AccountId: 011433970860
ContactId: 6252e767-a6c0-414c-b7df-1c17ffd9bd5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277660 ms
Total Talk Time (AGENT): 102800 ms
Total Talk Time (CUSTOMER): 155960 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/6252e767-a6c0-414c-b7df-1c17ffd9bd5a_20250130T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] with whom am I speaking and how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Um, I'm not sure if I clicked the right number. It, um, questions about short, short term disability.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and what's your policy number?
[CUSTOMER][NEUTRAL] Um, let's see, um, first it's for my husband. It's 021-84951.
[AGENT][POSITIVE] Thank you. What's a good callback number for you, Miss [PII], in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you for that information and please allow me one moment to get the policy pulled up and then I'll be able to further assist you with any questions you may have uh huh, and let's see here, what is your husband's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. And what is the physical mail mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the last piece of verification is his email address.
[CUSTOMER][NEUTRAL] His what? I'm sorry. Email?
[AGENT][NEUTRAL] Email it uh huh.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. And you're his spouse, uh, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what type of questions do you have today?
[CUSTOMER][NEUTRAL] OK, um, we, um, put a claim in. He had a heart attack on [PII], and so, um,
[AGENT][POSITIVE] OK, sorry to hear that.
[CUSTOMER][NEUTRAL] Thank you. Um, he is looking for um some short term disability. Um, he was out for about a month. He's doing some light duty work, um, but of course, he still has, um.
[CUSTOMER][NEUTRAL] Uh, cardiac rehab, doctor visits, and, you know, they're not gonna fully release. He's a police officer. They're not gonna fully release him back until what, 345 months until it was a massive heart attack. So, uh, they're not releasing him until it's healed and everything looks good. But um we submitted the paperwork and um
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] When I submitted it, um,
[CUSTOMER][NEUTRAL] The his employer they gave us a link so we went ahead and we filled everything out um and we sent everything in and then we got a message uh that we needed to get the employer to fill out the employer's portion and so um I wanted to make sure that um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I knew what I was looking at so I can give it back to him.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] So could you tell me what um
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] It's gonna say, it's gonna say it is the section of the claim. Hold on one second, let me look at one thing.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'll tell you what section his employer needs to fill out. No problem. Let's see here.
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] Thank you for your patience. One moment.
[CUSTOMER][NEGATIVE] Problem.
[AGENT][NEUTRAL] Just waiting on that claim form to come up so I can tell you which page it is and what it's entitled.
[AGENT][NEGATIVE] Uh, cause it's very confusing. I don't know why it's titled this myself, but, uh, it says, it's the last, it's the last page number, mhm.
[CUSTOMER][NEUTRAL] I, I know, I, I used to.
[CUSTOMER][NEGATIVE] are in a confusing.
[AGENT][NEUTRAL] That's OK. I'm sorry, it's the last page number 8 and it's entitled policyholder statement. That's what his employer needs to fill out. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so this I can, I just can reprint because I filled it out.
[AGENT][POSITIVE] Yes, you can.
[CUSTOMER][NEGATIVE] This does not look right so um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'll go ahead and um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, but yep, that's all you need to get that form to his employer so his employer can fill it out.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] All right. OK. Anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] You have a great day and take care of yourself, OK? Thanks for calling APO uh-huh. Bye-bye.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][POSITIVE] You're welcome bye bye