AccountId: 011433970860
ContactId: 91d32e07-0678-4652-bb74-9d6b92fe6ce0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267489 ms
Total Talk Time (AGENT): 88436 ms
Total Talk Time (CUSTOMER): 149483 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/91d32e07-0678-4652-bb74-9d6b92fe6ce0_20250124T19:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling Eco's [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I'm trying to kinda ask some questions about the claim when I had uh got started it, and I'm just trying to refresh my memory on what they had told me what I, what to be as one in the process if I decide I want to file a claim, and I'm just trying to find out what do all I have to do and what I have to do the process.
[AGENT][POSITIVE] OK, I can help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEGATIVE] I don't have it. I mean, I don't even know the policy number. They ain't never give me no policy number. I've seen on my check stub and I ain't even got that with me.
[AGENT][NEUTRAL] OK. What's your last name?
[CUSTOMER][NEUTRAL] I didn't know I have to [PII], I ain't even know I have to have that. I need to write that down.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 3
[AGENT][NEUTRAL] I'm here. Hold on.
[CUSTOMER][NEUTRAL] Well you going to so you can ride, OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yeah thank you.
[CUSTOMER][NEUTRAL] I'm like I was going to the Dollar Tree.
[AGENT][NEUTRAL] Can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, let me see. Can you verify your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And lastly your email address.
[CUSTOMER][NEUTRAL] I don't even know which email I put on there.
[AGENT][NEUTRAL] Uh, it's a [PII].
[CUSTOMER][NEUTRAL] I got
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] It's a Gmail um email address.
[CUSTOMER][NEUTRAL] Oh, I got two of them. I got one of them is uh [PII]. Then I got another one it's [PII].
[CUSTOMER][NEUTRAL] Wait a minute, is [PII].
[AGENT][NEUTRAL] OK, that's the one that we have.
[CUSTOMER][NEUTRAL] Yeah, I got 2.
[AGENT][NEUTRAL] OK, Mr. Thank you for that. You said you wanted to see what you need to do to um submit a claim for disability?
[CUSTOMER][NEUTRAL] Uh, if I just had to.
[CUSTOMER][NEUTRAL] Uh-huh, for the short term disability, how long you have to be off work and what the process.
[AGENT][NEUTRAL] Well, I mean, the way it goes is that um if your doctor's gonna be taking you off work, then you would send in um
[AGENT][NEUTRAL] A claim form with all the information.
[AGENT][NEUTRAL] And
[CUSTOMER][NEGATIVE] How, I just wanna say, how long you have to be off for you, when you do that, how many days, cause I was off work for like a week last week and I've been off again. Well, they took me off, I just been off because I hurt myself. So I was trying to find out when I got to go back to the doctor again so I could know from there what, you know, I to go about telling them or what.
[CUSTOMER][NEUTRAL] Just, you know, just what I need to uh know about the procedure of it.
[CUSTOMER][NEUTRAL] If they decide to take me off again another 1 week or 2 weeks, so I'm just trying to find out how many days it has to be before I buy.
[AGENT][NEUTRAL] So if your doctor only had you out for a week, then I mean.
[AGENT][NEUTRAL] It wouldn't be, I mean, you shouldn't have to cause, cause when you submit a claim for disability, there's, there's a waiting period of 7 days. So for those 1st 7 days, you won't get any payment. Um, so if you, if he's only keeping you out for a week, then
[AGENT][NEGATIVE] You wouldn't even get paid for that time frame. So, so if you.
[CUSTOMER][NEUTRAL] That I'm saying it be more, more than a week, that's what I'm saying.
[AGENT][NEUTRAL] Yes, so if it's more, yeah, so if it's more, then you would send in a claim form to file for the disability and that's where it's gonna ask you information about your employer and then also there's a portion for the physician to fill out.
[CUSTOMER][NEUTRAL] Oh, OK, OK, that's what I was trying to find out so I can know in case they do cause I got to go back to the specialist on Monday.
[CUSTOMER][NEUTRAL] OK, that what I was trying to find out.
[AGENT][POSITIVE] All right, no problem, Mrs. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right, thanks for calling April. You have a wonderful day.
[CUSTOMER][POSITIVE] OK you too bye.
[AGENT][NEUTRAL] Bye.