AccountId: 011433970860
ContactId: 3eac43ba-3e6c-491f-9b7e-eb66ec5e9661
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 591400 ms
Total Talk Time (AGENT): 126884 ms
Total Talk Time (CUSTOMER): 175666 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/3eac43ba-3e6c-491f-9b7e-eb66ec5e9661_20250319T14:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. I called and got assistance from, I think, [PII], uh, with my claim, and she faxed off the document problematically. The employer does not know how to fill it out, so I called corporate to see if they could do it. So I don't have to wait for somebody to come in on Monday because you guys just got all my documents in and that was gonna be a day. I'm gonna give you my social so you can pull up my.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, claim.
[AGENT][NEUTRAL] OK, what is your social please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look it up real quick.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], can you please uh verify your date of birth for me, ma'am?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, my phone number is [PII]. My.
[CUSTOMER][NEUTRAL] Email address is either [PII] or [PII], and my mailing address is [PII].
[CUSTOMER][NEUTRAL] And birthday, [PII].
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Oh, thank you.
[AGENT][POSITIVE] Alright, I appreciate you verifying your information and that if we get disconnected, is the number you just gave me a good one to call you back?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes. [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK thank you perfect OK so you said that you are trying to get your claim form sent to corporate.
[AGENT][NEUTRAL] Um, for them to fill it out.
[CUSTOMER][NEUTRAL] No, yes, um, none.
[CUSTOMER][NEUTRAL] No, no, I sent it to the office. The how you say the, the, the, the, the, the form in question is the policyholder statement, so you guys just received all of my stuff by snail mail.
[CUSTOMER][NEGATIVE] Um, the last form that needs to be filled out is the disability claim form policy statement. I, the lady that I just spoke to sent it to Megaforce problematically the lady in the office, don't know how to fill it out. Her supervisor won't be back for money. So I call corporate myself and then got access to another Megaforce individual, and she is on standby to receive the fact so that she can fill it out, but she works for Megaforce.
[CUSTOMER][NEUTRAL] So I'm needing the policy statement that was just sent by [PII]. I might be saying her name wrong. Forgive me if I am. I'll get it sent to the correct person that can fill it out now. She's the HR representative.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I'm gonna put you on a quick hold. I'm gonna try to find the policy statement that [PII] sent you so that I can, uh, you're wanting it faxed to the office or you want it sent to you by email?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] I want you to fax it to the HR representative for Megaforce, yes.
[AGENT][NEUTRAL] OK, and what is that um fax number, please?
[CUSTOMER][NEUTRAL] The fax number is [PII] and it's attention [PII], last name [PII] She's on standby waiting for it.
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on a quick hold. I'm gonna look for that um form that needs to be faxed over and I'll be right back.
[CUSTOMER][NEUTRAL] Thank you, it should be the last thing in my file that the the lady just sent 15 minutes ago. She just sent it to Megaforce, so this is the Megaforce lady.
[AGENT][NEUTRAL] Yes ma'am, I understand it's gonna be just a moment while I pull it up, OK?
[CUSTOMER][NEUTRAL] Yeah. Oh right.
[CUSTOMER][POSITIVE] No problem. Thank you. You are on hold.
[AGENT][POSITIVE] Thank you, ma'am.
[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][NEUTRAL] Come on now.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] back with you again. So Miss [PII] is the one that sent that fax, and I'm unable to get to the fax that she sent, so I'm sending her an email and asking her to fax it to Ms. [PII] at [PII] so that she can take care of it for you and make sure that she gets it, OK?
[CUSTOMER][POSITIVE] Great, great, great.
[CUSTOMER][POSITIVE] Wonderful. Um, is there any way, um, that you could call back after she gets the information just to confirm that somebody, a human actually received it?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The request to send it out anyway.
[AGENT][NEUTRAL] Right, um, I'm gonna put.
[AGENT][NEUTRAL] Right, I'm gonna put in the email. I'm gonna request for Miss [PII] just to give you a call back just to confirm that it was sent.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][POSITIVE] Sounds lovely. Thank you so much for your help.
[AGENT][POSITIVE] You're very welcome. I hope you have a great day and we appreciate you calling APL. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] You do.
[CUSTOMER][POSITIVE] No, that's everything thank you.
[AGENT][POSITIVE] You're welcome. You take care. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh.