AccountId: 011433970860
ContactId: 6670d200-6969-45da-9aa6-7b9989a56ead
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 910900 ms
Total Talk Time (AGENT): 288215 ms
Total Talk Time (CUSTOMER): 596259 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/6670d200-6969-45da-9aa6-7b9989a56ead_20250218T15:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, honey. Uh, I was calling, uh, to see, uh, I hope I got the right place. I may have the wrong place. Um.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, uh, work for HG staffing.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, and, and, uh, of course, uh, a leave of absent, uh, and I, I, I have a short-term disability.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And, uh, and I'm not got no papers, I ain't got nothing. I don't, I don't know what to do. I'm confused.
[AGENT][NEUTRAL] OK, so you just need help filing the claim on your short-term disability policy. OK, I can help you with that. Can you give me your name and your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Well, what I'll have to do is how, uh, I'll have to, uh, I'm his wife, but I'm gonna get him to let him, cause he has trouble speaking and hearing, and I usually do all the talking, but I'll get him to say OK to you because I mean, kind of talk a little bit loud, kind of talk a little bit loud, and maybe he didn't understand. I mean, I mean, I hate being married him 37 years and sometimes he can't even hear me. I mean that's pretty bad sometimes. Hold on just a sec.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK. I don't mind speaking up for him.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Eerie.
[CUSTOMER][NEUTRAL] Come here.
[CUSTOMER][NEUTRAL] That's the, that's the uh word I say to get his attention.
[AGENT][POSITIVE] He knows that he knows it. He answered you.
[CUSTOMER][NEUTRAL] What, what
[CUSTOMER][NEGATIVE] Yes, yeah, he's got, yeah, he's got a twin too, but he's more deer than uh my husband is. And of course [PII] has, uh, well, my sister-in-law has to do the same thing. I mean, you know, he, he, they can't read either, so I mean, I blame it on the parent, I blame it on the parents too, but anyway, even when the school teachers told me that it's pitiful. They didn't, the mama, uh, the mom and dad didn't even know that they was deaf until he was in 2nd grade. And we talk about that.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] And they, she just, they told it what, what happened is cause they ask some questions and stuff and that both of them go, huh, huh, huh, you know, and, and, and of course they thought they were just playing around, just go on like kids should be, you know. And uh so school teachers cause they, they both in special ed course, you know, couldn't talk and stuff and, and that they've done, they just didn't, you know, understand what's going on and
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] They had to get permission from the parents, of course, they took them to [PII] and found out there's death, but they was in 2nd grade when that happened. And I thought, I be they go, I got a kid. I wouldn't know something was wrong even when, you know, even when they couldn't respond to them when I was saying, [PII], you know, and being a baby, you know, you know, like when they start to kind of talk and stuff, you know. But, uh, here, here he is and kind of talk a little bit loud and OK. Try.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] This is your, for your insurance for your short term disability, you get paid.
[CUSTOMER][NEUTRAL] You gotta tell this woman, she's gonna ask you something.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello, hello, sir. What is your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then, sir, can you please um give me consent to speak to your wife about your policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is her name?
[CUSTOMER][NEUTRAL] All remaining
[AGENT][POSITIVE] OK, thank you sir I appreciate you giving me the consent you have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, OK, that's all.
[AGENT][NEUTRAL] OK. All right. And so can you spell, um, tell me your name again because I, I thought you said [PII].
[CUSTOMER][NEUTRAL] Uh, Carla, C A R L A.
[AGENT][NEUTRAL] [PII]. OK, Ms. [PII], what is your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I did get that much.
[CUSTOMER][NEUTRAL] Has been for 37 years. Oh we.
[AGENT][NEUTRAL] Yeah, yes ma'am. OK, and then what is your phone number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the policy number?
[CUSTOMER][NEUTRAL] Mm, OK, let me get them yeah.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII] here let me get the card right here.
[CUSTOMER][NEUTRAL] Hey, I guess you call it says policy dash CERT, right? Number.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is that right? OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't have many tubes that they ain't got my glasses on.
[CUSTOMER][NEUTRAL] It's 02222. I think it's right, might be another 2, but anyway, it's [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] I can't see how many too they got my glasses on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, and you wanted the short term disability policy so let me look for that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, cause, I mean, I, I've just spoke with someone, I mean, that's early for, you know, and they said, yes, you know, that's, you know, he, he does have a short-term disability and everything.
[AGENT][NEUTRAL] OK, can you verify his date of birth for me please, ma'am?
[CUSTOMER][NEUTRAL] Yes, and it's [PII].
