AccountId: 011433970860
ContactId: 6727372a-26c1-438d-a9db-6bb7548fe32f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365140 ms
Total Talk Time (AGENT): 214803 ms
Total Talk Time (CUSTOMER): 110389 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/6727372a-26c1-438d-a9db-6bb7548fe32f_20250512T18:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm trying to file a claim. I'm not, well, I guess you would call it a claim. I'm having surgery.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, and I wanna use my short term disability.
[AGENT][NEUTRAL] OK, I can help you um with your claim information on how to file. Can I please get your name and your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is your policy number?
[CUSTOMER][NEUTRAL] Oh Lord, I'm sorry I don't have it.
[AGENT][NEUTRAL] That's OK. I can look it up with your social if you'd like to give that to me.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, let me pull that up.
[CUSTOMER][NEUTRAL] I didn't even think about that girl.
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] That's all right. You're not the only one. It's, it's, we're used to it.
[CUSTOMER][NEUTRAL] Well I guess not, huh.
[AGENT][NEUTRAL] Let me pull you in real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And you were looking for short term disability.
[AGENT][NEUTRAL] OK, Miss [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Get over to this other screen.
[AGENT][NEUTRAL] And can you verify your address, the phone number, and email address? Where am I at?
[CUSTOMER][NEUTRAL] Where are you guys at?
[CUSTOMER][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] Our company is based out of [PII], but I'm from [PII].
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And what do you want my billing address?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, your address and your email address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying that information for me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, so I'm gonna refer you to our website, um, so you can file your claim through the online service center.
[CUSTOMER][NEUTRAL] OK, I've already been on there and I'm old, and is there any way that you can maybe fax them to me and I can fax them back? Because that's about as much as I know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, um, let me give you another website so that you know um all the information that's needed for your claim form that needs to be sent in.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK. How does that work? Do I have to send something to the doctor or something?
[AGENT][NEUTRAL] And it also is the claim form.
[AGENT][NEUTRAL] Right, so it'll have to be, it'll have to be verified uh through your employer, through the doctor, and also there's a portion for you to fill out. E, all three of you need to fill out your portion of the claim form.
[CUSTOMER][NEGATIVE] I don't know how this even works.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you can find that claim form at AM.
[AGENT][NEUTRAL] Like [PII].
[AGENT][NEUTRAL] And you will choose on page 2, you're going to choose the short-term disability claim form.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, I think I've been there already.
[AGENT][NEUTRAL] And if you download, if you download the form, it that very first page is a good cheat sheet. It's gonna tell you everything that you need. Um, the, the doctor will have to fill out his portion, your employer will fill out theirs, you will fill out yours, um, you'll need the attending physician's statement.
[AGENT][NEUTRAL] It says not that you don't have to complete section I. It's not required, however, completing the section will reduce delays in your processing. Go ahead and fill that out so you don't have any delays in your processing for your claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, what was that again?
[AGENT][NEUTRAL] On section I in the instructions, yeah, it says completing section I is not required.
[CUSTOMER][NEUTRAL] What part was it?
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] However, completing the section will reduce delays. So I would go ahead and fill out section I on that claim form, even though the the instructions say you don't have to, it just, it helps speed things up for them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now this website again you just type in [PII]?
[AGENT][NEUTRAL] [PII], yes, [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. At that top right-hand corner, you'll click on claims and forms.
[CUSTOMER][NEUTRAL] OK. I.
[AGENT][NEUTRAL] Once you get to claims and forms, you're gonna go scroll down to the bottom and pick page 2.
[AGENT][NEUTRAL] And that short term disability claim form is on page 2.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then download that.
[AGENT][POSITIVE] Along with, along, yes, and it has that very first page it'll tell you what you need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Gotcha.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Well, Ms. [PII], you're welcome and if you find yourself getting stuck or you need additional help, just pick up the phone and call us and we'll, we'll help you through it, OK?
[CUSTOMER][POSITIVE] OK, thanks again.
[AGENT][POSITIVE] You're welcome. I hope your surgery goes well and thank you so much for calling APM [PII]. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] OK. Bye-bye.