AccountId: 011433970860
ContactId: 342f8419-727e-4864-a788-ca25ca01836b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248320 ms
Total Talk Time (AGENT): 73097 ms
Total Talk Time (CUSTOMER): 96109 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/342f8419-727e-4864-a788-ca25ca01836b_20250219T18:22_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm not sure of my policy number, but I can give you my social.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Um, can I ask you some other questions before you get into that? Could you give me a callback number?
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright [PII], give me one moment, let me get to the screen where I can enter your social.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, could you please provide me with that number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Could you please verify your date of birth, address, and email address, please?
[CUSTOMER][NEUTRAL] [PII] is my birthday. Email address, uh [PII] or either it's [PII], and my address is [PII].
[AGENT][POSITIVE] [PII], thank you so much for verifying that information. I do have your disability policy pulled up. How can I assist you today?
[CUSTOMER][NEUTRAL] Um, I had problems uploading documents, uh, uh, I wasn't very computer savvy, and I tried to upload one and it came out one sheet, so I tried again and again and again over and over, and I'm not sure if everything went through or not.
[AGENT][NEUTRAL] Do you know how many you submitted? How many sheets it's supposed to be?
[CUSTOMER][NEUTRAL] It's supposed to be 6.
[AGENT][NEUTRAL] All right, one moment. Let me take a look.
[AGENT][NEUTRAL] All right, [PII], it looks like the only thing we received is the statement of insured, which is page 2 of the claim form. Uh, we did not receive any of the other um pages.
[CUSTOMER][NEUTRAL] OK, and Megafor still haven't sent you their portion either, right?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] OK, because last time I tried to send her, she said that it wouldn't open evidently there's something on in the middle of the paragraph that's encrypted, so she can't even open it when I send it to her. So she told me to resubmit it and send it as a, not a PDF. Oh, send it as an attachment so she can open it up and print it out or whatever. So God almighty, this is a process. Um, is there a time window on this? Like sometimes it'll be like you got such and such days before I have to start all over again? Is there anything?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, I guess I'll just go back to the drawing board and try again.
[AGENT][NEUTRAL] Yeah, you can upload it um or if you can get it faxed to us, but yeah, the only page that we do have is page number 2.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So we are missing um the rest of yours, the physician's form, and the pro um in your jobs.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, just notate that I'm having difficulty uploading documents. I'm gonna keep trying today. I'll keep trying until I get, I try to combine.
[AGENT][NEUTRAL] Yeah, if you can't then um I would try to get to a fax machine to fax those if you can't. All right.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you for calling ATL. Have a great day.