AccountId: 011433970860
ContactId: 7fd7074f-2ce4-4268-8813-ebf4ecf9cf8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 420329 ms
Total Talk Time (AGENT): 255489 ms
Total Talk Time (CUSTOMER): 104352 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/7fd7074f-2ce4-4268-8813-ebf4ecf9cf8f_20250217T20:54_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII]. I have requested for some, uh, forms to be faxed, but I've never received those forms, and I'm wondering, can y'all fax them to a different number?
[AGENT][POSITIVE] Well, I'm so sorry you didn't receive those, Miss [PII], and it would be my pleasure to assist you. Do you have your policy information, your number?
[CUSTOMER][NEUTRAL] No, uh, they just looked it up with my social.
[AGENT][NEUTRAL] OK, let me get that pulled up. What is that social?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Is this for your disability policy, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, for a short time.
[AGENT][NEUTRAL] OK, and what is your date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, bear with me just one second.
[AGENT][NEUTRAL] Was that back on the [PII] that you requested those faxed?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No. Well, yes, yes, it should have been Friday. Yes.
[AGENT][NEUTRAL] Back on last Friday, OK, do you mind, um, did, and I'm sure she went over your verifying your PO box, is that correct?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, no, I can do that. [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] But I, I need these facts.
[AGENT][POSITIVE] Got you. I'm gonna take care of you. What is that callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. Give me just one second. Did she also advise that you, if you need to, you can go to our website at [PII] for the claims and forms and print from there as well.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I've tried all that.
[AGENT][POSITIVE] I hear you. I'm, I'm right there with you.
[CUSTOMER][POSITIVE] Yeah exactly
[AGENT][NEUTRAL] Computers are not my friends sometimes.
[CUSTOMER][NEUTRAL] I'm telling you, I just, I'm bare minimum with computers. Me too.
[AGENT][NEUTRAL] I'm old school. I'm, I'm still old school.
[AGENT][NEUTRAL] So I understand.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] For sure, I'm getting that ready for you. Hang on just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And then I'll get that number and we'll go ahead and fax it right now for you.
[AGENT][NEUTRAL] Once my computer is ready.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] there will be 3 sections that you'll need to to complete, and the instructions for completing the short term disability claim form is on page 1.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] If you have any questions at any time you can always give us a call.
[AGENT][NEUTRAL] And we can assist you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And bear with me just one second, my computer is just.
[AGENT][NEUTRAL] Just, it's about to get there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You want me to put your policy number on this as well?
[CUSTOMER][NEUTRAL] That's, that's fine. Yes.
[AGENT][NEUTRAL] That way you'll have it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is that fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] 219-5601
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Just to verify that I'm sending this to [PII], is that correct?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And this is um
[CUSTOMER][NEUTRAL] What you're saying is that like explanation of benefits or some whatever I need, you can send whatever I need to fill it out right.
[AGENT][NEUTRAL] Yeah, what you're gonna get is the claim form, the first page or the instructions, there'll be a portion for you to complete.
[AGENT][NEUTRAL] And that's gonna be the first portion, that's called the statement of insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 4 pages, that's page 2 through 5, well.
[AGENT][NEUTRAL] Yeah, 2 through 5.
[AGENT][NEUTRAL] That's gonna be the portion that you would complete and return to us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then there's page 6, that is for the, your physician, page 6 and 7. You'll get that to your doctor.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then page 8 is the policyholder statement that is for the employer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you would get that to your employer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then they can fax them back into us once they complete those portions. Once we have all three portions on file, then they'll process the claim.
[CUSTOMER][NEUTRAL] OK, and I have to do this like every month that I'm out?
[AGENT][NEUTRAL] Mhm for continuing disability on the first page, there's also the um
[AGENT][NEUTRAL] Instructions for continuing disability claim, you're gonna complete sections A through E and sections G through H. That is the statement of insured. That's gonna be your part, so that's page 2 through 5.
[AGENT][NEUTRAL] If your physician, let's just say if he changes your return to work date,
[AGENT][NEUTRAL] If he changes anything then he will need to complete a new form if there's any changes.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] On your return to work, but monthly you would just complete page 2 through 5.
[CUSTOMER][NEUTRAL] OK, let's see how this goes.
[AGENT][NEUTRAL] And then you can of course upload it on the portal. I see you have an active account.
[AGENT][NEUTRAL] And you can just upload it online.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. We'll do that. Well, thank you so much and I'm gonna make sure that fax came in.
[AGENT][POSITIVE] Yes, ma'am. It should be there just any minute. And if you need anything else, Ms. [PII], never hesitate to give us a call, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, I sure will. What's your name again?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And it's been a pleasure to assist you. Anything else I can help you with this afternoon?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] That'll be all. I appreciate it.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Thank you. You as well. All right, bye. Mhm bye.
[AGENT][POSITIVE] Thank you. Bye-bye.