AccountId: 011433970860
ContactId: 41b76e90-e3f4-417b-8d04-26fdea9d2957
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297989 ms
Total Talk Time (AGENT): 65021 ms
Total Talk Time (CUSTOMER): 161127 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/41b76e90-e3f4-417b-8d04-26fdea9d2957_20250327T16:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, good morning. My name is [PII].
[AGENT][POSITIVE] OK, good morning.
[CUSTOMER][NEUTRAL] I'm, I'm calling
[CUSTOMER][NEGATIVE] Yes ma'am, I got a I got a problem with the application that uh.
[CUSTOMER][NEUTRAL] That that had been submitted to me.
[CUSTOMER][NEUTRAL] So I want to see if you could help me with that.
[AGENT][NEUTRAL] OK, do you have a policy with us?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] Policy number 02432636.
[AGENT][NEUTRAL] OK, thank you. And do you have your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your address?
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] And then lastly, what's your email address, [PII]?
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] OK, thank you. OK, and so you got, did you get correspondence from us or what, what did you receive?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, I, I received an application to fill.
[CUSTOMER][NEUTRAL] So I could get my my claim, no?
[AGENT][NEUTRAL] OK, for your disability?
[CUSTOMER][NEUTRAL] But, but the application?
[CUSTOMER][NEUTRAL] Yeah, yeah, disability insure, uh, disability clean the, the, the application that's been submitted to me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I cannot get to write on it. The doctor, the doctor gets to write his part on it.
[CUSTOMER][NEUTRAL] But [PII], for my employer, she could not write on it.
[CUSTOMER][NEUTRAL] So she filled a new application and sent to me.
[CUSTOMER][NEGATIVE] But I also cannot get the rate on the one that she also forward to me.
[CUSTOMER][NEUTRAL] So I want to know what's the problem with the application.
[AGENT][NEUTRAL] Are you trying to write on it through the computer, is that what you mean?
[CUSTOMER][NEGATIVE] I tried to write on it with a laptop computer and, and also on the phone, but it would not write.
[AGENT][NEUTRAL] Well, it requires an actual signature, so that's why. Are you able to print it off and fill it out?
[CUSTOMER][NEUTRAL] But what, what I, what I want to know.
[CUSTOMER][NEUTRAL] Now that I cannot
[CUSTOMER][NEUTRAL] Get to write on it.
[CUSTOMER][NEUTRAL] Could I, could I, uh, fill, fill it on, on the pen?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But I fill it with pen and then uh send my part to you.
[CUSTOMER][NEUTRAL] And then the doctor part would be uh typing.
[CUSTOMER][NEUTRAL] And, and [PII] probably be on typing. Would that work?
[AGENT][NEUTRAL] Yes, that would work, yeah, if you can print it off, you can fill it out with a pen, be sure and sign it.
[AGENT][POSITIVE] And then you can scan that over to us. That'll work just fine.
[CUSTOMER][NEUTRAL] OK, so that that would be two different applications I would be sending in because.
[CUSTOMER][NEUTRAL] The doctor fill 11 application and then [PII] fill the other one so then I would have to.
[CUSTOMER][NEUTRAL] Fill my with pen.
[CUSTOMER][NEUTRAL] And then scan it on to you.
[AGENT][NEUTRAL] Yeah, there's 3 different forms, one for the doctor, one for your employer, and one for you, so that's what's required.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yes, but I would have to print my oh.
[CUSTOMER][NEUTRAL] And, and, and write it with pen and then scan it to you. That would work, that would work.
[AGENT][POSITIVE] Yes, that'd be, that'd be good. That'd be just fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know how to do that and uh.
[CUSTOMER][NEUTRAL] OK then that's about all I wanted to know so because I need to get my money now I'm ready to go back to work. I wanna get my money.
[CUSTOMER][NEUTRAL] Before I go back to work.
[AGENT][NEUTRAL] OK, yeah, if you'll get that done to us and sent, we'll get uh start processing on that, OK?
[CUSTOMER][NEUTRAL] OK, because I have to go back to work on the [PII].
[CUSTOMER][NEUTRAL] So I need to get that done.
[CUSTOMER][NEUTRAL] As soon as possible, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK then thanks for your help then I'm gonna go ahead and try to get that all straighten out today and forward it on to you.
[AGENT][POSITIVE] OK, thank you [PII] and if you need any help filling it out, just give us a call back OK?
[CUSTOMER][POSITIVE] OK, thank you too bye bye.
[AGENT][POSITIVE] Thank you. Have a good day. Thanks for calling APL.