AccountId: 011433970860
ContactId: 4cca7ce2-2636-450d-aac1-0a5db31c61a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293239 ms
Total Talk Time (AGENT): 116994 ms
Total Talk Time (CUSTOMER): 98087 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/4cca7ce2-2636-450d-aac1-0a5db31c61a8_20250220T16:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I talked to someone this morning, Mr. [PII], how [PII].
[CUSTOMER][NEUTRAL] And uh she's supposed to be uh emailing me uh a form for short term disability.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Um, can I get your name, sir, and your policy number, and I can look at the.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] I don't I deposit and I can give my uh social security number.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII], Social security number is [PII].
[AGENT][NEUTRAL] OK, let me look at that real quick.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Pull in your policy.
[AGENT][NEUTRAL] OK, Mr. [PII], um, will you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then also for security reasons, can you please give me your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Address [PII].
[CUSTOMER][NEUTRAL] Get out.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your phone number, sir.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then if our call is disconnected, is this a good number to call you back on, sir?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much. I appreciate you verifying your policy for me. Let me look at the notes.
[AGENT][NEUTRAL] And she was going to send you a short term disability claim form, is that correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And when was she supposed to send it? You said you spoke to her this morning?
[CUSTOMER][NEUTRAL] Yes, uh, yes, um, what it did now.
[CUSTOMER][NEUTRAL] She's already sent the phone to my doctor.
[CUSTOMER][NEUTRAL] And she, she, she was supposed to email me one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To me
[CUSTOMER][NEUTRAL] And, and, uh
[CUSTOMER][NEUTRAL] What for for for for for for I to pull out.
[CUSTOMER][NEUTRAL] It was my employer.
[CUSTOMER][NEUTRAL] And I was wondering the one for the, the one for the employer because y'all send them.
[CUSTOMER][NEUTRAL] Uh, want to pull out.
[AGENT][NEUTRAL] To the employer?
[CUSTOMER][NEUTRAL] I work for MAU.
[CUSTOMER][NEUTRAL] Yeah, MAU, that's what I work for in [PII].
[AGENT][NEUTRAL] Um, so the thing is, is on the claim form there's a section.
[AGENT][NEUTRAL] For each person to fill out their part on one claim form, so you'll fill out your part and when you go to the doctor, they'll fill out, you take it with you, they'll fill out their part and then when you see your employer, they'll fill out their part. So it's one claim form, not 3 that needs to be sent in.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] OK, OK, I didn't know that.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, so I'm, I mean, I go different places that's why, OK.
[AGENT][NEUTRAL] Yes, sir. So, um, take that claim form to the doctor, let them fill out their portion, and then also take it to your employer and have them fill out their portion too.
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. You have a blessed day and thanks.
[CUSTOMER][NEUTRAL] Alright, who else, who else speak with there?
[CUSTOMER][NEUTRAL] Who am I speaking to?
[AGENT][NEUTRAL] Sir,
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Who am I speaking to?
[CUSTOMER][NEUTRAL] What's your what's your extension?
[AGENT][NEUTRAL] I don't have one. You could just ask for [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, the expiratory A OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. You have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Yeah