AccountId: 011433970860
ContactId: 72b2b09b-6774-4075-a835-78ffc7957a8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1518910 ms
Total Talk Time (AGENT): 290434 ms
Total Talk Time (CUSTOMER): 251748 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/72b2b09b-6774-4075-a835-78ffc7957a8c_20250520T17:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII].
[CUSTOMER][NEUTRAL] I work for Focus.
[AGENT][NEUTRAL] And how may
[CUSTOMER][NEUTRAL] I work for Focus Workforce management.
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] And how may I assist you today?
[CUSTOMER][NEUTRAL] Uh, I've been off work since the [PII].
[CUSTOMER][NEUTRAL] And it's supposed to go to work Monday and if I can't.
[CUSTOMER][NEUTRAL] I'm not sure if I'm gonna be able to or not.
[CUSTOMER][NEUTRAL] Put something in my hair.
[CUSTOMER][NEUTRAL] And then the doctor will then possibly have to go back Monday.
[CUSTOMER][NEUTRAL] If I do, I'll be going to work but uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My boss told me to call you people.
[CUSTOMER][NEUTRAL] Uh, about the disability insurance I have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, do you know the policy number?
[CUSTOMER][NEUTRAL] Uh, I can get my card out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] I, I still have it.
[CUSTOMER][NEUTRAL] OK, uh, what number do you need? The group number?
[AGENT][NEUTRAL] And the policy certificate number?
[CUSTOMER][NEUTRAL] Let me see
[AGENT][NEUTRAL] It starts with a 0, followed by 7 digits.
[CUSTOMER][NEGATIVE] I don't think I will.
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] Starts with a 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] And then uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I got a group number, ID number.
[AGENT][NEUTRAL] OK, let me have that ID number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Medical claims the uh.
[CUSTOMER][NEUTRAL] Group number is 9432.
[AGENT][NEUTRAL] What about the policy number or the, the ID number?
[CUSTOMER][NEUTRAL] Um, and we know.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Group number and another uh.
[CUSTOMER][NEUTRAL] That's 537-4418.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, let me have that number one more time.
[CUSTOMER][NEUTRAL] 537-441-8
[AGENT][NEUTRAL] Yeah, that doesn't sound like us. Do you have a dental call with us?
[CUSTOMER][NEUTRAL] I, uh, I don't have a.
[CUSTOMER][NEUTRAL] I have dental, but I don't have uh.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] This for this, huh?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so you don't have the card?
[CUSTOMER][NEUTRAL] This is for my hip.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know. I have one card that was mailed to me.
[CUSTOMER][NEUTRAL] So MetLife for medical benefit.
[CUSTOMER][NEUTRAL] Verification customer service.
[AGENT][NEUTRAL] Yeah, that's not us.
[CUSTOMER][NEGATIVE] Oh my. This is for my disability when I get hurt.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me check and
[CUSTOMER][NEUTRAL] And it, it'll pay.
[CUSTOMER][NEUTRAL] This pays me when I'm not working.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Yes, yes. Now, MetLife is a different company, so let me go ahead and get your um spelling of the last name and first name and do a name search and see if I can find you in our system, OK?
[CUSTOMER][NEUTRAL] Yeah, it's my last name is [PII]
[AGENT][NEUTRAL] OK, and the
[CUSTOMER][NEUTRAL] First name [PII].
[AGENT][NEUTRAL] Mm, OK. Just regular [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, if I can find you like this.
[CUSTOMER][NEUTRAL] Don't show I'm covered for pharmacy.
[AGENT][NEUTRAL] We don't have any pharmacy benefits unless you have it with MetLife, which MetLife is a different company.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That says med impact.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK let me try one more time.
[AGENT][NEUTRAL] And you say you're with uh Focus work first, right?
[CUSTOMER][NEUTRAL] A multi.
[CUSTOMER][NEUTRAL] Yeah, focus workforce management.
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] At Walworth Publishing Company.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] I talked to somebody the other day and they were supposed to send me a form in the mail.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That I had to sign my doctor and my, and my boss.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] They never found that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's gonna be one more minute. I'm just waiting on the whole group to pull up and then I'm gonna do a name search under that group, OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Or another, um, the fastest way to find it is if you provide the social I don't know if it's OK with you.
