AccountId: 011433970860
ContactId: 6be5c9ca-6aac-4a86-98ee-98294b52efa1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 481410 ms
Total Talk Time (AGENT): 194864 ms
Total Talk Time (CUSTOMER): 133604 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/6be5c9ca-6aac-4a86-98ee-98294b52efa1_20250310T14:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, I had called, uh, probably about 2.5 weeks ago, maybe 3 weeks ago, uh, about, uh, about to, I don't know how, I forgot the right number or not, but I know it's place, uh, about, uh, my short-term disability. They also sent me some papers in the mail and never did. I said 7 days, like 7 working days, and it's been well over 7 working days.
[AGENT][NEUTRAL] OK, so you were needing to get disability paperwork mailed to you, is that correct?
[CUSTOMER][NEUTRAL] Yeah, to get my, uh, get the, uh, my, um, we call it now.
[CUSTOMER][NEUTRAL] a short-term disability.
[AGENT][NEUTRAL] OK, yes, ma'am. Well, I can check you, check that for you. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][POSITIVE] Thank you, and Ms. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number please, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, it's 0.
[CUSTOMER][NEUTRAL] 222238-8
[CUSTOMER][POSITIVE] I think it's right.
[CUSTOMER][POSITIVE] [PII], that's right.
[AGENT][POSITIVE] OK, all right. Thank you. Give me one moment, please.
[CUSTOMER][NEUTRAL] S
[AGENT][NEUTRAL] OK, so Ms. [PII], I will have to verify several things with you first for security purposes. So if you could first please verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then also your home mailing address, please.
[CUSTOMER][NEUTRAL] OK, it's a [PII].
[CUSTOMER][NEUTRAL] [PII], and it may have [PII] where mail goes to PO box.
[AGENT][NEUTRAL] OK, so I
[AGENT][NEUTRAL] I do have your PO box, OK, and the phone number that we have on file for you, Miss [PII] is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Thank you. And do you have an email address?
[CUSTOMER][NEUTRAL] Now
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, thank you. Alright, so just one moment, let me, that's all of the information I'll need to verify.
[AGENT][NEUTRAL] OK, so I do see that that was ordered to be mailed. That was ordered actually for you back on [PII].
[CUSTOMER][NEGATIVE] Never received it.
[AGENT][NEUTRAL] OK, and I can see that, you know, there were other requests also submitted. Now, your policy number, let me give you the correct policy number, Ms. [PII] for your disability policy.
[CUSTOMER][NEUTRAL] Hang on a second, let me get something to write that down.
[CUSTOMER][NEUTRAL] You do it slow.
[AGENT][NEUTRAL] OK, so it's very similar to what you gave me, except instead of the last number being an 8 for the disability policy, it is a 9.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Everything else about it is the same.
[CUSTOMER][NEUTRAL] 389, right?
[AGENT][NEUTRAL] Yes, ma'am. uh-huh, the last.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] The last 3 numbers. That is correct. Now, I can request that more forms be mailed to you. Do you have any way of printing the form from the internet? Because you could print that. No, you don't.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No,
[CUSTOMER][NEUTRAL] No, and I don't. That's what I told them before, we don't have that.
[CUSTOMER][NEUTRAL] And I've been waiting cause I said I need some money coming in.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, so it can take up to 10 business days for that to be received. Um, give me just one moment and I'm gonna go ahead and order that for you.
[CUSTOMER][NEUTRAL] And the way you do cos.
[AGENT][NEUTRAL] OK, just a moment, please.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, so Mr. [PII], I have ordered this for you, but again, it is going to take
[AGENT][POSITIVE] Yeah, it can take up to 10 business days for it to be received, but it has been ordered for you again and I actually ordered the 2 claim forms be sent to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I appreciate it cause I, I thought it was gonna be here, you know, when I went back to the doctor on the [PII] and while I was at the doctor, you know, I told him and he said we had to fill out. I had, you know, the girl filled them out, fill them out, so it wouldn't take a day and I said, well, waiting on them to get here, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, and I don't know what has happened because I can see that they were ordered to be mailed and they would have gone to that mailing address.
[CUSTOMER][NEUTRAL] I don't either.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh. And the zip code is [PII]. Uh-huh, that is correct. Yes, sir.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] All right, I hope so. Yeah. I mean, I see that. I mean they're still.
[AGENT][NEUTRAL] Well, we'll try it again and if there's any way, I don't know if, you know, someone at your doctor's office could print them from our website because you can print these directly from our website. There's not, you know, you just need the ability to be able to print. So.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I don't know if they would be willing to do that for you or not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I don't see it online.
[CUSTOMER][NEUTRAL] I know, never mind. We gonna the the insurance card, never mind.
[CUSTOMER][NEUTRAL] OK. All right then.
[AGENT][NEUTRAL] But is there anything else that I could help you with at the moment, Ms. [PII]?
[CUSTOMER][POSITIVE] All righty then.
[CUSTOMER][NEUTRAL] No, no, that, that'd be it.
[AGENT][POSITIVE] OK. Well, then, thank you for calling APL and I hope that you have a very nice day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You too hon, thank you.
[AGENT][POSITIVE] All right. You're very welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.