AccountId: 011433970860
ContactId: 8a2ba13d-aa24-450d-bed2-b04ff0f02c29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262480 ms
Total Talk Time (AGENT): 73247 ms
Total Talk Time (CUSTOMER): 132924 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/8a2ba13d-aa24-450d-bed2-b04ff0f02c29_20250506T21:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I was just someone else just called me when my time came up in the queue and then the phone, the call got disconnected so I'm not sure what happened.
[CUSTOMER][NEUTRAL] But anyway,
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] My name is [PII], and I am trying to get set up a claim for short-term disability for when I am going to be off work due to cancer surgery I'm going to have. And this is the number I was given to call to get that set up. Can you help me with that?
[AGENT][NEUTRAL] Um, yes. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, well, no, ma'am, I don't, um, I have my social security number, my name, and my employer. Will any of that help you?
[AGENT][NEUTRAL] Absolutely. What's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I found your policy. Let me get that pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify your date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[AGENT][NEUTRAL] And do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then Mr. [PII], what is your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, for sure, short term disability, there are 3 different forms that will need to be completed. There's one that your job will need to complete, one your doctor will complete, who can say how long you need to be off work, and then one that you need to complete. Um, so do you want me to email you those forms or would you like me to mail them?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Email is fine. I have a printer here at my house. I can print those right on.
[AGENT][NEUTRAL] OK, and can you confirm that email?
[CUSTOMER][POSITIVE] Yes ma'am, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The number 2.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, I'm gonna get those sent your way. It just takes, it'll just take me about 5 minutes. So, um, like I said, you'll have 33 different forms to complete. Um, once you get all those completed, send those in to us and then we can start reviewing for consideration of the claims.
[CUSTOMER][NEUTRAL] OK, because it all this is kind of hit me just right out of the.
[CUSTOMER][POSITIVE] Clear blue sky, you might say with having cancer on my kidney, they're gonna have to take out. So I'm just trying to get a step ahead of everything that way when I do hit my last day of work before my surgery, I, I wanna try to have all my ducks in a row, and that, I hope that makes perfectly good sense.
[AGENT][POSITIVE] Oh my gosh, yes, it does. Totally makes sense. I totally understand. So yes, I'll send those your way, Mr. [PII], and then is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am. I will get those printed off and get them to all the people that need to fill them out so I can get them back to you just as quick as possible.
[AGENT][POSITIVE] OK, perfect. Look out for those, like I said, just give me about 5 minutes.
[CUSTOMER][POSITIVE] OK, that'll work. I do appreciate your help and uh the address will be on those forms where I need to send them back to.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, thank you very much and you have yourself a good evening, ma'am.
[AGENT][POSITIVE] Thank you for calling APL. You have a great evening too.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.