[CUSTOMER][NEUTRAL] What do you need?
[AGENT][NEUTRAL] The fastest way to find your policy will be through your social.
[CUSTOMER][NEUTRAL] Yeah, you need the last 4 of the whole thing.
[AGENT][NEUTRAL] The whole thing.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, I think here you are.
[AGENT][NEUTRAL] OK, it's gonna be one more minute. I'm waiting on the system, OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and for security, may I have the mailing address and email address on file?
[CUSTOMER][NEUTRAL] Uh, my old uh email is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But I changed it to [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. All right. And what's the mailing address on file?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. OK, I found your policy. Let me check and see where we are.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, so you said you uh requested a claim form but you never received the claim form?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] You find my policy.
[AGENT][NEUTRAL] Mhm, I did.
[AGENT][NEUTRAL] One moment
[CUSTOMER][NEUTRAL] For uh
[CUSTOMER][NEUTRAL] Disability
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it was sent by mail. That's why he, um, it's probably still on the way, um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Would you like me to send a copy to your email?
[CUSTOMER][NEUTRAL] Oh, you can. Have you already mailed one?
[AGENT][NEUTRAL] We already mailed one. It was mailed out on, let's see, the [PII].
[CUSTOMER][NEUTRAL] OK, on the [PII].
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] Let's see, this is, this should be here.
[CUSTOMER][NEUTRAL] Where's your mail from?
[AGENT][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] Well, it should be here by now.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can go ahead and send it by email or request another one to be sent by mail. I'm not sure what happened to it if you go ahead.
[CUSTOMER][NEUTRAL] Do you do
[CUSTOMER][NEUTRAL] Can you send me one email and send me a new one by mail?
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEGATIVE] I don't get paid till I get the time. I'm not working.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Yeah, you know what I'm saying?
[AGENT][NEUTRAL] Mhm, yes. OK. So let me go ahead and send this email.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I haven't got it yet.
[AGENT][NEUTRAL] Oh no, I'm still working on. I need to attach it and send it and yeah, it takes a little bit for me to send it out. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm working on it right now.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I was wondering if it hadn't, if it got mailed, how come I got here yet.
[AGENT][NEUTRAL] Not sure. It could be many, many reasons, but yeah, I did get mail. I do see here the request rate went out on the [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] uh
[AGENT][NEUTRAL] Chart.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And the instructions are gonna be on the first page of the form, OK?
[AGENT][NEUTRAL] And let's see the attached.
[AGENT][NEUTRAL] Document. OK, here we go. OK, let's wait just a couple of minutes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, you want to check and see if you got it?
[CUSTOMER][NEUTRAL] Yeah, so be careful with attachment.
[CUSTOMER][NEUTRAL] Be attached to this email account.
[CUSTOMER][NEUTRAL] Oh I clean.
[CUSTOMER][NEUTRAL] OK, can you send me a paper one that I can use?
[AGENT][POSITIVE] Mhm, yes, I can go ahead and request another one.
[CUSTOMER][NEGATIVE] I'm not real great with computers or like some stuff.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Let me do this before I let you go, OK, so it's gonna be a couple of minutes so I can go ahead and send it by mail, OK?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it OK if I put you on a brief hold?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. OK, I went ahead and send that as well by mail, OK? Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh, that, uh, document you had me download. Can that be printed?
[AGENT][POSITIVE] Yes, you can print it out.
[CUSTOMER][NEUTRAL] I mean, can I take it somewhere and get it printed like FedEx or something.
[AGENT][NEUTRAL] You can, yes, you can go ahead and just um go to FedEx and let them know that you have an email and you have an attachment that you would like to print out, and they can help you to print it out if you would like to do that.
[CUSTOMER][NEUTRAL] I'm alright, but go ahead and mail me that other one.
[AGENT][NEUTRAL] Yeah. Mhm. I went ahead and requested that. OK. So it should be be sent by mail as well, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] No, I think that's all I need for now, isn't it.
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You have a good afternoon, OK?
[CUSTOMER][POSITIVE] You too thank you much.
[AGENT][POSITIVE] You're welcome. Mm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] No.