AccountId: 011433970860
ContactId: 6d54389a-dd0b-4098-977c-020dccb92c65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 745789 ms
Total Talk Time (AGENT): 214095 ms
Total Talk Time (CUSTOMER): 237413 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.1, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/6d54389a-dd0b-4098-977c-020dccb92c65_20250609T12:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], is that what you said?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Um, OK, so I have to find out. I may have to have my husband call. Um, my husband broke his ankle a little over a week ago, and I'm doing the paperwork for him because he doesn't do paperwork, but I don't, I don't have his.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Claim num I mean claim number. I don't have his policy number that I'm sure I need to put on these papers here, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm just, I'm just wondering if I can get that to and then I wanted to double check everything I have to do, I mean.
[CUSTOMER][NEUTRAL] I send papers to the doctor. I, the doctor himself has to sign paperwork, right? You can't take the paperwork when you're discharged, is that correct?
[AGENT][NEUTRAL] All right, whichever, whatever time is convenient as long as the doctor um signs and, you know, dates it, it can be whenever.
[CUSTOMER][NEUTRAL] Right, but what I'm saying is he has to fill out the form and sign it, is that correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, cause when you get discharged, they give you all this paperwork that about all the information when you were seeing with the doctor. And I didn't know if that paper is good enough or, you know, legitimate. Yeah, yeah, they, they have it, they, they've got your name on it, your information, you know, everything on it, but um I, I don't wanna.
[AGENT][NEUTRAL] Oh, I see what you're saying.
[CUSTOMER][NEUTRAL] I've got to get this going and stuff so I don't want to do delays by sending in something that's not.
[CUSTOMER][NEUTRAL] You know what I'm saying, I don't wanna send those papers and and and then yeah.
[AGENT][NEUTRAL] Now
[AGENT][NEUTRAL] I would still send in the discharge papers, but you're still gonna have to have the doctor sign their portion. But yes, I understand what you're saying now. You can't just send just the papers, right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, that's what I wanted to double check. Is there any way I can get his policy number though so I can at least get that on here?
[AGENT][NEUTRAL] Yes, ma'am. Um, may I first
[CUSTOMER][NEUTRAL] I used to, OK.
[AGENT][NEUTRAL] Oh, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I, I'm sorry, I interrupted you. Go ahead.
[AGENT][NEUTRAL] Oh, that's OK. May I have your name and a good contact number in case we disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and it's [PII] My last name is [PII]
[CUSTOMER][NEUTRAL] And my husband [PII] is a policy holder.
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] Nope, [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] I can give you his birth date and I can probably
[CUSTOMER][NEGATIVE] Hunt down his Social Security number too if you want that.
[AGENT][NEUTRAL] OK. I'm gonna try with the last name and see if that pulls up anything first.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is for his short-term disability policy?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] I believe that's the only he has with you.
[AGENT][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] Hold on one moment. I just found it, it's coming up now.
[AGENT][NEUTRAL] OK, it's coming up now. [PII], do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Why am I logged out of everything? Why does this keep happening?
[AGENT][NEUTRAL] Just leave stuff alone.
[AGENT][NEUTRAL] Oh my God.
[AGENT][NEGATIVE] I don't think that's the right password.
[AGENT][NEUTRAL] Bro, why is my Google sign my signed out again? What?
[AGENT][NEGATIVE] Stop messing with stuff.
[AGENT][NEGATIVE] I don't have time for this.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] And why isn't it signing in automatically like it's been doing since I started? Leave stuff alone.
[AGENT][NEUTRAL] I got somebody holding because I'm trying to get in.
[AGENT][POSITIVE] And everything was working fine.
[AGENT][NEUTRAL] Man.
[AGENT][POSITIVE] I'm so sorry Ms. [PII]. I was ready to serve you.
[AGENT][NEGATIVE] Because I need to know about beneficiaries and freaking guru.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I'm doing all this on a recorded call.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] Well, I, you know what, I don't have time and she's been waiting, so here we go.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] I don't, this is ridiculous.
[AGENT][NEUTRAL] Hello Mrs. [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait.
[AGENT][NEUTRAL] Excuse me, so just for the call, all the information provided is a verification of benefits, not a guarantee of payment. So the policy number is 223.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 5855.
[CUSTOMER][NEUTRAL] OK, let me repeat that back [PII] 223-585-5.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Is there, is it possible to access the policy to look at it online?
[AGENT][NEUTRAL] Like, uh, like what the policy covers?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, for short-term disability, yes, I can email, um, it will be the email address on file, but I can email like a breakdown of the policy and what it would, you know, how often it pays and
[AGENT][NEUTRAL] Like just the policy information, is that what you're looking for?
[CUSTOMER][NEUTRAL] Yeah, yeah, I'm looking to see like how long does it take, uh, like when does it kick, how many, how many days, how many weeks before it kicks in and what is, what is, how much is he gonna get and that sort of thing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes. OK, so I can email you the policy breakdown. Um, I went into the call and I didn't um verify your date of birth and the mailing address on file. I'm sorry.
[AGENT][NEUTRAL] It can be yours. You're on here as well.
[CUSTOMER][NEUTRAL] OK, then, um,
[CUSTOMER][NEUTRAL] Yeah, his is [PII].
[CUSTOMER][NEUTRAL] And uh the address is [PII].
[AGENT][NEUTRAL] Thank you. And your date of birth?
[CUSTOMER][NEUTRAL] M is [PII].
[AGENT][NEUTRAL] OK, so I'll go ahead, well, hm.
[AGENT][NEUTRAL] We may need Mr. [PII] to call.
[CUSTOMER][NEUTRAL] You must send.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Oh, did you, you need him to call to send the policy info?
[AGENT][NEUTRAL] The only reason I'm saying that is because since he's the policyholder, there's no email on file, so I'll have to speak with him to add an email, then I can send it. It's just since he's the policyholder.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, that won't be till later today. I'm at work right now, so I'll I'll have to take care of this a little bit later and also on the form now, do I have to put my income down?
[AGENT][NEUTRAL] No, only him. Well, unless it asks for household.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on, let me pull up a form.
[CUSTOMER][NEUTRAL] It says sources of income.
[CUSTOMER][NEUTRAL] It says complete the details for your other sources of income.
[CUSTOMER][NEUTRAL] Identified below that you or any of your dependents received.
[CUSTOMER][NEUTRAL] Or are eligible to receive.
[AGENT][NEUTRAL] Well, you're not on this policy, you're not considered one of his dependents or spouse. You're just, you're the beneficiary on the policy. So, hold on one second, let me pull up the
[CUSTOMER][NEUTRAL] OK, I, I don't have to.
[AGENT][NEUTRAL] I just want to look at the form. Hold on one second.
[AGENT][NEUTRAL] Yeah, it doesn't say like for the household, it's just him and the dependent. So no, I would just put his information down.
[CUSTOMER][POSITIVE] OK perfect thank you so very much. Thank you, [PII] for all your time.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Nope, that's it. Have a great day.
[AGENT][POSITIVE] You also, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK