AccountId: 011433970860
ContactId: 6488cf77-964e-496e-9af8-66f07177c777
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167679 ms
Total Talk Time (AGENT): 49461 ms
Total Talk Time (CUSTOMER): 90017 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/6488cf77-964e-496e-9af8-66f07177c777_20250122T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Um, yes, I've been trying to submit my uh.
[CUSTOMER][NEGATIVE] Claim forms and everybody I talked to told me that gave me, told me what to do. I've done it on my phone, and I talked to somebody yesterday, they told me to do it on my computer and it's still not going through.
[CUSTOMER][NEUTRAL] I didn't know if I could fax it to you or there's another way I can get it these forms.
[AGENT][NEUTRAL] Oh, yeah, you can fax or mail. Can I get your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII], may I have a callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] May I have your policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's 252-078-4. I've got 3 policies. I'm just trying to do two of them.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Can you verify your date of birth, address, and email address please?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] thank you so much for verifying the information. So, um.
[AGENT][NEUTRAL] This is um policy is on your disability policy, you say you have several policies and you're trying to do just 2.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I've got the short-term disability, I've got the critical illness disability and accident, but the accident's not, doesn't pertain to this.
[CUSTOMER][NEUTRAL] And I've got the forms.
[CUSTOMER][NEGATIVE] Yeah, I mean, it's, it's let me do everything up to get the forms and everything back to you all. And when I talked to somebody yesterday, she said that uh there's something wrong with your portal that doesn't let it go to the cellular device to do it on the computer. Well I did that and it's still coming back and telling me the same thing. It's just spinning saying submit.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So I didn't know if I could be just a fax it.
[AGENT][NEUTRAL] All right. Yeah, um, yes, you can fax it to us. Let me know when you're ready for that number.
[CUSTOMER][POSITIVE] OK take care bye.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] The fax is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] Make sure you put the um policy numbers that those um claims would pertain to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alright, thank you so much for calling APL. You have a great day bye bye.
[CUSTOMER][NEUTRAL] You too.