AccountId: 011433970860
ContactId: 851b300b-cef1-44b6-bad4-7de055cecc30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 523840 ms
Total Talk Time (AGENT): 234868 ms
Total Talk Time (CUSTOMER): 117074 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/851b300b-cef1-44b6-bad4-7de055cecc30_20250325T14:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I was needing to file a claim. I'm just trying to find out which, uh, forms y'all need from me right now.
[AGENT][NEUTRAL] OK, Ms. [PII], so you're wanting to find out what claim form you need to submit in order to file a claim, is that correct?
[CUSTOMER][NEUTRAL] Right, this is my last time.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Yes ma'am. Well, I can help you with that, Ms. [PII], and what is your callback number, please?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] What is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and your policy number please, Ms. [PII].
[CUSTOMER][NEUTRAL] Now that I don't have, but I have my social.
[AGENT][NEUTRAL] OK, and what is that please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you. All right, thank you. Give me a moment please to look at your information.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Miss [PII], so any information that I do provide for you will be a verification of benefits and not a guarantee of payment, and I will need to verify several things with you first for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number on file for you is the same as the one that you gave to me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Alright, thank you. And lastly your email address please.
[CUSTOMER][NEUTRAL] Lower cases [PII].
[AGENT][NEUTRAL] OK, thank you so much, Ms. [PII]. So this is on your disability policy, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Mm.
[AGENT][NEUTRAL] So now is this just for your continuing disability? There's not been any changes in your, your status with your return to work?
[CUSTOMER][POSITIVE] Correct. Correct.
[CUSTOMER][NEUTRAL] No, I haven't. I'm still in rehab.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so let's.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] OK, so it is uh.
[AGENT][NEUTRAL] Let's see here, let me read the last remark.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it's only going to be your statement, the claimant statement portion of the claim form that you would need to complete and return to us.
[CUSTOMER][NEUTRAL] OK, so can you please fax me a copy?
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] Of that foreign? I don't have it.
[AGENT][NEUTRAL] OK, so you, you have access to a fax machine, Ms. [PII]?
[CUSTOMER][NEUTRAL] The facility
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Let me get the form pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's just taking a month for this pill for me.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And I will send it to your attention, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm wondering, should I send it to my insurance guy? Seem like he got it easier last.
[AGENT][NEUTRAL] Now he can print it directly from the internet. I remember talking to you, Ms. [PII] before, and I know that I had spoken with him also.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To where he could just print it since there had been an issue with the faxing, but I'll be happy to go ahead and just um fax it to you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then if necessary, he can just print it.
[CUSTOMER][NEUTRAL] OK, yeah, you can send it here to the facility.
[AGENT][NEUTRAL] OK, so what is that fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the fax number where I can get it is [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII], OK. [PII].
[AGENT][NEUTRAL] OK, so that is, I'm just gonna repeat it back, [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, now, do I need to include anything else other than your name?
[CUSTOMER][NEUTRAL] You can put room number [PII].
[AGENT][NEUTRAL] So that they will get it to you once it's received.
[CUSTOMER][NEUTRAL] Right, right. Hopefully, that's why we had a big problem. Yes.
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] I remember that and I remem yeah, again, I do remember speaking to you. Um, so,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we had tried that a couple of times. So I have just
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I have just faxed that to that number and I did put your room number on there, um, but you may want to reach out to him and again, he can print it directly from our main website.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] From the APO website, it's just the disability claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And again, it's just your section that needs to be completed and signed.
[CUSTOMER][POSITIVE] OK. OK. So if I don't get it, I'll, I'll have him to try it. OK. OK. Thank you so much.
[AGENT][NEUTRAL] OK. All right. Well, well, you're welcome, Ms. [PII] and um is there anything else that I can help you with this morning?
[CUSTOMER][POSITIVE] That'll be all today. I appreciate it.
[AGENT][POSITIVE] OK. Well, you're certainly very welcome. I hope you do get it and I hope that you are continuing to, to make progress in your recovery.
[CUSTOMER][NEGATIVE] Yeah, I'm, I'm ready to get out of here. I'm just not quite walking like I, I thought I would be. That's the problem.
[AGENT][NEUTRAL] I know you are.
[AGENT][NEUTRAL] I've never
[AGENT][NEUTRAL] I've never spoken to anyone who was um anxious to stay in, in such a
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right. Mhm.
[AGENT][POSITIVE] You know, a hospital or rehabilitated, so I, I will keep you in my prayers that you get to come home very soon.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] Well, you're welcome, Ms. [PII], and again, if that is all. Oh, I hope you do too, and thank you for um calling APL. It was nice speaking with you again.
[CUSTOMER][POSITIVE] You have a great day.
[CUSTOMER][POSITIVE] Alright thank you mhm bye.
[AGENT][NEUTRAL] Yes, ma'am