AccountId: 011433970860
ContactId: 8d6390cc-8c01-4a1f-8c7a-af09c92e92b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193279 ms
Total Talk Time (AGENT): 80209 ms
Total Talk Time (CUSTOMER): 70435 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/8d6390cc-8c01-4a1f-8c7a-af09c92e92b7_20250506T16:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you doing?
[AGENT][NEUTRAL] Doing well how are you?
[CUSTOMER][NEUTRAL] I'm alright. Uh, I was calling because, uh, uh, the lady, well, I, uh, I forgot her name but she told me to give you a call to, uh, well, I'm calling to see how I, uh, get this short term disability started. I had a hernia surgery yesterday so I'm gonna be out to probably the [PII].
[AGENT][NEUTRAL] I see, OK, yeah, so we just need um help getting started with that disability claim, is that right?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] Sure I can help you out with that. What was your name, please?
[CUSTOMER][NEUTRAL] Uh, first name [PII], last name [PII].
[AGENT][POSITIVE] Hey [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, she had emailed it to me. Hold on. Uh, thank you.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I think its policy.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Oh, OK, let me see.
[AGENT][NEUTRAL] I can also search using your social if that's easier.
[CUSTOMER][NEUTRAL] Uh, I think it's part it's a long number. Uh, you ready for it?
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] There we are, OK, thank you for verifying that. uh, just gonna verify some other information really quick, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, last thing I need is the email address we've got on file for you. uh, looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] Yes ma'am, uh, last name, first name [PII] [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying all of that, [PII]. Alright, so I will begin by telling you that this disability policy, its effective date is [PII], so it is currently not in effect just yet.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Yes sir, going forward though, we do have um on our website it's [PII] and that's where you can see all of the different claim forms and all of those forms have uh instructions as to what is needed and how to file them.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK then.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] Uh, that'll be it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.