AccountId: 011433970860
ContactId: 8c8cfb9d-93e0-4561-bbef-c7b88fe3f230
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387239 ms
Total Talk Time (AGENT): 132551 ms
Total Talk Time (CUSTOMER): 127256 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/8c8cfb9d-93e0-4561-bbef-c7b88fe3f230_20250403T21:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII], and I have a claim filed with you guys. I spoke with a lady the other day. And um it was some paperwork that was needed. And I just want to see if my employer followed up on that paperwork so I can start getting my uh checks.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well, I can definitely check and see if the employer um portion has been received. And um may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] I don't know my policy number. I gave her my social security number.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK, um, the contact number is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your social whenever you're ready.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And I'm just waiting for the policies to come up here.
[AGENT][NEUTRAL] And this is for the short-term disability policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, here we go, just found it it's coming up now hold on one moment.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My email address is [PII]. And my address is going to be, I don't know if I changed it or not, but it's going to be [PII].
[AGENT][NEUTRAL] OK, so this one is still showing [PII]. You want me to update this address for you?
[CUSTOMER][NEUTRAL] No, no, no, no, no, no, no, no. [PII] is the new address. Yes, [PII] is, it's gonna be [PII].
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you and thank you so much for verifying and all the information provided is a verification of benefits, not a guarantee of payment, um.
[AGENT][NEUTRAL] I'm not sure either has been received yet. Have you sent in your employee portion?
[CUSTOMER][NEUTRAL] Yes, they sent it all in.
[AGENT][NEGATIVE] Oh, it was all sent together. We haven't received anything, but it was all sent together.
[CUSTOMER][NEUTRAL] The important
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, um, I'm just making sure because I see it was asking for the employer and employee, but if it was all sent together, then that makes sense, but we haven't received anything yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, send me a link to start up a portal because I screenshotted everything and um.
[CUSTOMER][NEUTRAL] She told me that, uh, and I accidentally deleted the email to do the portal because she told me that I could send the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The screenshots of the paperwork through the through the portal from I sent everything in.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you want me to send it to you in an email, just like the link to the online service center? OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am, so I can send a copy of those screenshots because I have to pay, as of right now, my rent is gonna be late.
[CUSTOMER][NEUTRAL] Because this is something that should have been done 2 weeks ago.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you want me to send it to the [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Hold on one moment.
[AGENT][NEUTRAL] So I'm going to just send you like a generic email and the um the last line, it says um visit and then it has a link there to get started to sign on to your, to sign up for the online service center.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll just click that link there and it'll take you straight to it. Um, hold on one moment, I'm sending it to you now.
[AGENT][NEUTRAL] OK, so I just sent it to you. Um, you may have to check your spam as well, but it's coming from the care team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, um, you got it? OK. And then you see where it's that the last part there um where it says select sign up.
[CUSTOMER][NEUTRAL] I got it.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh-huh they said please I mean visits.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Secure.a in public.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, that's the link to the online service center.
[CUSTOMER][NEUTRAL] And just
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No ma'am, so and you said it's just the employer verification and employee verification, correct?
[AGENT][NEUTRAL] Yes, ma'am. That's the only thing that's missing for the um claim.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII], and I hope you have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] No