AccountId: 011433970860
ContactId: 8dc547aa-6435-46ed-ab7d-4ca3e2e59ff3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 353440 ms
Total Talk Time (AGENT): 96390 ms
Total Talk Time (CUSTOMER): 95201 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/8dc547aa-6435-46ed-ab7d-4ca3e2e59ff3_20250429T19:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, how are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] OK, I'm not sure if I hit the right number or not, but I was checking to make sure that you got.
[CUSTOMER][NEUTRAL] The paperwork for um disability for me for my job.
[AGENT][NEUTRAL] OK, I can help you look at that claim status for disability. Do you have a good policy number?
[CUSTOMER][POSITIVE] A good what?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have your policy certificate number for the plan?
[CUSTOMER][NEUTRAL] No, ma'am. The job faxed it to you, uh, I think the day of the surgery, which was [PII].
[AGENT][NEUTRAL] OK. What, what's your last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] And the company was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, give me just a moment pulling it up. What was your first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That [PII]?
[CUSTOMER][NEUTRAL] [PII] Mhm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. And what is your date of birth, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, just need two other pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, let me see what we've received.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, it looks like we've currently got a few things in processing. Um, let me see what we've got. Make sure we have everything.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, looks like we got the
[AGENT][NEUTRAL] Statement from
[AGENT][NEUTRAL] Yourself, uh, let me make sure what else.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Got your employer's statement and then let me make sure we've got your doctor's statement.
[AGENT][NEUTRAL] OK. I'm not seeing your doctor's statement. Do you know when that was submitted?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, she faxed it to um [PII] so they probably sent it.
[CUSTOMER][NEUTRAL] Right then because she told me, [PII] said she sent it right in.
[CUSTOMER][NEUTRAL] Cause I asked them to send it from the doctor's office to the agency.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm seeing your statement and I see your employer's statement.
[AGENT][NEUTRAL] I'm not seeing the
[CUSTOMER][NEUTRAL] If you don't see the doctors?
[AGENT][NEUTRAL] Don't see the physicians.
[CUSTOMER][NEUTRAL] What's your fax number there?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Because
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEGATIVE] OK, I'm gonna call the agency again because they sent it to her and if she maybe something went wrong it didn't go through, you don't see it on anything, nothing added to it because she didn't send both on the same time.
[AGENT][NEUTRAL] Yeah, I see, I see where we've gotten two separate entries, but they're both just the your statement and the employer statement, so we're looking for that attending physician statement.
[CUSTOMER][NEUTRAL] OK, let me see if I can get her. This is this the number I can call right back on?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yeah, but if she faxes it, it's gonna take about 2 days to get into our system for us to verify it.
[AGENT][NEUTRAL] Um, because we can't see it immediately when it's faxed.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Let me see, because if it takes 2 days, and if she didn't, let's see, that was Thursday though, you should have gotten it by now.
[AGENT][NEUTRAL] Right, yeah, she.
[CUSTOMER][NEUTRAL] OK, let me check with her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me check with her and I'm I'm gonna call back on this number.
[AGENT][NEUTRAL] OK, thank you for calling APL.
[CUSTOMER][NEUTRAL] OK, but
[CUSTOMER][NEUTRAL] Mhm bye bye.