AccountId: 011433970860
ContactId: 41daa46b-2698-44fe-a05a-4fe7a12e6fe6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 476679 ms
Total Talk Time (AGENT): 197804 ms
Total Talk Time (CUSTOMER): 206179 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/41daa46b-2698-44fe-a05a-4fe7a12e6fe6_20250108T22:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII], and I have a question. Um, this is my, I guess, 2nd time having to um send you guys, I guess a monthly paper for my claim every month. I can't remember which pages it is you guys need me to send in, and then I also need help with finding out, I guess, my new um.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Like, how do I get my information like who my new policy and everything with saying that the new season just started here, I guess on [PII], so I should have new policies or new coverage and I um I have a few appointments that I need to get to, so how do I find out about the exact coverage or like the plan so I can get the numbers, you know, yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, absolutely, yeah, we'll take a look at that policy um and then I'm sorry, uh, you said that we were missing some information for a claim and you just forgot what information that was that we needed, is that correct?
[CUSTOMER][NEUTRAL] Um, yeah, not necessarily missing it, but it's whatever I have to send in monthly, like the two documents, I think it, I don't know if it's page 2 or 3 or page 7 and 8 or something every month I have to send those two pages in.
[AGENT][NEUTRAL] OK, um, I'm not quite sure what that's in regard to but we can get your policy pulled up and take a look, um, I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and then uh do you have the policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sure, let me pull it up.
[CUSTOMER][NEUTRAL] Um, 229-3425, 0 wait, no, I'm sorry, that's not short term, it's 229-424-7.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] OK, just gonna verify some information really quick, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII] is the zip code.
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Um, either [PII] or [PII].
[AGENT][NEUTRAL] It's [PII] is that a good one to keep?
[CUSTOMER][POSITIVE] Uh-huh, yeah, that was good.
[AGENT][POSITIVE] OK, OK, awesome all right let's take a look here. I appreciate you verifying all that information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me here OK so this information that we were needing was for your.
[AGENT][NEUTRAL] Disability policy, is that correct? For a claim for the disability policy?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so are you currently out of work still?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] I see. OK, sorry about the confusion. I wasn't quite sure what you meant there. All right, bear with me just a moment. Let's take a look here.
[CUSTOMER][NEUTRAL] Oh no, it's OK.
[AGENT][NEGATIVE] Oh my goodness, if my system didn't want to freeze.
[AGENT][NEUTRAL] OK, did you receive anything from us um in the mail or anything like that?
[CUSTOMER][NEUTRAL] I did. I received um.
[CUSTOMER][NEUTRAL] What was it? It was just um
[CUSTOMER][NEUTRAL] I think it was just a document like, but like when I first got, like the first set of claim documents that you guys sent out that needed to be filled in.
[CUSTOMER][NEUTRAL] But that's it.
[AGENT][NEUTRAL] OK, so nothing, uh, recent.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] All right, bear with me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, if you don't mind, [PII], I'm gonna put you on a brief hold and reach out to our claims specialist, um, just need some clarification on something. I'll get right back with you.
[CUSTOMER][NEUTRAL] Oh, OK. Well, OK, that's fine. I mean, is everything OK? my.
[AGENT][NEUTRAL] Thank you, just don't wanna tell you anything that's incorrect. um, I'm, I kind of just see like surface level, so I kinda wanna just get clarification from them, um, so I don't give you incorrect information.
[CUSTOMER][NEGATIVE] OK, well, I can give you a heads up, but they told me like each month until I go back to work, there's 2 pages that I need to keep sending again of the whole entire claim form, but there's only 2 pages that I need to send in every month. I just can't remember those 2 page numbers, but.
[AGENT][NEUTRAL] Oh of the claim form you mean?
[CUSTOMER][NEGATIVE] Yeah, there's 2 pages. So if you can see what I've already sent, like if you can see what I sent in December, there should be just 2 pages only that I have to send in December. Those are the same two pages that I have to send for January too. But originally when I did the first time in December, there's like uh like 8 or 9 pages or something. I don't know, but.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] I got you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but it's only the 2 that I have to do in January. I can't remember the page number though.
[AGENT][NEUTRAL] OK, no worries. All right girl, I'm so sorry it is about the end of the day and my brain is just tired that makes a lot more sense though. So what we mainly need from you is the statement of insured which is of course the first page is going to be basic information, nothing to really fill out the second page is the statement of insured, um, and then I think.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] To be the 3rd page as well, bear with me here because I, according to this, we don't, it says it's not necessary for us to receive the attending physician statement or the policyholder statement which is the your basically your employer's uh statement. So what we really need is the portion that says insured's statement.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it's page 2 and 2 and 3 because I know I.
[AGENT][NEUTRAL] 2 and 3 is what it looks like. I'm looking at it right now.
[CUSTOMER][POSITIVE] OK, because one of them had my doctor's. OK, yep, there it is, 2 and 3, got it. I see it. OK, perfect.
[AGENT][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] I'm so sorry for the confusion I made that so much more of a hassle than it needed to be.
[CUSTOMER][NEUTRAL] No, no, that that is nowhere I see.
[AGENT][NEUTRAL] Did you have any other questions for me?
[CUSTOMER][NEUTRAL] Um, I just needed to find out my new policy information, um, that I guess transferred to now, right?
[AGENT][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It's very
[AGENT][NEUTRAL] So I'm not quite showing anything updated at the moment, [PII]. It still looks like all of this information is the same. um, it might just take a minute for it to reflect in our system. It might be still being submitted to us, but as it stands, all of your policy information is the same.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK. Well, I'll go from there. Thank you so much.
[AGENT][POSITIVE] Alright, yes ma'am, thank you and I apologize again. I hope you have a great rest of your night.
[CUSTOMER][POSITIVE] No worries you as well thank you. Have a good one.
[AGENT][POSITIVE] Thank you. Bye-bye.