AccountId: 011433970860
ContactId: 886d2484-057d-4b1c-8909-33cb84893317
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 706989 ms
Total Talk Time (AGENT): 215127 ms
Total Talk Time (CUSTOMER): 148656 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/886d2484-057d-4b1c-8909-33cb84893317_20250428T16:04_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, so how you doing? My name is [PII]. Uh, I'm calling in reference to a claim.
[CUSTOMER][NEUTRAL] And uh I, I was just talking to Miss [PII] I told I'm really not that great with these computers, but I was trying to see if I can open up a claim.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let's see what we can do. Um, do you have the policy number?
[CUSTOMER][NEUTRAL] No, it's true the town of [PII].
[CUSTOMER][NEUTRAL] I'm a police officer there.
[AGENT][NEUTRAL] OK. Um, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] OK. And let's see. Let me have um the spelling of your first name or last name or you can provide me the social, whichever is easier for you.
[CUSTOMER][NEUTRAL] Either way, uh, my social is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, Mr. [PII]. All right, here we go.
[AGENT][NEUTRAL] So you're trying to initiate a claim for your disability?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, I had to have survey.
[AGENT][NEUTRAL] OK. All right. And um you said that um
[AGENT][NEUTRAL] You cannot send it through the website, or can you?
[CUSTOMER][NEGATIVE] Uh, I'm really, I'm [PII] old. I'm really not good with computers. I could try to get somebody to help me, but I'm really not good at it.
[AGENT][NEUTRAL] OK, alright, so um we have uh several options on submitting claims, but over the phone we cannot because we need your signature, OK? Um, so basically what I can do is either send you the claim form to your email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can um print it out, fill it out, and then send it back to us, or I can send it to your mailing address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK, would
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I guess it's quicker if I do it by email, huh?
[AGENT][NEUTRAL] Yes, but you cannot submit the information by email. I can send you the form by email, but it cannot be submitted by email. OK? So the the instructions are gonna be on the form, OK? So let me go ahead and verify your information so I can send this email to you. So can I get your date of birth for security, your mailing address and email address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I live at [PII].
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] OK, what's the email address?
[CUSTOMER][NEUTRAL] It's gonna be [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, perfect. Thank you. OK, that is the one we have. So if you don't mind holding for me, I'll go ahead and send this email with the claim form to you right now, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. I'm gonna put you on a brief hold.
[CUSTOMER][NEUTRAL] OK. Oh my shoulder.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me and Mr. OK, I went ahead and send that email. You wanna check and see if you got it or you're gonna check later on.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm uh
[CUSTOMER][NEUTRAL] I'm on my email right now. I don't see it yet.
[AGENT][NEUTRAL] OK. OK, sure, yes, go ahead.
[CUSTOMER][NEUTRAL] Uh, I'll try it again. Let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now I see it uh.
[CUSTOMER][NEUTRAL] OK, let's see, it says APL customer care.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, I'm, I'm trying, ma'am. I'm really not great with computers. Let's see here.
[AGENT][POSITIVE] It's OK, it's OK. Take your time.
[CUSTOMER][NEUTRAL] What I have to do
[CUSTOMER][NEUTRAL] Says download one attached.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] Open that yeah you can open that link in the claim form that is attached. You can go ahead and click on it it should open.
[CUSTOMER][NEUTRAL] Plain for
[AGENT][NEUTRAL] You can download it or you can print it.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I'm trying to download it.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Did it open?
[CUSTOMER][NEUTRAL] OK, just one thing.
[AGENT][NEUTRAL] Um, it's
[CUSTOMER][NEUTRAL] It's just one page?
[AGENT][NEUTRAL] No, it's a total of 88 pages.
[CUSTOMER][NEUTRAL] Uh, I only see one page to see yeah.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Oh, now I see him. OK, let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I print them to get this out.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So when this thing prints these pages I need to fill them out and mail them to you.
[AGENT][NEUTRAL] Yeah, well, there is a part that is for you. The, the other part is for your employer and the other part is for your physician. But it does have the instructions on the first page that you're looking at. Um, it's gonna tell you exactly where to send it, like who to send it to and how to send it back.
[CUSTOMER][NEUTRAL] Uh, so I gotta bring this to my work into the doctor.
[AGENT][NEUTRAL] You can send it to them. I don't know if they can take it by email, but you can send it to them electronically or you can just take it to them, um, which probably you're not probab[PII] I know, you know, situation that you can, or, um, or if they need it like right away, um, they can always, um, probably call and get us to send it to them or if you can get a fax for them, and we can go ahead and send them directly to, to that fax number.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, uh, 00, goodness gracious, OK, uh, alright, I guess I'll try to fill this out and do what I gotta do. I think I should be able to start collecting after 5 days, right?
[AGENT][POSITIVE] Um, yeah, there's no timely filing limits, uh, so you can just go ahead and submit it whenever you have all the information. There's no rush. Um, as long as the, um, the date of service and the service was rendered during the time of the, um, policy was active there, you know, you can just submit the claim anytime, but yeah, just take your time. You don't have to rush.
[CUSTOMER][POSITIVE] All right I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, I guess I got, I'm trying to this out and see what I can do.
[AGENT][POSITIVE] Yeah. All right. Well, thank you for calling APL. If you have any other questions or concerns or any other help, just feel free to call us back, OK?
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][POSITIVE] You're welcome. No problem.
[CUSTOMER][NEUTRAL] Bye bye.