AccountId: 011433970860
ContactId: 8ab52497-6698-4108-a7b8-86b2eb4f8bff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230020 ms
Total Talk Time (AGENT): 50510 ms
Total Talk Time (CUSTOMER): 120154 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/8ab52497-6698-4108-a7b8-86b2eb4f8bff_20250505T19:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I needed to.
[CUSTOMER][NEUTRAL] I needed to update APL um regarding a disability claim that I have right now.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, let me see if I can pull that up real quick.
[CUSTOMER][NEUTRAL] I do. It's 0241.
[CUSTOMER][NEUTRAL] 9152.
[AGENT][NEUTRAL] And can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] My name is [PII] and my date of birth is [PII].
[AGENT][NEUTRAL] OK, and could I get a good callback number, Mr. [PII], unless we get this in case we get disconnected?
[CUSTOMER][NEUTRAL] Thank you, because that just happened like 5 minutes ago. [PII].
[AGENT][POSITIVE] OK, thank you so much and then just need your address and your email address.
[CUSTOMER][NEUTRAL] Sure, my address is [PII].
[AGENT][NEUTRAL] And email?
[CUSTOMER][NEUTRAL] Email [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, and then how can I help you today?
[CUSTOMER][NEUTRAL] Um, about 2 weeks ago I received a notification from my doctor's office that they had, um, filled out the physician statement and sent it in.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] They sent me a copy of it. I didn't look at it.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Right away I looked at it last week and right away I noticed they sent you the wrong information.
[CUSTOMER][NEUTRAL] They sent you information for a claim I had 5 years ago.
[CUSTOMER][NEUTRAL] So, um, I went ahead and printed up another physician statement, uh, filled out as much as I could on my end so that they could clearly distinguish between the claim, what I'm off on disability right now for from the claim from 5 years ago. So I dropped that off at my doctor's office last Thursday. They should have it out to you, I would assume by the end of this week.
[AGENT][NEUTRAL] OK, um, let's see.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Well, it was this from a disability from [PII]?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, it doesn't look like we've received anything yet, but um,
[AGENT][NEUTRAL] You know, once we receive that, we'll be able to review it for consideration.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, just want to add add um.
[CUSTOMER][NEUTRAL] I don't know. I a note to my file. Maybe you can let your claims department know that I caught that error before anyone else did.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, and I, yeah, I already got the ball rolling on it.
[AGENT][NEUTRAL] OK, I can put a note in here that you've contacted your physician and we should be receiving a corrected claim form from them.
[CUSTOMER][POSITIVE] Perfect thank you I appreciate it.
[AGENT][NEUTRAL] Anything else I can help with?
[CUSTOMER][POSITIVE] No, not today. You've been very helpful.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you, bye bye.