AccountId: 011433970860
ContactId: 87556051-85b5-42ec-b661-8de7b76adab2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274029 ms
Total Talk Time (AGENT): 127296 ms
Total Talk Time (CUSTOMER): 127906 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/87556051-85b5-42ec-b661-8de7b76adab2_20250110T14:59_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] Hi, [PII]. My name is [PII]. Um, I finally got my, um, disability claim forms from my doctor and I need to submit them to you. How do I do that?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Well, there's several options, Miss [PII]. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] If not, I can look it up by your social that's not a problem.
[CUSTOMER][NEUTRAL] Yeah, let me give you my social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you, Ms. [PII]. This is for your disability.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And can you verify your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] It's [PII] and my address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, thank you, and what is your email and phone number if you don't mind, please?
[CUSTOMER][NEUTRAL] OK, my email is [PII] and my phone number is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Have you created an online account on our portal because you can actually upload those claim documents directly on your policy.
[CUSTOMER][NEUTRAL] OK. So I'm gonna, I'm gonna submit um the statement of insured dis disability claims that tenant physician statement and my direct deposit authorization, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, I'll go to that.
[AGENT][NEUTRAL] Would you, if, if you.
[CUSTOMER][NEUTRAL] Cause I got crazy.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] I said I got, I got paid for November, but no one told me I had to refile for December and the doctor's office sends these forms out to a third party company. Well someone dropped the ball. So the doctor filled them out for me. I'm like, you know, I'm back at work. I missed the whole month of December without a paycheck and
[CUSTOMER][NEGATIVE] I need my money.
[AGENT][NEUTRAL] Absolutely I know I've been there before too and it is tough when you're not getting that income.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But yeah, especially since I'm on my own.
[AGENT][NEUTRAL] Oh yeah, me too. I was too, and I tell you what, it is scary. um, but if you've got a minute and you're in front of your computer, I can help you create that account really quick, or if you want to do it later, either way.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I could do it. I'm gonna do it in a few minutes because I gotta wait for my computer to log up and then I gotta scan the documents then.
[AGENT][POSITIVE] Right, well, it's really easy to submit it online and you'll get a confirmation that it was uploaded successfully.
[CUSTOMER][POSITIVE] Perfect. Do I need a policy number when I, I submit it online?
[AGENT][NEUTRAL] And that, that puts it.
[AGENT][NEUTRAL] I can give you your policy number. Now, it's going to ask you which policy you want to submit that document on, but I can give it to you.
[CUSTOMER][NEUTRAL] OK, what, what is it?
[AGENT][NEUTRAL] It is 226.
[AGENT][NEUTRAL] 2608.
[CUSTOMER][NEUTRAL] OK, and I'm gonna submit short term disability, correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] All righty. Thank you so very much. And it's [PII]?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] It's secured. [PII] and you're just gonna go in as a new user. It's going to ask you a question you're gonna choose the first option that you are an individual with an APL policy.
[AGENT][NEUTRAL] And then you'll put in your information, your social, date of birth, and email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, so it's secured.
[AGENT][NEUTRAL] Right, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All righty. Thank you so much.
[AGENT][POSITIVE] Well, it has been such a pleasure to assist you. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Well, thank you, Ms. [PII], for calling APL. You have a wonderful day. Stay warm and have a happy weekend.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you Ms. [PII] bye bye.
[CUSTOMER][NEUTRAL] OK