AccountId: 011433970860
ContactId: 831800e9-53f1-4049-9c0d-600b9e14d3fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255869 ms
Total Talk Time (AGENT): 109860 ms
Total Talk Time (CUSTOMER): 85302 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/831800e9-53f1-4049-9c0d-600b9e14d3fb_20250227T18:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII].
[AGENT][NEUTRAL] OK, and how may I assist you today?
[CUSTOMER][NEUTRAL] OK, I'm a, I'm a policy holder.
[CUSTOMER][NEUTRAL] Um, I'm, I'm calling to.
[CUSTOMER][NEUTRAL] Find out, uh, something more about my, I got, I got one payment before but I want to know when they be the balance of the other payment.
[AGENT][NEUTRAL] OK. What is your policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 0243.
[CUSTOMER][NEUTRAL] 2636.
[AGENT][NEUTRAL] OK, thank you. Give me a moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, my call back number would be [PII].
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] My email address is [PII].
[CUSTOMER][NEUTRAL] My my my address is [PII] zip is [PII].
[AGENT][NEUTRAL] OK, thank you. And this is on your, um,
[AGENT][NEUTRAL] Short-term disability policy.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so you're asking about claim status?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. Did you receive the claim form that you will need to complete the continuing disability portion and submit to our office?
[CUSTOMER][NEUTRAL] Well, I, I, I, I submit that the first one.
[CUSTOMER][NEUTRAL] The first one I received part of the the payment already.
[CUSTOMER][NEUTRAL] But I now received the balance.
[AGENT][NEUTRAL] Uh yes, sir. If it's a continuing disability, uh, you have to fill out that contained disability portion of the claim form. Um, if you like, I can email that to you or let you know we do have it on our online or on our website where you can print out that form.
[AGENT][NEUTRAL] And you just need to fill out the portion needed for continuing disability and submit that into our office.
[CUSTOMER][POSITIVE] OK, I appreciate it if you could send it to my email please.
[AGENT][NEUTRAL] OK, and let me.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I'll email this to you, but um just fill out that portion and it states on that first page what portion you would complete for, um, a continuing disability and you can mail or fax or if you set up on our online service center, um, submit it that way.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] So you, you see where that that I have received the first payment, huh?
[AGENT][NEUTRAL] Uh, yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And along with that payment, you should have received a claim form, but um I can send it to you and I'm so sorry you were saying.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That would be all for now. Uh, I appreciate your time and your help.
[AGENT][POSITIVE] Alright, you're welcome and uh thanks for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.