AccountId: 011433970860
ContactId: 876158c5-3414-4f21-bea1-b99a96fb85a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 601960 ms
Total Talk Time (AGENT): 245378 ms
Total Talk Time (CUSTOMER): 302906 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/876158c5-3414-4f21-bea1-b99a96fb85a8_20250129T20:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII]. This is [PII]. How are you today, my dear?
[AGENT][POSITIVE] I'm I'm doing good, Ms. [PII]. How are you doing?
[CUSTOMER][POSITIVE] Oh, learning to get around on the scooter and it's, oh my God. That's make me crazy.
[CUSTOMER][NEUTRAL] Um, yeah, today.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Today is 3 weeks housebound, no weight bearing.
[CUSTOMER][NEUTRAL] On my right leg.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEGATIVE] Oh, no, that's horrible. Bless your heart. Yeah, that's not fun at all.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know it's all the things.
[CUSTOMER][POSITIVE] At first, the first week I was fairly good. The second week, I got depressed, but this week I'm thinking of every single thing that I could be doing.
[CUSTOMER][NEUTRAL] But can't
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes. And how many weeks do you have to be like that?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I hope and praying one more week of zero weight bearing.
[CUSTOMER][NEUTRAL] And then I think I'll get to move up to 25% for a month.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So yeah, anyway.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] So, yes.
[CUSTOMER][NEGATIVE] But I have had complications with the surgery. I've had complications with the surgery, and so I'm not healing the way I should. So tomorrow I find out, so today, uh, you know, tomorrow I'll find out if they can even take the stitches out.
[AGENT][NEGATIVE] Oh, poor thing.
[CUSTOMER][NEUTRAL] So today my goal is to find out if the US Postal Services has done me a justice and have y'all got my application for the um disability.
[AGENT][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] The, the short term disability from work.
[AGENT][NEUTRAL] OK, I can check for you, Ms. [PII]. um, can you please give me your callback number?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][POSITIVE] I got the policy number now yay.
[AGENT][NEUTRAL] Yes, can I get your call back first?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is the policy number, please?
[CUSTOMER][NEUTRAL] 1245023
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Phone number [PII]. Email [PII].
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. I appreciate you verifying your policy for me. So I do show that um on [PII], we got a claim form for disability and it's in progress.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Can you tell me if.
[CUSTOMER][MIXED] Everything was filled out correctly. I was very confused by the form.
[CUSTOMER][NEUTRAL] In the amount to be withheld effect.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I put 20% because I have no idea how much to put that in there.
[AGENT][NEUTRAL] Oh, I can.
[AGENT][NEUTRAL] OK, I actually cannot see the form myself, um, and it's in progress, so an examiner already has it, so it'll be 7 to 10 business days. If there's anything that is incorrect on the form, they will notify you by letter, let you know what what it needs, but you can also call us in 7 to 10 business days, give them a chance to process it.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][POSITIVE] And if there's anything wrong with it, you can call and we can give you that information over the phone too.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Ques uh comment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, there was a problem with the MRI, uh, the, the paperwork that I sent in with the MRI back in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] November and I got nothing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Like nothing and so I had called and they said there was a problem with it but I got no contact whatsoever from you guys and so um that's why my, I'm very concerned about the mail system.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, right. Yes, ma'am. OK. So what I'm
[CUSTOMER][NEGATIVE] And I don't have access to a fax machine because I can't leave my house.
[AGENT][NEUTRAL] OK, I understand. OK, Ms. [PII], um, you're in a in a special situation and what I'm going to do is I'm gonna go ahead and transfer you on over now to a claims examiner and let them look at it and see if there's anything else that they need, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I have an appoint the background of this because I have an appointment tomorrow with the, the surgeon, so hopefully if there's anything I need filled out, I can get it done tomorrow.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. OK, yes, I'll let them know.
[CUSTOMER][NEUTRAL] And then back out to you guys through mail.
[AGENT][POSITIVE] Yes ma'am, I'll let them know that you're welcome and I'll also let them know, uh huh.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Pretty much the only
[CUSTOMER][NEUTRAL] Pretty much the only outings I have is doctor's office.
[AGENT][NEUTRAL] Oh, that's.
[CUSTOMER][POSITIVE] And then my husband's workout, yeah, yeah, it's loads of fun and um.
[CUSTOMER][NEUTRAL] The doctor's office.
[CUSTOMER][NEUTRAL] You know they can fax or whatever which y'all what y'all need I guess but I can't from home and if I go in prepared.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] I can't, I can't drive.
[AGENT][NEUTRAL] Yes, ma'am. Oh, I understand.
[CUSTOMER][NEUTRAL] What they're talking about.
[CUSTOMER][NEUTRAL] Yeah, um, I had a, uh, my Achilles, uh, OK, my tongue just got totally tied. I had a spur removed. I had a spur removed and my Achilles tendon repaired on my right heel.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's why immobile.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][MIXED] Oh, that's horrible. Well, hopefully, after it's all said and done, you'll feel better too, though.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, you know,
[AGENT][NEUTRAL] I know it's hard right now, especially if you're a go-getter.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I had
[CUSTOMER][NEGATIVE] Well, this is 3 weeks that I haven't worked.
[CUSTOMER][NEUTRAL] And that is the longest.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] In
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] 17 years at this job.
[AGENT][NEUTRAL] Oh wow. Yeah, that's hard. That's hard to do. Yes, ma'am.
[CUSTOMER][NEUTRAL] So yeah.
[CUSTOMER][NEUTRAL] But um
[CUSTOMER][NEUTRAL] I was to the point to where um.
[CUSTOMER][NEGATIVE] I, I, I just couldn't handle it anymore. I had tried everything else that the doc the doctor tried to do non, you know.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] We tried.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But, but this is gonna hopefully be the, the cure. But in the meantime, I've got a
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yeah, and so I appreciate your help on this. I'm so sorry.
[AGENT][POSITIVE] No, it's OK and I'll be praying for you.
[CUSTOMER][NEUTRAL] I said just trying to get ahead of everything on my end.
[AGENT][POSITIVE] I'll be praying that your, your, your um heel heals up really well and you don't have to do this again.
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][POSITIVE] Oh thank you because this is I'm telling you this is gonna be a one time.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Appreciate you, dear.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] No problem at all. OK, I'm gonna go ahead and transfer you over so you can get some help, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a blessed rest of your night. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII]. I've got Miss [PII] on the phone. Her policy number is 1245023.
[AGENT][NEUTRAL] She is calling because she just sent in some claims paperwork.
[AGENT][NEUTRAL] I wasn't gonna transfer her but then she told me that she has to go to the doctor tomorrow. So if there's anything missing on her claim, she'd like to be able to get it tomorrow because she's homebound with no weight on her leg and she can't drive or anything. So like this is her one shot to be able to
[AGENT][NEUTRAL] Get anything that she may need if not everything was sent in for her claim that she sent in on the [PII].
[AGENT][NEUTRAL] It looks like it's in progress.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, give me one moment to get that pulled up.
[AGENT][POSITIVE] Yes, and the number she's calling from is a good callback number if we get dropped.
[CUSTOMER][NEUTRAL] OK, and this is for the claim received on the [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Alright, OK, you can send her over.
[AGENT][POSITIVE] OK, she's super sweet. You're gonna like her. Bye-bye.
[CUSTOMER][POSITIVE] OK. Thanks. Bye.