AccountId: 011433970860
ContactId: 4258a351-b965-4b92-ba1d-3e0499b3a25d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 770580 ms
Total Talk Time (AGENT): 364981 ms
Total Talk Time (CUSTOMER): 299688 ms
Interruptions: 6
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/4258a351-b965-4b92-ba1d-3e0499b3a25d_20250501T12:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Good morning, [PII]. Uh, my name is [PII] and I've been trying to put in a claim, uh, for a short term disability, and they sent me a link, but it keeps kicking me out. I can't get the forms to print because it, it kicks me out. Can I just have those forms sent to me?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, Ms. [PII], so you said it's um you're trying to print the forms, is it from our website?
[CUSTOMER][NEGATIVE] No, I was trying to bring up the form and it doesn't, it takes me right back out and it don't let me fill in any information in the links.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] So I just prefer just mail me the forms.
[AGENT][NEUTRAL] OK, so
[AGENT][POSITIVE] OK, yes, ma'am. I can help you with this, Miss [PII]. What is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Oh, yes, ma'am.
[AGENT][NEUTRAL] OK, thank you. And then what is a, um, I'm sorry, what is your policy number, please?
[CUSTOMER][NEUTRAL] I do not have it on me at the moment. Do I need to go get it?
[AGENT][NEUTRAL] Or you can give me your full social for me to look up your information.
[CUSTOMER][NEUTRAL] I can do that because I got a broke foot.
[AGENT][NEUTRAL] [PII], yes, ma'am. OK.
[AGENT][POSITIVE] I'm ready. Yes, ma'am.
[CUSTOMER][NEUTRAL] You ready?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, Ms. [PII], I will have to verify as you are aware that uh several things first, for security purposes. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your zip code?
[CUSTOMER][NEUTRAL] [PII]. I'm sorry.
[AGENT][NEUTRAL] OK, that's all right, and the phone number we show for you is the same as the one you gave me.
[AGENT][NEUTRAL] So that is still the best number. OK. And lastly, your email address.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's all lower case letters [PII].
[AGENT][POSITIVE] OK, thank you so much uh for verifying your information. So, yes, ma'am, I remember speaking to you yesterday, Ms. [PII].
[CUSTOMER][NEUTRAL] Right. I thought you sounded familiar too.
[AGENT][NEUTRAL] OK, so what's happening? Yes, ma'am. So what, what exactly is happening?
[CUSTOMER][POSITIVE] I finally was able to go in up under the disability and bring up forms. And when I brought it up, um,
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] I had to put in some kind of information. Oh, the phone number it was asking me for the 10 digit phone number and I went to put in [PII] and as soon as I put 8 in it clicks me out. It don't let me fill in nothing.
[AGENT][NEUTRAL] Hm, that's very odd. I've never
[CUSTOMER][NEUTRAL] But I think someone said that.
[CUSTOMER][NEGATIVE] I think they said because my uh district manager put in a claim that they have to add my email address or it's gonna kick me out.
[AGENT][NEUTRAL] Well, your white mail is still what is on file. I'm the one that changed that for you and told you that there's a possibility it could change back. OK, so now,
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Were you OK, I just wanna understand where you're getting the error. So was this when you were trying to set up your profile in the online service center or just go to the.
[CUSTOMER][NEUTRAL] No, ma'am. Just the forms.
[AGENT][NEUTRAL] So you wouldn't have to put a phone number in for your forms.
[CUSTOMER][NEUTRAL] I mean, I
[CUSTOMER][NEGATIVE] OK, well, it's asking me for a phone number and soon as I put in [PII] I put in the [PII], it clicks back and gives me nothing.
[AGENT][NEUTRAL] So I'm not sure where you are. Are you where you can try and do this with me on the phone?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hang on, let me see if I can get to it.
[AGENT][NEUTRAL] By chance,
[AGENT][NEUTRAL] OK, and you are doing this from a computer, is that right, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] My phone.
[AGENT][NEUTRAL] That may be part of your problem.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK, so to get your claim form.
[CUSTOMER][NEUTRAL] OK, um, it goes.
[AGENT][NEUTRAL] You're just gonna go to [PII].
[CUSTOMER][NEUTRAL] OK, it says
[AGENT][NEUTRAL] You're not gonna put in
[CUSTOMER][NEUTRAL] OK, that's the link I got in the email and I mash on it.
[AGENT][NEUTRAL] Mhm. And it
[CUSTOMER][NEUTRAL] It takes me to the workforce benefits and then I go up to the left-hand corner. No, yeah, claims and forms.
[AGENT][NEUTRAL] Mm, no.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] No, OK good.
[AGENT][NEUTRAL] Yes, claims and forms.
[CUSTOMER][NEUTRAL] Let me get back
[AGENT][NEUTRAL] But it's on the right of my, uh-huh.
[CUSTOMER][NEUTRAL] Oh, I do need to be there.
[CUSTOMER][NEUTRAL] Well, yeah, it's on my left because of uh my phone probably.
[CUSTOMER][NEUTRAL] Wait a minute.
[CUSTOMER][NEUTRAL] Where did it go?
[AGENT][NEUTRAL] It should just say at the top of the screen, APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And it should have multiple different tabs.
[AGENT][NEUTRAL] And one of them should say claims and.
[CUSTOMER][NEUTRAL] It down it just got the link that you sent me.
[AGENT][NEUTRAL] OK, now, I'm not.
[CUSTOMER][NEUTRAL] It says APL short short term disability claim form and online service portal user guide.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I scroll down to where you sent me the uh [PII] link.
