AccountId: 011433970860
ContactId: 73ec0fbb-af71-4bed-aad6-33c02315936a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232410 ms
Total Talk Time (AGENT): 67499 ms
Total Talk Time (CUSTOMER): 127045 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/73ec0fbb-af71-4bed-aad6-33c02315936a_20250227T17:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. May I help you?
[CUSTOMER][NEUTRAL] Yeah, um, my name is [PII]. I had a, a short term disability claim with y'all, and, uh, it was supposed to.
[CUSTOMER][NEUTRAL] Uh, it was supposed to be finished by the end of this month, but I'm seeing a new doctor and they got me doing some more physical therapy and stuff, so I need to extend it. So I was wondering if I can get an email of the paper that my physician's supposed to fill out.
[AGENT][NEUTRAL] Uh, well, that claim form is available on our website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Because last time I called and they just sent me the email of all the paperwork, but I, I'll look on them. Is there any way y'all can send me an email so I can email it to my doctor?
[AGENT][NEUTRAL] Uh, what's your policy number?
[CUSTOMER][NEUTRAL] Uh, hold on one second, let me get it for you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] What the hell.
[CUSTOMER][NEUTRAL] OK here we go.
[CUSTOMER][NEUTRAL] One second, let me find that.
[CUSTOMER][POSITIVE] I like that 28 p.m.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEGATIVE] Where the heck is it?
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] What's your um what's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, of course there's nothing in there.
[CUSTOMER][NEUTRAL] Oh man.
[AGENT][NEUTRAL] OK, and verify your date of birth, mail address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, my address is [PII] and my email address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you say you're
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] We switched on to another doctor and they have you out longer.
[CUSTOMER][POSITIVE] Yeah. They got me doing physical therapy and they got me doing, uh, I, I, I switched from, I was I, I got diagnosed with MS and I was originally seeing a neurologist and they switched me to a MS specialist and they put me on longer, they put me out longer and want me to start doing physical therapy before I can go back to work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my, my work was, uh, my short term visibility was supposed to end this month, so I need to get it extended, but I need the paper so they could fill it out so that doctor can fill it out so I can send it back to y'all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see. I will email this form out to you. And it's to that [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. Yes, correct.
[AGENT][NEUTRAL] OK, I will send this off to you in a few moments.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Alright thank you and then uh I just, I just get the doctor to fill it out and then fax it to y'all, correct?
[AGENT][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] Uh, you can fax it or mail it or if you have, um, or they can fax it to us, either way it's fine.
[CUSTOMER][NEUTRAL] OK, all right, let me get the fax number real quick. Hold on, let me get an infant.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so I can have them faxed to y'all. Alright, go ahead.
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 3659423 you said?
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Yes, sir. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK