AccountId: 011433970860
ContactId: 70b52015-1b96-4c8d-ba07-e2cd2fcb8c66
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204919 ms
Total Talk Time (AGENT): 67508 ms
Total Talk Time (CUSTOMER): 93481 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/70b52015-1b96-4c8d-ba07-e2cd2fcb8c66_20250401T20:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I need to speak to Ms. [PII] in disability claims, please.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Did you have her last last initial? or you just have [PII]? OK.
[CUSTOMER][NEUTRAL] No, I don't. Yeah, supposedly in the short term disability claims.
[AGENT][NEUTRAL] OK, and what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], I show she's out of the office until [PII]. Do you want me to send her a message, or do you wanna give us a call back after that, or is there something?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I need to
[CUSTOMER][NEUTRAL] OK, I've got some paperwork, but it's for the doctor's side of the papers.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And there's no, does, do, do the doctor's signature need to be on it or something of that nature?
[AGENT][POSITIVE] Yes, it does.
[CUSTOMER][NEUTRAL] OK. Well, there's no spot on the paper. So what I'm gonna do is I'm gonna ask my doctor to sign at the bottom in an open space so that it can be pro you know, at least you have, may not be the exact location, but you know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so will that be acceptable?
[AGENT][NEUTRAL] Um, so do you have the attending physician statement? Is that what you have?
[CUSTOMER][NEUTRAL] I think so, yeah, it's a
[CUSTOMER][NEGATIVE] I have no, I can't see well enough to read it.
[AGENT][NEUTRAL] Oh, OK, um, so there, there should be a box for the signature unless something got cut off.
[CUSTOMER][NEUTRAL] That's why.
[CUSTOMER][NEUTRAL] No, it's not, it's a full page. It, it looks, you know.
[AGENT][NEUTRAL] Let me see, you just have one page, is that all?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEGATIVE] Because, and this is, this is becoming a headache, to be honest with you. And that's why I'm saying, Miss [PII] knows all about this.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, I, I'm not sure if that would be acceptable, so she'll be back at [PII]. Do you want me to shoot her a message and she'll call you as soon as she gets back?
[CUSTOMER][NEGATIVE] Yes, please, but I need this. I'm gonna get the doctor to sign the bottom on the bottom anyway just so that you'll have something because I've got this is getting out of the hand and this is this is really, really been a pain in the neck and a couple other places.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, I'm so sorry. Well, let's, is it [PII]. Is that right, sir?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] OK, all right, I'm gonna shoot a message her way so look out for her call in just a bit, OK?
[CUSTOMER][POSITIVE] Yeah, yes, ma'am. Tell a top priority, please.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I will. Thank you so much, sir. All right, bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.