[AGENT][NEUTRAL] OK and then for security reasons I'll need for you to verify the address phone number and email address that we have on the policy.
[CUSTOMER][NEUTRAL] OK, well, I don't, we don't have email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But the mailing address is, of course, you know, you would say [PII] Mayor, I guess, and it's [PII].
[AGENT][POSITIVE] Thank you. I appreciate you verifying that information for me.
[CUSTOMER][NEUTRAL] That's fine, honey, cause I might.
[AGENT][NEUTRAL] Ms. [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so what you're gonna need to do to be able to file your claim first you have to go to our website and let me give you that website.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] I don't have no way to get on there.
[AGENT][NEUTRAL] It's A
[CUSTOMER][NEUTRAL] The what honey?
[AGENT][NEUTRAL] Oh, OK, I was gonna give you the website so that you could get the claim form.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Can you send it to me?
[AGENT][NEUTRAL] Let me see if I can do that.
[CUSTOMER][NEGATIVE] It's I mean, I can't, we don't have, you know, no way to get it.
[CUSTOMER][NEUTRAL] Once we did.
[AGENT][NEUTRAL] Yes ma'am, I understand. Let me see if I could, yes, let me see if I can get one to you. Let me look through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate that cause
[AGENT][POSITIVE] OK, no, it's no problem at all. I think I got one right here that I can send to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I used to have the internet. I, I went to college and course, uh, I had a computer and I had all hooked up and everything, and [PII] told me, said, no, I should keep it. I said, no, I, you know, I'm out of school, and I said, well, you know, it's one bill we don't have to pay, but I wish I kept it.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Cause my son told me,
[AGENT][NEUTRAL] It's gonna be just a minute.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] And my son told me said, mommy to get back.
[AGENT][NEUTRAL] Why I get it together for you.
[CUSTOMER][NEGATIVE] Yeah, so I need that. You need to get back on her momma to, you know, when you can get Netflix because I love wrestling, you know, and Monday Night Raw always went to Netflix and we miss Monday Night Raw. I get aggravated.
[AGENT][NEUTRAL] you like to watch Monday Night Raw.
[CUSTOMER][NEGATIVE] Yes, I do, but we can't get it. I mean, we don't, you know, don't have the internet to, you know, pull it up on the TV, you know, and we get smacked down on Friday nights and that, that make no sense why they done it. I mean, a lot of people's complaining, so I'm hoping will switch it back because when we're wrestling fans, I'm telling you.
[CUSTOMER][NEUTRAL] My son, cause when he grows up, that's what he liked. And, uh, up, up in our attic, I got a big old plastic container and uh I didn't buy him nothing, but I bought me, uh, maybe, I think maybe 10 out of the most that somebody else might have bought him. But he's got uh 738 wrestlers.
[AGENT][POSITIVE] Oh wow, that's a lot. That's a lot. I bet some of them are.
[CUSTOMER][NEUTRAL] But, but he didn't get, he did.
[CUSTOMER][POSITIVE] Oh yeah, some of, uh, probably worth the money.
[AGENT][NEUTRAL] A
[AGENT][POSITIVE] Oh, probably worth a lot of, yeah. OK.
[CUSTOMER][POSITIVE] Well, I got one of the [PII] Giant. I mean, he's the, uh, I mean, he, I mean, it's, I mean, it's in good shape and everything, and I had somebody to praise it and, and I come close to selling. And uh but at one time, uh, you know, we needed the money and I, and I told her if it comes up again.
[AGENT][POSITIVE] Oh gosh, yes.
[CUSTOMER][NEUTRAL] You know, we might have to use that thing. I said I hate to cause I mean, what it is, I bought it and I don't know who, if they was thinking and I bought a yard. They weren't even thinking what it was, I guess. But I bought at a yard sale and I, I knew, I knew it was. I didn't say that to them, man, that, that's their loss, you know. But anyway, OK, sorry for talking too much.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] That's OK. OK, so, um.
[AGENT][NEUTRAL] I have ordered this a short term disability claim form to be mailed to your home address. Once you get it, that first page has a cheat sheet on it for you so you know exactly what to send in, but the most important thing is to make sure that you fill out your part, he fills out his part, the doctor fills out their part and his employer fills out their part.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That will work.
[AGENT][NEUTRAL] And that is on its way to you now. Um, you should be getting it. It's gonna need to process overnight, so you'll have to let it process overnight, but it should leave tomorrow, so it's on your way to your house.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah. Well, well, I'll give it a couple of days and when we check the mailbox cause we don't, I mean, we got a PO box and, and uh we don't go to the mailbox cause he, [PII] used to work somewhere else and he passed it. So, and so now, um I told him, I said, you know, it's out of our way. I said, we'll just, we won't go every day, maybe every other day, you know. So.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. Well, I'd give it a good 7 days to get to you because you know the mail is slow, slow, slow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes, and of course today's a holiday, so I don't know if they're working today or not, but most of time they don't, I ain't saying they ain't working, but
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] Yeah, they're slow cause I know, uh, like say if I mail something off to I here in um [PII], and if I want uh mail something to like Bowling Green, that's like maybe 25, 30 miles from here. Ain't very far, but it has to go all the way to [PII] and the Nashville center to Bowling Green. That don't make no sense. I don't have to save money. I don't know. That's so stupid, ain't it?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, but they do it that way.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Yeah, that's, that's, it's stupid. I mean, I mean, people's complained about that and complained about that, and, but I mean, I, I, I guess that's really they keep rising the, the stamps up, you know, they gotta pay some way.
[AGENT][NEUTRAL] Right. Yes, ma'am. That's true.
[CUSTOMER][POSITIVE] You know, but anyway, OK. Well, I appreciate that, honey, and, and uh I
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well, it's no problem.
[AGENT][NEUTRAL] And it look if you guys need help filling it out once you get it just call us and we'll walk you through it, OK?
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] OK, yeah. I ain't saying I won't, you know, but I, I might be able to do it cause, you know, I, I'm, I'm an old woman now. I, you know, when I worked, I used to work at the hospital here. I worked there 31 years. And cause I had to take leave of absence twice and I had two surgeries, you know, 2, you know, and I had to fill in papers out, I mean, cause they don't mean the same, the same papers and stuff, but, you know, filled it all out and stuff, so.
[AGENT][NEUTRAL] Yes, Ms. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Maybe I, maybe my brain being enough in there that I can think. I don't know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am, well, just remember you've got that that first page is your cheat sheet and it's pretty self explanatory. Just make sure that you read it over, fill in all the fields for it and um and send in the required documents from the doctor's office that's needed and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] And make sure that he fills out his part and that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do fills out their part and the employer fills out their part.
[CUSTOMER][POSITIVE] OK, OK. That sounds good. I really appreciate that. And I got one little I got, I got, I got one more question to ask you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] It's no problem, you guys.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, uh, where are you from?
[AGENT][NEUTRAL] I'm from [PII].
[CUSTOMER][POSITIVE] OK. If uh you play the lotto and you won, you win the, the, the biggest whatever, remember my name and I get send me, send me about 10, I just take 10,000 now you mean. I mean, I appreciate it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. OK. Yes, Ms. [PII].
[CUSTOMER][POSITIVE] I, I tell everybody, they, they just, they just laugh and laugh at me, but I mean just try to have fun, honey. So.
[AGENT][POSITIVE] Yes, ma'am. Thank you. You made my day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Uh-huh. And I said, I promise I get off I promise Jesus I get off, but, uh, but I don't do it no more because I kept telling about, but one day we went to [PII] and uh me and have the lady lives with us, we went to [PII] and I embarrassed her first but cause they laughed at her, they know me and the girl come out to bring her food and, and she said, well, be so and so. I said, well, do y'all take food stamps? And she said, what?
[CUSTOMER][NEUTRAL] I said, do you take food stamps? She said, I'll be back, I'll be right back cause you know, I'll be right back. She said, no, ma'am, we don't. I said, well, what am I gonna do? I said, I thought y'all take food stamps.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I, I'll be right back. I said, no, I'm just playing. I said, I, I don't have those sounds. I wish I did, but, but I know they, they, they're there for people that need them, you know, there's, there's a lot of people that get, don't need them cause they, they lie.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] But it'll it'll come, it'll come back to him, you know.
[AGENT][NEUTRAL] That's true.
[CUSTOMER][POSITIVE] Always tell the truth. I was raised up to tell the truth.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] And I might have a little feels when I was little or something like that, but, you know, I gotta know what I'm doing in my mind. I mean, you don't, don't lie to people, just tell the truth, even, even if it hurts you, you know, you got to tell the truth because God will pay you back some way.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, you do. Yes, yes, ma'am, I agree.
[CUSTOMER][POSITIVE] All right. Well, you, uh, have a good day and a good weekend.
[AGENT][POSITIVE] You too, Ms. [PII]. You guys stay warm.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][POSITIVE] I appreciate you.
[AGENT][POSITIVE] We appreciate you too and thank you so much for calling APL Ms. [PII]. You have a blessed day.
[CUSTOMER][POSITIVE] OK, hon, thank you. You too.
[AGENT][NEUTRAL] Mm. Bye-bye, ma'am.