AccountId: 011433970860
ContactId: 36ba1e04-4924-4b8b-b5ca-c6659e13fe05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182360 ms
Total Talk Time (AGENT): 83792 ms
Total Talk Time (CUSTOMER): 68999 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/36ba1e04-4924-4b8b-b5ca-c6659e13fe05_20250530T15:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah [PII], this is [PII] and I talked to you the other day. I was gonna send in the paperwork, um, fax it to you guys, and I just looked at my cover sheet and I forgot to put claims department. I was just wondering if you guys received that or I need to fax it again.
[AGENT][NEUTRAL] OK, Miss [PII], so you all have faxed in the claims information and you're just wanting to see if it was received.
[CUSTOMER][NEUTRAL] Yeah, but I, I just put, yeah, I just put the name AP or the company APL and then I put your name on there, but I forgot to put claims department.
[CUSTOMER][NEUTRAL] And so I just wanted to check and see if we need to re fax it.
[AGENT][NEUTRAL] OK, Ms. [PII], well, I'll be happy to check that for you. Um, what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is the policy number?
[CUSTOMER][NEUTRAL] 023
[CUSTOMER][NEUTRAL] 10691
[AGENT][NEUTRAL] OK, thank you. One moment while I get the information pulled up.
[AGENT][NEUTRAL] And as you know, I will have to verify several things first for security purposes, and any information provided is the verification of benefits and not a guarantee of payments. So if you could first please verify your husband's name and date of birth.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Yes, this is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then the home mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And then the uh phone number, the primary phone number that we would have for Mr. [PII] on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now, Ms. [PII], when did you all fax this?
[CUSTOMER][NEUTRAL] I faxed it on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I do see that we did receive some information on the [PII] that is in line for review.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's the only.
[CUSTOMER][NEUTRAL] Now, also I noticed that the UTBA disability claim form that he had to sign at the bottom. I didn't fax that, so do you need me to fax that today we faxed everything else, but I didn't fax that.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] We were
[AGENT][NEUTRAL] Yes, ma'am. We'll have to have the entire claims information for review, all sections. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, I'll, I'll send that, I'll send that in today.
[AGENT][NEUTRAL] OK. Well, is there anything else that I could help you with?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Well, you're welcome and thank you for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you