AccountId: 011433970860
ContactId: 2f0420b4-33ee-4cd3-9a27-69ebc576a94e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 545169 ms
Total Talk Time (AGENT): 136303 ms
Total Talk Time (CUSTOMER): 64845 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/2f0420b4-33ee-4cd3-9a27-69ebc576a94e_20250127T14:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] If that money
[CUSTOMER][POSITIVE] Yes, ma'am. How are you doing today?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][POSITIVE] I'm great. I need to find out what do I need to do to file a continuation on a claim I have with you all.
[AGENT][POSITIVE] OK, sure I can assist you with the instructions and may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number, Mister [PII]?
[CUSTOMER][NEUTRAL] Yeah, 02243.
[CUSTOMER][NEUTRAL] 426
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I have the claim number too if you need it.
[AGENT][POSITIVE] Mm, it's OK. Thank you.
[AGENT][NEUTRAL] OK. May I have your date of birth for security followed by the mailing address and email address on file.
[CUSTOMER][NEUTRAL] [PII] [PII] and the mailing address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Well, don't want you to just do that if you gonna work on Friday you going in your lunch so it won't interfere with you.
[AGENT][NEUTRAL] OK. And let's see.
[AGENT][NEUTRAL] So you say you need a continuation to continue the disability, correct?
[CUSTOMER][NEUTRAL] Yes. Yes.
[AGENT][NEUTRAL] OK. All right. um, so what you're gonna need to send in is um
[AGENT][NEUTRAL] The form again. Uh, now, the part that we need at this point is let me go ahead and check the notes. One moment.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like we're gonna need the whole claim form filled out again.
[CUSTOMER][NEUTRAL] The whole claim form again?
[AGENT][NEUTRAL] Yes, mhm, yeah, because it looks like on the based on the information I got here, um, it was paid to or it was, um, the disability was till [PII]. So if that was the day that you were gonna go back to work and that's the date on the paperwork, then we need the whole paperwork to be filled out again, your part, the doctor part indicating that you're gonna be out for longer than that and your employers.
[CUSTOMER][NEGATIVE] So I gotta go through all this uh wages and all this all over again.
[AGENT][NEUTRAL] And the elimination period, no, because um you already had that on and this is a continuation. We just need to know that you need to continue and how long we need to continue this for again.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, so can you email me what I need to get filled out, please?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK. Uh, it's gonna be the same thing, but yeah, I can go ahead and send you the claim form with the instructions. Um, do you mind holding for me while I send this out to you right now?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII]. I went ahead and send that email. Um, do you want to check and see if you got the email with the form?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can also find this information through our website at [PII]. It's gonna be on the claims and forms and the first page has the instructions or you can click on show more the website and it will show you the instructions on what to do when continuing.
[CUSTOMER][NEUTRAL] OK, I think I have it.
[CUSTOMER][POSITIVE] OK, yes, I have it.
[AGENT][NEUTRAL] OK. Alright, is there anything else I may help you with today? Any other questions or concerns Mr. [PII]?
[CUSTOMER][POSITIVE] No, ma'am, you've been, you've been most helpful.
[AGENT][POSITIVE] You're welcome. Well, thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you, you do the same.
[AGENT][POSITIVE] Thank you.