AccountId: 011433970860
ContactId: 7357eed4-a7f5-4721-a5e3-4ef9583f65a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 491529 ms
Total Talk Time (AGENT): 193558 ms
Total Talk Time (CUSTOMER): 122962 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/7357eed4-a7f5-4721-a5e3-4ef9583f65a2_20250220T13:31_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] Yeah.
[CUSTOMER][NEUTRAL] Um, this, uh, Mr. [PII].
[AGENT][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] And I represent you represent the aluminum.
[CUSTOMER][NEUTRAL] And I have a short term disability on my insurance policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And I need a form send to my doctor, send to my doctor for you for she could she could pull it out, send, send back to y'all.
[AGENT][NEUTRAL] Alright, I can help you with that, and what is your policy number please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What's wrong? What's that?
[AGENT][NEUTRAL] Do you have your, do you have your policy number available?
[CUSTOMER][NEUTRAL] Yes, I do. Hold on here a minute.
[AGENT][POSITIVE] Oh, all right, thank you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, if I can see it.
[AGENT][NEUTRAL] If not I can look it up by your social if that's OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You get about what now?
[AGENT][NEUTRAL] I can look it up by your social if that is OK with you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, that's fine, that's fine. OK, [PII].
[AGENT][NEUTRAL] What is
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, bear with me just one second.
[AGENT][NEUTRAL] Mr. [PII], do you mind verifying your date of birth, please, sir?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. And what is your current mailing address, please, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right thank you and what is a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I have a Yahoo email address on file for you. Can you verify that Yahoo email?
[CUSTOMER][POSITIVE] Yes, I have it. I have it on my face, yeah.
[AGENT][NEUTRAL] Can you verify that for me?
[CUSTOMER][NEUTRAL] I don't know it by heart, but I know he how cat. I, I don't know the whole thing.
[AGENT][POSITIVE] OK, thank you. I.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 1954.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII] I think it is yeah.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Would you like for me to fax this to your doctor's office, or?
[AGENT][NEUTRAL] Would you like for us to mail a form to you because there's a portion that you will need to complete as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, um,
[CUSTOMER][NEUTRAL] That's the office.
[CUSTOMER][NEUTRAL] And uh send me uh uh email me the my information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could do that.
[AGENT][NEUTRAL] I certainly can. Do you have your doctor's fax?
[CUSTOMER][POSITIVE] Yes, I, yes I do.
[AGENT][NEUTRAL] What's that fax number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] All right. If you will bear with me just one moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] OK, yeah, Doctor [PII].
[AGENT][NEUTRAL] Doctor [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, B [PII]
[CUSTOMER][NEUTRAL] Yes, Dr. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Give me just one second.
[AGENT][NEUTRAL] I'm doing that right now for you if you don't mind holding just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just to verify that fax number I'm for Doctor [PII], I'm sending this to [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right. Um, Mr. [PII], I have sent that to Doctor [PII].
[AGENT][NEUTRAL] It'll he'll get a 2 page fax for the form that he needs to complete.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then and I request that we now I can email the claim form to you or you can get it online that would be quicker.
[CUSTOMER][NEUTRAL] So this uh email to me, email it to me and I get it.
[AGENT][NEUTRAL] OK, email it to you and it's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm going to email that to you right now. Now there is a portion.
[AGENT][NEUTRAL] For you to complete and a portion for your employer to complete, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Getting that emailed for you.
[AGENT][NEUTRAL] And that is on the way to your email.
[AGENT][NEUTRAL] And be sure to get that last page, um, the statement of
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claimant statement is going to be your portion that you'll need to complete.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Get back to us and then the last page is for your employer to complete.
[CUSTOMER][NEUTRAL] And what's deploy for you to do.
[AGENT][NEUTRAL] They have a page that they need to fill out for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm gonna put your policy number in the subject line as well, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then get once we have all three portions returned to our office we can process the claim. Now we also have a website and that will be included on the email you can create a login and password and just upload your portion.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh, that should be it.
[AGENT][POSITIVE] Well thank you for calling APL Mr. [PII]. If you need us, you don't hesitate to give us a call, OK?
[CUSTOMER][NEUTRAL] I sure will.
[AGENT][POSITIVE] All right, thank you, sir. You have a wonderful day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.