AccountId: 011433970860
ContactId: 3b1517d3-be2b-4667-ac0d-3f9289a7afca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338029 ms
Total Talk Time (AGENT): 149502 ms
Total Talk Time (CUSTOMER): 165088 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/3b1517d3-be2b-4667-ac0d-3f9289a7afca_20241230T17:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], um.
[CUSTOMER][NEUTRAL] I'm calling on behalf of [PII]. Um, we just filed a short term, oh sorry, I can't speak, a short term disability claim form. I'm his wife, um.
[CUSTOMER][NEUTRAL] And I have a question, um, when we, I have a a um claim number does that help?
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], I will have to receive Mr. [PII]'s authorization in order to be able to speak to you regarding his policy.
[CUSTOMER][NEUTRAL] OK, he should he received that this morning he should have by email so um let me get him to take care of that. He's supposed to sign it I think and send it back, um.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] OK, I can go, let me go ahead and pull up the policy to verify the information we have on file so that I can make a note regarding our conversation. So, Miss [PII], first off, uh, what is a good callback number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number, please?
[CUSTOMER][NEUTRAL] Um, policy number, oh wait.
[CUSTOMER][NEUTRAL] Let me see if that printed the social.
[CUSTOMER][NEUTRAL] Last name do do do do do OK right here let's see.
[CUSTOMER][NEUTRAL] Um, OK, is it got a bunch of letters in front of it?
[AGENT][NEGATIVE] No, ma'am, not for American public life, it wouldn't.
[CUSTOMER][NEUTRAL] OK, let's see, let me look different place.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got a bunch of numbers.
[CUSTOMER][NEUTRAL] 02184951.
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] OK, and if you could please verify Mr. um [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and the home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And his phone number?
[CUSTOMER][NEUTRAL] Uh, his personal cell is [PII].
[AGENT][NEUTRAL] OK, thank you. And then his email.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. So, um, and looking at the profile, Miss [PII], you said that someone emailed him this morning.
[CUSTOMER][NEUTRAL] Yeah, I had talked to [PII] and um.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] At that time I think she was gonna email him um do.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] The third party authorization.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah, and um.
[AGENT][NEUTRAL] Right. Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah we had um.
[CUSTOMER][NEUTRAL] I think submitted the right claim and um we we're going to do some blood work and gonna stop at the doctor's office and um.
[CUSTOMER][NEUTRAL] Is there nothing for the doctor to sign?
[CUSTOMER][NEUTRAL] On the, like, I know, like I have long-term disability and I know my doctors and stuff had to sign a bunch of stuff. Does that come later?
[AGENT][NEUTRAL] No, ma'am, in the APL claim form.
[CUSTOMER][NEUTRAL] From you.
[AGENT][NEUTRAL] It has all of, there's different sections, one for his employer, for him, and for the physician.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEGATIVE] I don't know, maybe I did the wrong thing.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] But I don't see that at this point we have received, I see that [PII] did email that after she talked with you, but we haven't as of now, that's not on the profile as being received back. So as I mentioned to you, for security purposes, Ms. [PII], until we get that, I can't, but on our website to make sure you have the correct disability claim or he does claim form.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] That would just be obtained from from our website at [PII].
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And you click on claims and forms.
[AGENT][NEUTRAL] And locate the short term scroll down. You can filter by product.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you would search for the disability claim form?
[AGENT][POSITIVE] And you can download it and print it.
[CUSTOMER][NEUTRAL] Oh, OK, OK, maybe I filled out the wrong one. OK, all right, thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome. So is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, I'll, um, I'll make sure he gets that sign so I can talk to somebody.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am, but I hope you understand that legally and for security purposes, also, we need to have that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, yeah, I worked in HR, so I got it.
[AGENT][NEUTRAL] Now, you understand, then you do understand.
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] So, um, is there anything else that I could help you with at the moment?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] OK. You're welcome and thank you again for calling APL. I hope you have a great afternoon, Miss [PII] and also [PII].
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.