AccountId: 011433970860
ContactId: 415dff59-17a9-451b-86d2-3bf6bd242498
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225160 ms
Total Talk Time (AGENT): 78471 ms
Total Talk Time (CUSTOMER): 143956 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/415dff59-17a9-451b-86d2-3bf6bd242498_20250401T16:37_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I got my, all my disability claim forms, but I'm struggling to, uh, I'm struggling big time trying to fill all this out, cause my, cause I don't have any nerve or feeling in my hands, and I'm having a hard time filling all my paperwork out. I wonder if you guys are able to help me over the phone.
[AGENT][NEUTRAL] OK, so unfortunately we are not able to fill out like we can't file claims over the phone, they have to be filled out by paper. Do you have somebody that you like know and trust that can help you fill it in like the just the writing portion of it?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, I'm trying to find somebody to help me fill this out.
[AGENT][NEGATIVE] I wish we could do it over the phone and just do it like verbally, but we're it's, it's just not part of our policy.
[CUSTOMER][NEUTRAL] Well this is
[CUSTOMER][NEUTRAL] Yeah, I know, I know. It ain't like how it used to be like the [PII] and the [PII] where people are able to help each other out. Today is always some type of excuse.
[CUSTOMER][NEGATIVE] And nobody can't help nobody out anymore these days.
[AGENT][POSITIVE] I am definitely really sorry about that. Um, I know that they are
[CUSTOMER][NEGATIVE] Uh, there ain't no sorry, there ain't no being sorry about for it and all that stuff. It's just today's world got their nose shoved up somebody in and don't want to do nothing right these days anymore. It's all about selfish and greedy greediness.
[CUSTOMER][NEGATIVE] So, I'm having a, I'm having a hard time filling all this, all this stuff out. So if I end up just sending it to you, knowing not to you guys just blink and all that stuff, it is what it is because I can't, I can't write.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, um, I've seen like.
[CUSTOMER][NEUTRAL] will, will that, will, will that be a problem?
[AGENT][NEUTRAL] If it's not filled out the form has to be filled in its entirety, but I've seen like situations where the like employer helps people fill out their forms, so maybe your employer group would be able to assist you with that.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, my, my point, my.
[CUSTOMER][NEUTRAL] Yeah, but the employer in [PII] and I live all the way over in [PII], so that's gonna be.
[AGENT][NEGATIVE] Oh goodness, that's far off.
[CUSTOMER][POSITIVE] Yeah, so that's what I was saying that I only can do so much and I'm just gonna like know all whatever I can do and all that stuff. I'm gonna mail it so you guys know and all that stuff, whether if it's blank or not and all that stuff. I mean, I think that you guys should be able to help me. I mean, can't, you can't be that, that selfish or the person that wrote the policy up can't be that selfish.
[AGENT][NEUTRAL] Do you um do you have like speech to text because they're form fillable online so you can like use voice to text to like put it in on your phone maybe like that might be an option to save you from physically writing it because that PDF is a fillable PDF.
[CUSTOMER][NEUTRAL] No wonder why I don't
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, I don't know how to do all that.
[CUSTOMER][NEUTRAL] Alright, um, I don't know, um, I just.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEGATIVE] I gotta figure some, I'll figure something out, and all this stuff cause I don't know, I really don't know all this paperwork and all that stuff. I can't write. I can't do nothing, and no, I really can't do any writing cause it just hurts my hands.
[CUSTOMER][NEGATIVE] You know, worse doing things, so I, I'll find somebody but they help me to fill those out and all that stuff. It's not, it's going blank, I'll send it to you guys.
[AGENT][NEUTRAL] OK. Well, I definitely.
[CUSTOMER][NEGATIVE] Because I, I, I can't write. I'm telling, uh, I'm letting you guys know what's up, what's going on with my situation. So, I mean, if I'm, if you guys gonna ignore my situation, then, then that's on you guys, not me.
[AGENT][POSITIVE] OK, I, I'm so sorry. I wish I could, I wish I was [PII] based that would help.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I