AccountId: 011433970860
ContactId: 6d43e6f5-0b03-450d-94e7-b0e0ad727354
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333320 ms
Total Talk Time (AGENT): 128193 ms
Total Talk Time (CUSTOMER): 138305 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/6d43e6f5-0b03-450d-94e7-b0e0ad727354_20250430T13:08_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, how are you?
[AGENT][POSITIVE] I'm good, thank you.
[CUSTOMER][NEUTRAL] I am
[CUSTOMER][NEUTRAL] Because I called this morning.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was trying to make sure you got the doctor's statement. This is [PII], and I was given a fax number, so I got them to send it directly to you versus the agency.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So I don't know how long that's gonna take, but she said she sent it out today.
[AGENT][NEUTRAL] OK. Uh, I can go ahead and make a note, um, and check and see which they're gonna send it by fax.
[CUSTOMER][NEUTRAL] Yes, the number that was given to me just.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yeah, by fax it usually takes a couple of days, but let me have a callback number just in case we get disconnected and your policy number so I can notate your account.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. May I have the policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't have a policy number and they didn't send out a card for it all I can do is give you the social security number.
[AGENT][NEUTRAL] OK, um, bear with me just a second.
[AGENT][NEUTRAL] Let's do that.
[AGENT][NEUTRAL] S. OK, go ahead with the social.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, and for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Um, email [PII].
[CUSTOMER][NEUTRAL] Billing address [PII].
[AGENT][POSITIVE] OK. All right, thank you.
[AGENT][NEUTRAL] Yes. OK. So I'm gonna go ahead and notate the account that um the physician's statement should be coming shortly. It was faxed. Um, the faxes usually takes 24 to 48 hours to get here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And one of them, the guy, the, the lady from the agency or either one of them, you should be done and got it because it should show up today at least cause I called the office yesterday and she sent it out to corporate again. But see the thing with corporate, see it's going from the, from my agency to corporate and I don't know if they're doing, you know, doing it as they should. So that's why I got the nurse to, to do it and send it directly to you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, I will say check back on Friday and see if we have anything, so you can follow up with them if we don't, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me ask you something. When
[CUSTOMER][NEUTRAL] If this is approved.
[CUSTOMER][NEUTRAL] Does it, how does the payment go? I know when it goes out, but does it come on my card for the agency or is it mailed out?
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] It depends on the policy, um, and how it's set up for each person, so let me look at yours, bear with me.
[AGENT][NEUTRAL] OK, so yours, it looks like it's gonna be a paper check.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Can I, I can't get it set up through any of my accounts.
[AGENT][NEUTRAL] And um
[CUSTOMER][NEUTRAL] It has to come through a paper
[AGENT][NEUTRAL] Yeah, you can um do a direct deposit, um, but what you're gonna need is to fill out the direct deposit form. um the direct deposit form is either you can find it in the website at [PII] or if you have register, uh, go ahead.
[CUSTOMER][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or if you have, if you have register online, you can do it electronically just by going to your account and setting up direct deposit.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And girl, I'll tell you.
[CUSTOMER][NEGATIVE] I can't get up and do too much of that right now cause I would have had to aggravate my agency, so I guess I have to just figure out when you send it out and just get my daughter to pick it up or something.
[CUSTOMER][NEUTRAL] So that's, that's, I didn't even think.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To do that.
[AGENT][NEUTRAL] Do you need the website again so you can get the form?
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] No, but I can't, I can't write it right now anyway, so when I tomorrow I'll, I'll see, but I'll probably just let you go on and mail it out. I ain't worry about it right time.
[AGENT][NEUTRAL] Oh, OK, OK. No.
[CUSTOMER][NEUTRAL] Mm, alright, I'll check back with you on Friday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.