AccountId: 011433970860
ContactId: 6224d5b0-fbbc-4641-b649-e2519b0b2b4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 482920 ms
Total Talk Time (AGENT): 188611 ms
Total Talk Time (CUSTOMER): 86945 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/6224d5b0-fbbc-4641-b649-e2519b0b2b4a_20250306T20:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, I need a claim form.
[AGENT][NEUTRAL] OK, I can help you get a claim form. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] Um, [PII]. I don't have my policy number.
[AGENT][NEUTRAL] OK, Miss [PII], what is um your social security number and I can pull your policy in that way.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick, ma'am.
[AGENT][NEUTRAL] OK, Ms. [PII], um, what kind of claim form are you needing for which policy?
[CUSTOMER][NEUTRAL] How many policies do I have?
[AGENT][NEUTRAL] I'm just showing that you have a short term disability policy. Let me make sure that's the only one.
[AGENT][POSITIVE] Yes, that would make sense.
[AGENT][NEUTRAL] Short term disability, is that the claim form you're looking for, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, and what, what short term disability out less than a year?
[AGENT][NEUTRAL] Um, short term disability is when you have a disability where you can't work.
[AGENT][POSITIVE] So it helps compensate.
[CUSTOMER][NEUTRAL] Yeah, I was
[CUSTOMER][NEUTRAL] OK. I was out on stress last year, so that's the one I need.
[AGENT][NEUTRAL] OK. All right, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is your address, phone number and email address that we have on the policy for you, ma'am?
[CUSTOMER][NEUTRAL] I've moved my new address is [PII].
[AGENT][NEUTRAL] OK, and what was your previous address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your phone number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then one last verification for the policy, can you please give me your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much, Ms. [PII].
[AGENT][NEUTRAL] OK, let me look at your policy.
[AGENT][NEUTRAL] And you said that you're going to be um filing for the year of [PII], is that correct?
[CUSTOMER][NEUTRAL] It was actually [PII].
[AGENT][NEUTRAL] OK, let me see if you had a policy with us then.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I do show that you had a policy with us from [PII]. Is that that sound about right for you?
[CUSTOMER][NEUTRAL] Um, yeah, I mean, I've been had a policy for all these years. I've never stopped it.
[CUSTOMER][NEUTRAL] My policy should be continuous. I never stopped it at any time.
[AGENT][NEUTRAL] No, you didn't stop it, um, Union Bank and Trust.
[AGENT][NEUTRAL] Is no longer with our company so they may have a different carrier for you now, but with APL your policy was active from [PII] so that would put you in the year of in between of [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, I understand now.
[AGENT][NEUTRAL] Yes, ma'am. Let me go ahead and give you our website. It's AM.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, can somebody just send me a claim form to my email at [PII]?
[AGENT][NEUTRAL] Yes ma'am, I'm gonna put you on a brief hold and I'll get that um together for you and and send it to you it's gonna be just a moment while I get it together I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, Ms. [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me Miss [PII] I've got that claim form on its way to you with the email address.
[CUSTOMER][NEUTRAL] OK, so I have to submit all the claim form and all that to my job and they forward it to you, right?
[AGENT][NEUTRAL] Uh, no, ma'am, you will file the claim yourself.
[AGENT][NEUTRAL] You'll need to fill out your part. Your employer will need to fill out their part and your physician will need to fill out their part on that first page of the claim form, it gives you a cheat sheet basically it's everything that you need to send in with your claim to file it.
[CUSTOMER][POSITIVE] It gives me what kind of shape?
[AGENT][NEUTRAL] a cheat sheet, I call it a cheat sheet. It's just a, a sheet that tells you everything that you need to send with your claim.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, you're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK well you have a great day and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK, you too. Bye-bye.