AccountId: 011433970860
ContactId: 54398211-4df0-4fdf-bddc-936d07d13ad1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261440 ms
Total Talk Time (AGENT): 83640 ms
Total Talk Time (CUSTOMER): 97213 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/54398211-4df0-4fdf-bddc-936d07d13ad1_20250623T20:04_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm just trying to check the status on my claim since my online portal is not working.
[AGENT][NEUTRAL] OK, I, I can help you with claim status. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, first name is [PII], last name [PII] and phone number is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's 211-589-9.
[AGENT][NEUTRAL] And can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can you verify your address and email address?
[CUSTOMER][NEUTRAL] Yes, address is [PII] and email is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was the date of service for that?
[CUSTOMER][NEUTRAL] It was, I think they put [PII].
[CUSTOMER][NEUTRAL] On the claim status, it's for uh short term disability for pregnancy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or [PII], it's one of those. Let me try and see. I'm trying to pull up the paperwork and see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, looks like we've received it and we had stated disability period filing for occurs in the future. Have, have you already given birth?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Uh, once disability occurs, please submit a current claim form completed by you, your employer, and attending physician.
[AGENT][NEUTRAL] Do you know um when you completed those forms?
[CUSTOMER][POSITIVE] Yes, it was completed. My physician, I know, completed too. It was completed on, let me look at the date.
[CUSTOMER][NEUTRAL] It was completed on the [PII].
[AGENT][NEUTRAL] And what was your delivery date?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] The [PII], that was the [PII] was completed by my employer and then my physician one was completed. Let me see.
[CUSTOMER][NEUTRAL] Hold on, I'm trying to pull it up, sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] was on the [PII], but my delivery date I delivered on the [PII].
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] So, OK, so the.
[AGENT][NEUTRAL] We needed the forms, so it has to transpire. The forms have to be completed after your birth date or the date of birth or delivery date. I'm so sorry. Um, so
[AGENT][NEUTRAL] Do you want me to send you those forms again, or?
[AGENT][NEUTRAL] We did receive all.
[CUSTOMER][NEUTRAL] Yeah, cause I mean,
[CUSTOMER][NEUTRAL] She put on here that started on the [PII].
[CUSTOMER][NEUTRAL] So I would have to redo all of them?
[AGENT][NEUTRAL] Yes, correct. Um, because we, we can't do it in the future because you're not, you know, we're not certain what date you deliver. That's why we ask that you complete them once you deliver, that way we have the exact date.
[CUSTOMER][NEUTRAL] OK, yeah, can you, are you able to resend them all to me then?
[AGENT][POSITIVE] Yeah, absolutely. Um, is that email address OK?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'll get those emailed your way. Just give me a few minutes and is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] OK, uh, they should be your way in a few minutes and thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][POSITIVE] OK thank you you too.
[AGENT][POSITIVE] Thanks, bye bye.