AccountId: 011433970860
ContactId: 7f99cc67-14d1-4894-a07c-6de5e283300c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 433880 ms
Total Talk Time (AGENT): 127064 ms
Total Talk Time (CUSTOMER): 87586 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/7f99cc67-14d1-4894-a07c-6de5e283300c_20250117T14:44_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] Yes, I, I need you to, to email me, um, a short term disability form that I can get filled out for from the doctor. I need the uh physician's paperwork.
[AGENT][NEUTRAL] Oh, sure.
[AGENT][POSITIVE] OK, I definitely can.
[CUSTOMER][NEUTRAL] So I can get it filled out and sent like.
[CUSTOMER][NEUTRAL] I'm sorry, say it again.
[AGENT][POSITIVE] Oh, no, I just said I definitely can.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. Mr. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, hold on one second.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEGATIVE] Damn it
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's 249.
[CUSTOMER][NEUTRAL] 6904.
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[AGENT][NEUTRAL] And I have your policy here, Mr. [PII], I just need you to verify your date of birth, your mailing and email address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, I'm sorry, [PII], and [PII].
[AGENT][POSITIVE] All righty, and thank you so much for verifying your information. And the email address you just verified, that's the email address you'd like me to send the form, the claim form to?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Well, I'm sending that to you now. Did you want to hold while I send it just to make sure you have it?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] I want to
[CUSTOMER][NEUTRAL] So I just needed a copy if I could print it out and give it to my doctor and then send it back to y'all.
[AGENT][NEUTRAL] Yes, sir. Hold on one moment, I'm getting ready to email you the claim form, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Wait, are we supposed to be going to?
[AGENT][NEUTRAL] Oh, no, no, that's for male.
[AGENT][NEUTRAL] OK, Lord
[AGENT][NEUTRAL] Anywho,
[AGENT][NEUTRAL] What am I doing? Emailing him the claim form.
[AGENT][NEUTRAL] I think.
[AGENT][NEUTRAL] Oh, wait, let me try this again.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Please see attached to this email a cop.
[AGENT][NEUTRAL] That is it.
[AGENT][NEGATIVE] Please be attached to this email as requested. The short term, this is bad writing, disability.
[AGENT][NEUTRAL] Claim form.
[AGENT][NEUTRAL] Please see that this email as requested by her.
[AGENT][NEUTRAL] What?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I was supposed to be 11.
[AGENT][NEUTRAL] OK, I'm gonna put 12 cause that's what was on there.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So I just sent the email to you. Um, you may have to check in the spam folder, but it's coming from care team.
[CUSTOMER][NEUTRAL] Care team?
[AGENT][NEUTRAL] Mhm, the care team, like customer care.
[CUSTOMER][NEUTRAL] I mean it usually comes in my regular folder, but I, I'll keep checking it.
[AGENT][NEUTRAL] It may, it may.
[AGENT][NEUTRAL] Some people just say it comes in the spam, so I just say that just to be sure, but it may come in your inbox.
[CUSTOMER][NEUTRAL] Uh alright, hold on, let me check it on the phone real quick, hold on.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, one second, I'm looking.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] I'm sorry, say that again?
[AGENT][POSITIVE] I just said, sure, take your time.
[CUSTOMER][NEUTRAL] See this thing.
[CUSTOMER][NEGATIVE] It's not.
[CUSTOMER][NEUTRAL] It's not in either folder right now.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][POSITIVE] Got it. All righty.
[CUSTOMER][NEUTRAL] Hold on a second, let me, let me make, wait, wait, hold on, let me make sure this is right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] You got the physicians one in here too?
[AGENT][NEUTRAL] That's the whole claim form. So let me see what page the physician is on.
[CUSTOMER][NEUTRAL] OK, attending physician, I think I see it right here.
[AGENT][NEUTRAL] Yes, attending physician statement. Yes, that's it.
[CUSTOMER][NEUTRAL] Yeah, just that one page?
[AGENT][NEUTRAL] Um, hold on one second.
[CUSTOMER][NEUTRAL] That I need filled out for the doctor?
[AGENT][NEUTRAL] I'm pulling up the form. Hold on one moment. I believe it's 2.
[AGENT][NEUTRAL] Pages, let me see.
[AGENT][NEUTRAL] Attending physician is page 6 and 7.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][POSITIVE] OK, all right, all right, thank you. That's all I needed thank you.
[AGENT][POSITIVE] You're very welcome. You're welcome. Thanks for calling.