL] That your mouth.
[CUSTOMER][NEGATIVE] Oh shit, I'm gonna have to find a piece of paper, uh, [PII], I think it is.
[AGENT][NEUTRAL] OK, I've, I've got [PII], um, is that correct?
[CUSTOMER][NEUTRAL] [PII] and
[CUSTOMER][NEUTRAL] Yeah, that's what it was.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, so that's good. Alrighty, appreciate you verifying that. Um, last thing I need is the email address we've got on file for you. Uh, looks like it's a uh Gmail account.
[CUSTOMER][NEUTRAL] Oh [PII]. That might be my dad's [PII].
[CUSTOMER][NEUTRAL] I think that's what it is.
[AGENT][NEUTRAL] Um, close, so I've got [PII]. Is that right?
[CUSTOMER][POSITIVE] Yes sir, yes ma'am.
[AGENT][NEUTRAL] OK, OK, just wanna confirm that what we have is correct. Alrighty, [PII], well I appreciate you verifying all of that so you do have a short term disability policy with us, um, whenever you're ready I can go ahead and give you that correct policy number.
[CUSTOMER][NEUTRAL] Uh, yes, I gotta get a pen real fast.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hold on, get a piece of paper. I got one on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] That's where you're hoarding the pins at.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, alrighty, it is [PII].
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, so what I can, oh I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, that's correct. OK, so as far as filing these claims with us, you do have a few different options um do you have access to a desktop or a laptop computer?
[CUSTOMER][NEUTRAL] No. No.
[AGENT][NEUTRAL] OK, um, typically through our online portal, uh, it would be the quickest and easiest way to get claim information to us. Uh, however, it's support for limited devices, or for, um, mobile devices are very limited, um, so it would have to be on a desktop or a laptop. So what I can do instead, I can email you a claim form you can get them on our website as well, but I can go ahead and just send it to you if you prefer.
[AGENT][NEUTRAL] Um, you would just fill that information out. uh, your physician, uh, would also fill out a portion as well, uh, with what's going on and all of that, and then you can send it back to us, uh, either through fax or by mail.
[CUSTOMER][NEUTRAL] OK, it that that will go to my dad's phone and then he will have to fill that out.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] That's OK, uh, I could send it to a different address, I mean different email address.
[CUSTOMER][NEGATIVE] Oh well it no.
[CUSTOMER][NEUTRAL] Yeah, I don't remember. It will go to his, but I'll get it done. He will, he will be over here in a little bit.
[AGENT][NEUTRAL] OK, so you want me to send it to this Gmail account that we have on file?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] OK, OK, sure, I'll go ahead and get that sent now and if you have any questions or anything definitely give us a call and we'll help you out.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Alrighty, yeah, was there anything else I could help you with at the moment?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] Of course alrighty I hope you have a great rest of your day. Thank you.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][NEUTRAL] Bye bye.