AccountId: 011433970860
ContactId: 6b6fb355-fc1d-47d8-8da2-f4f8b6378c73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285140 ms
Total Talk Time (AGENT): 79350 ms
Total Talk Time (CUSTOMER): 164415 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/6b6fb355-fc1d-47d8-8da2-f4f8b6378c73_20250418T19:58_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was just, uh, following up on, uh, a letter, uh, I got in the mail from you guys. I, I was, I guess I was looking for the, uh, I, I need to do a continuance, and this time I didn't get a continuance form. Is that something I can just go online and get? Just checking to see if you see anything extra on that on my account.
[AGENT][NEUTRAL] OK, um, I can look for you. What's your policy number? You have that handy?
[CUSTOMER][NEUTRAL] Uh, yes, uh 244-4566.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. Do you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you so much. Just need a few pieces of information. What is your birth date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And then lastly your email address.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and you're wanting to continue the policy or, uh, what was, what can I help you with?
[CUSTOMER][NEGATIVE] Yeah, uh, last time, last month I had got this letter telling me, you know, what to send and not to, but it came with a continuous form with it. Uh, this time it didn't. Is that something now is it saying I need to just go online and get it, uh, you know, uh, is that something I can just get off the website? Yeah, because.
[AGENT][NEUTRAL] OK, to continue the short term disability, is that correct?
[CUSTOMER][NEUTRAL] That makes sense.
[CUSTOMER][NEUTRAL] Yes, uh huh, yes, do you, yes, and do you see anything extra saying I need or anything just out of what on your end?
[AGENT][NEUTRAL] Um, let me.
[CUSTOMER][NEUTRAL] For continuance
[AGENT][NEUTRAL] Let me double check.
[AGENT][NEUTRAL] They usually mail it out monthly. Um, I don't think it's.
[CUSTOMER][NEUTRAL] They do, but I got, I got this in the mail. I guess I got something like uh.
[CUSTOMER][NEUTRAL] I got, I got, I got, uh, uh, an explanation of my benefits showing me what was paid to me and everything like that and then account number then it, it just telling me in little bitty marks under under the remark description just uh.
[CUSTOMER][NEUTRAL] It's not necessary to receive the attending physician statement or the employment statement. I guess, uh, please, you know, just telling me what the
[CUSTOMER][NEUTRAL] Turn in, I guess. It is, but usually it can, it comes with it, you know what I'm saying.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, let me see. Let me pull it up. Let me look at it real quick.
[CUSTOMER][NEUTRAL] This under dis my disability continuance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's no big, yeah, I can go on, uh, you guys' website. I'm sorry, go ahead.
[AGENT][NEUTRAL] Yes, there should be, there should be a form on the have you set up an account on our online portal?
[CUSTOMER][NEUTRAL] Yes, I've done all of that, yes, uh huh.
[AGENT][NEUTRAL] OK, OK, there should be a short term disability form. It looks like waiting on the employer's statement or employee, your statement, um, we've got the intending.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, my statement.
[AGENT][NEUTRAL] Yeah, that's what we need and that should be, you should be able to pull that form online.
[CUSTOMER][NEUTRAL] OK, that's what it's saying then yeah, the employee statement is telling me I think that's what I filled out last month as well, yeah, OK, so just get that part online and I guess I'll do what I did last time and just screenshot it to you guys, yeah.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Yes, that works, yep, that would work just fine.
[CUSTOMER][NEUTRAL] Yeah, yeah, it says please complete the employee statement and return it to our office so that's me, my statement then, OK.
[AGENT][POSITIVE] That's correct. Yeah, that's correct.
[CUSTOMER][NEUTRAL] OK, I'll get that done and usually I'm just kinda, I just kinda got a little confused because last time it, it like came in my envelope with all of this, you know what I'm saying? So, but that's fine.
[AGENT][POSITIVE] Oh, OK, yeah, sorry about that. Sorry for the confusion.
[CUSTOMER][POSITIVE] Yeah, that, yeah, that's why, that's why I'm sorry that I'm making this harder for you than what it should be, but yeah.
[AGENT][POSITIVE] No, no, no. I'm, we're here to help you, so.
[CUSTOMER][NEUTRAL] But that
[CUSTOMER][NEUTRAL] Yeah, but that's, that's where I got confused. Usually last time it came, this time it did and I just go online and, and, and do it and return it. OK. Thank you.
[AGENT][POSITIVE] Yes, that's correct. OK, well, thank you for calling [PII]. I hope you have a good weekend.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] You too thank you OK bye.