[AGENT][NEUTRAL] Uh-huh, uh-huh.
[CUSTOMER][NEUTRAL] And and when I max on it.
[CUSTOMER][NEUTRAL] It takes me to APL.
[AGENT][NEUTRAL] Uh-huh, and you should see where it says claims and forms.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] On my phone, I have to go.
[CUSTOMER][NEUTRAL] Yes ma'am, do you want any mash on it?
[AGENT][NEUTRAL] Uh, you can go ahead and do that.
[CUSTOMER][NEUTRAL] OK, claims and forms.
[AGENT][NEUTRAL] Uh-huh, scroll down, once you click that link.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] You're gonna scroll down.
[AGENT][NEUTRAL] Until you see in large bold letters, claims forms, and policy change documents.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] OK, now I actually now we can let's go ahead and do this. OK, so do you see where the little boxes filter by product?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Click on that that little green arrow, then click on the word disability.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But now I sent you this claim form too. I sent you the user guide to set up your portal and there was also a second attachment which was the actual claim form itself.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] There's 2 attachments on your email.
[CUSTOMER][NEUTRAL] Alright, now it says.
[AGENT][NEUTRAL] But out to the
[CUSTOMER][NEGATIVE] And the two attachments I can't get in. I use the other one to set up the portal.
[CUSTOMER][NEUTRAL] And it kicked me back out too, so both the lengths takes me there, but as soon as they ask me a question, it doesn't take the information.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Do you have access to a computer?
[CUSTOMER][NEGATIVE] It won't let me fill out anything.
[CUSTOMER][NEUTRAL] Yes, ma'am, but I'm, I'm down here on the short term disability claim form now.
[AGENT][NEUTRAL] Uh-huh, so click download form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh Lord.
[CUSTOMER][NEUTRAL] I guess the second part started it.
[AGENT][NEUTRAL] And that claim form is gonna be a total of 8 pages in lengths.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But that is the exact form that is also attached to your email with your user guide for the portal.
[CUSTOMER][NEUTRAL] All right, well.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's the exact same document.
[CUSTOMER][POSITIVE] OK. All right, I will work on, I will try to work on this right now.
[AGENT][NEUTRAL] OK, now, were you able to get your profile? Oh, you're welcome, but were you able to get your profile set up in the online service center?
[CUSTOMER][POSITIVE] And I thank you so much.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I think I did. I'm not real sure. He was doing some crazy with me.
[AGENT][NEUTRAL] And she says I think I.
[AGENT][NEUTRAL] OK, let me, let me just look and see if I can see.
[AGENT][POSITIVE] So yes, I do say that you were able to get that set up.
[AGENT][NEUTRAL] Uh, I can see that that is set up now you can, um, if you so choose to you can opt in to receive text notification alerts like on your claims once they're reviewed, but that's not required. I can also see that you didn't add in your direct deposit information again that is something that that user guide tells you how to do um and that would just make a.
[CUSTOMER][NEUTRAL] OK, I thought so.
[CUSTOMER][NEUTRAL] So this is.
[AGENT][NEUTRAL] Getting your benefits to you quicker than if we have to mail you a paper check if we are able to pay benefits on your claim.
[CUSTOMER][NEGATIVE] Right, and I was gonna do all that, but like I said, I couldn't even get in. I didn't know what I was doing.
[AGENT][NEUTRAL] OK, well, if you have any, if you have any trouble with the claim form again, that is, that form you're looking at now is exactly the same one that that I sent to you yesterday. So there's two attachments on your email that I sent you the user guide and that claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but in the meantime, would you please just mail one out in case I come up against something else. I really wanna get it filled out.
[AGENT][NEUTRAL] I can, and now, I will let you know that it's about 10 business days or more for the mail to get to you. So I just want to make you aware of that.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, alright, uh, I'll try to do it online, but if like I said, if I run into a snack or something, maybe by 10 the papers would be here, but hopefully I can get it done today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But I was
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. Well, do you have a way that you can print out that claim form?
[CUSTOMER][NEUTRAL] My roommate does and she'll be here at [PII].
[AGENT][NEUTRAL] OK, so I was gonna say worst case scenario if you're having trouble filling it out online because you know I mean you're gonna have to.
[AGENT][NEUTRAL] Give your doctor part of that anyway, so you will need to print it out. Cause your doctor has their portion and your employer. Um, so you could just complete.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Complete your section handwritten and then, you know, scan it back in and save it on your computer to upload it.
[AGENT][POSITIVE] Once you log in. So, but if you have any more issues, just give us a call and we'll be happy to try and help you and I'll send a request to have this form also mailed to you in the mail.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that, that way, like I said, if anything comes up, I can, I'll have the paper.
[AGENT][NEUTRAL] OK. Well, is there anything else? Oh.
[CUSTOMER][POSITIVE] But I'm, I'm, I'm gonna work on it today. I've got nothing else to do but sit here, prop up my foot and work on it.
[AGENT][NEUTRAL] Uh, no, I, I definitely remember us talking about that situation. So, um,
[CUSTOMER][POSITIVE] Yes ma'am, and I thank you for all your help.
[AGENT][POSITIVE] Well, you're certainly very welcome. So again, if that's all at the moment I can help you with Ms. [PII], thank you for calling APL. I hope you have a nice day, but call us back if you have any other issues, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Yes, ma'am. You're welcome.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Last the nominee for Best Play.
[CUSTOMER][NEUTRAL] When you speak another language, my [PII], you feel so.
[CUSTOMER][NEUTRAL] All the time.