AccountId: 011433970860
ContactId: 8f8737dc-9998-4c48-aa9e-d2344f656f9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247199 ms
Total Talk Time (AGENT): 122546 ms
Total Talk Time (CUSTOMER): 120209 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/8f8737dc-9998-4c48-aa9e-d2344f656f9e_20250312T21:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling with a general question as, uh, [PII] had told me as far as, uh, do, do, is there a, I, I'm calling about my disability for one. Is there, is there an, an arrangement like every month? Do I gotta turn in something to keep receiving benefits? Just trying to, uh, continuance. I don't, I'm trying to get an understanding how it works. Hope that makes sense.
[AGENT][NEUTRAL] Uh, you may. Uh, what's your name and policy number, please?
[CUSTOMER][NEUTRAL] OK, my name is [PII], uh, policy number.
[CUSTOMER][NEUTRAL] Is, uh, one second here.
[CUSTOMER][NEUTRAL] 244456-6
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII] and this is the number on file.
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth, uh, mailing address and email address, sorry.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII]. Email address [PII].
[AGENT][POSITIVE] OK, thank you so much. Oh, you got a birthday Sunday.
[CUSTOMER][NEUTRAL] Yeah, it is
[AGENT][POSITIVE] Happy birthday.
[CUSTOMER][POSITIVE] Yeah, I appreciate you. Thank you.
[AGENT][NEUTRAL] Uh, let me see, because sometimes if it's a continuing disability claim when they, um, they would send out a form that you would need to fill out, fill out the continuing disability portion of the form and submit to us, but let me double check and see.
[CUSTOMER][NEUTRAL] Yeah, I didn't know. I'm trying to see how this, yeah, I'm trying to get ideas and I need to know the dates when, so I make sure I'm in when the date, you know what I'm saying? I'm not, yeah, this is new to me.
[AGENT][NEUTRAL] I understand, and usually if it's a continuing disability, um, it's best to submit it.
[AGENT][NEUTRAL] Before the [PII], so if it's a continuing disability, that's when she usually process those.
[CUSTOMER][POSITIVE] Got you, got you.
[AGENT][NEUTRAL] Um, let me see the last claim, what note she left.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] This is the first one, yeah. Her name is, yeah, you know [PII]?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes, I know Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEGATIVE] No point.
[AGENT][NEUTRAL] Yeah, you just need to fill out your portion of the claim form. Um, I think it's, I forgot which number it is, but this uh A through.
[AGENT][NEUTRAL] Either A through F, but I know on, did you receive a claim form?
[CUSTOMER][NEUTRAL] No, I haven't. No, I haven't. Uh, I think one's gonna come in the mail. I, I just was trying to get a general idea cause I think that's what she said something, she sent one in the mail or something, but yeah, I didn't, and she's, it, it, it seemed like a very simple process. It's just my part or something like that, she was saying like my information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] We will just need your portion. Uh, once you receive that claim form, it'll, uh, you'll see where it says for initial claim, um.
[AGENT][NEUTRAL] Disability claim and continuing. You just fill out the sections needed for continuing disability and submit that in to us before the [PII] of each month.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And that way, I will have the information. It won't have to be a delay in processing.
[CUSTOMER][NEUTRAL] Yeah, that, that's what I was thinking, well, cause I was like, well, it's already almost the [PII], you know what I'm saying? And, and I didn't know, yeah.
[CUSTOMER][NEUTRAL] Like in and it falls on a Saturday.
[AGENT][POSITIVE] Yes sir and you can upload it.
[AGENT][NEUTRAL] Yeah, so she, if it falls on like a weekend.
[CUSTOMER][NEUTRAL] It could be coming in the mail any day then, huh? It could be coming in a day to mail any day then, OK.
[AGENT][NEUTRAL] Yes, sir. And if you haven't received it by then, if you want to go ahead and submit it through the online service center, we do have claim forms on our website.
[CUSTOMER][NEUTRAL] Yeah, you do. That's what I was familiar with, with. I just want to make sure I was gonna get the right claim, the right form. Yeah.
[AGENT][POSITIVE] Yes, sir. Just that one is a short-term disability, but you're good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, and continue. Alright, I appreciate you. Thank you. Mhm.
[AGENT][NEUTRAL] Yes, sir. And is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That'd be it thanks so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.