AccountId: 011433970860
ContactId: 7d880066-b268-4993-9639-dadec193ca6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287640 ms
Total Talk Time (AGENT): 126003 ms
Total Talk Time (CUSTOMER): 100207 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/7d880066-b268-4993-9639-dadec193ca6e_20250314T14:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] This is, uh, Mr. [PII]. I'm, I, uh.
[CUSTOMER][NEUTRAL] Sending the claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And I, I turned it and that you also was reading the hair from the employer. I'm gonna feel your hair from them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, you said what, um, can you repeat what you just said?
[CUSTOMER][NEUTRAL] Uh, uh, a short, short, a short term, a short term.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] Disability claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh and y'all, yo, we can hear from the employer.
[CUSTOMER][NEUTRAL] And I wonder if y'all heard from them.
[AGENT][NEUTRAL] OK. Ms. [PII].
[CUSTOMER][NEUTRAL] They keep telling me this and that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] They keep telling me that this under name already.
[AGENT][NEUTRAL] OK, OK, now, now I understood. OK, so um we was waiting for the employers' portion and they told you they already send it in, so you wanna know if they did, correct?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, alright, and may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And may I have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh, I don't have that.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and how do you
[CUSTOMER][NEUTRAL] Uh, OK, 016.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 88695
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] And this, it's a, it's in that y'all, y'all rejected or something.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Address [PII].
[CUSTOMER][NEUTRAL] Email address [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, we have a different email address in Yahoo.
[CUSTOMER][NEUTRAL] Uh, you know.
[CUSTOMER][NEUTRAL] OK, I don't know that my wife do normally use that. I don't wanna use it.
[AGENT][NEUTRAL] Mm. OK. It's OK. All right. So let me check and see what we have so far. One moment.
[AGENT][NEUTRAL] Does it looks like we haven't received anything recently.
[AGENT][NEUTRAL] When did they say they send it in to us?
[CUSTOMER][NEUTRAL] Man, I was, I was after this thing ever since the [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Did they say they was gonna mail it or fax it?
[CUSTOMER][NEGATIVE] They didn't see, I, I, I, I, um, I got a letter from y'all. The reason why y'all, we're waiting on it, we don't employer.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] I got a letter from that.
[CUSTOMER][NEUTRAL] But they keep telling me uh.
[AGENT][NEUTRAL] And that's the last thing I see here. Mhm.
[CUSTOMER][NEUTRAL] And I called her this morning.
[CUSTOMER][NEGATIVE] You tell me you're rejected it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We have not received the employer's portion just yet. Um, I see that the last time I got here, um.
[AGENT][NEUTRAL] Some notes was back on [PII] with where the examiner, the Ms. [PII] um process or review everything and it looks like it was waiting for that employer's claim form and as of today, we have not received that. So you want to call them and make sure they're sending it to the correct place or if they can just go ahead and fax it over to us, um, so we can go ahead and and.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I said, I, I said, I said I need to know.
[AGENT][NEUTRAL] Yeah, OK, do you have the fax number?
[CUSTOMER][NEUTRAL] That's, that's what I need, OK.
[AGENT][NEUTRAL] So you can review that with them.
[CUSTOMER][NEUTRAL] I'm going
[CUSTOMER][NEUTRAL] I'm going there.
[AGENT][NEUTRAL] OK. All right. And is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, oh, OK.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] No, right. Well, thank you for calling ATL. Have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][POSITIVE] Mm thank you. Bye-bye.