AccountId: 011433970860
ContactId: 922067bd-9c8c-4979-b7c0-b478e2fa019c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393320 ms
Total Talk Time (AGENT): 123553 ms
Total Talk Time (CUSTOMER): 115731 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/922067bd-9c8c-4979-b7c0-b478e2fa019c_20250115T14:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was calling because I received a text message saying that they received some of my additional information and I just wanted to see what all they received because yesterday they only had my trucker statement.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Just hand it up.
[CUSTOMER][NEUTRAL] 2150345
[AGENT][NEUTRAL] OK, and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] And verify your date of birth, mailing address and email for me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][POSITIVE] Oh, I'm sorry, [PII].
[AGENT][POSITIVE] OK, no worries. Thank you for that.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Alright, so I do show a document received the [PII] and the [PII], and let's see what that those documents are.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're just wanting to know what, what, what documents were received?
[CUSTOMER][NEUTRAL] Yes, because the only thing they received yesterday was the trucker's statement and my doctor sent in his part and the employer, I sent an employer part, my employee statement. I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I just wanted to say that.
[AGENT][NEUTRAL] And then I see.
[AGENT][NEUTRAL] A note looks like from your doctor.
[AGENT][NEUTRAL] Did they release you to are they releasing you to return to work in February?
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[AGENT][NEUTRAL] OK, so that's uh
[AGENT][NEUTRAL] So that's a return to work notice.
[AGENT][NEUTRAL] And then.
[AGENT][NEUTRAL] The statement of insured. I did receive the um status of trucker statement.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Looks like I received that twice.
[AGENT][NEUTRAL] Then the return to work slip from [PII], the statement of insured.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] That's on the 2nd page.
[AGENT][NEUTRAL] Uh, the UT TBA disability claim form.
[CUSTOMER][NEUTRAL] Is that from the doctor?
[AGENT][NEUTRAL] Looks like you.
[AGENT][NEUTRAL] Signatures on this one.
[AGENT][NEUTRAL] Section G, so this is a part of your, of your claim form, the insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Statement of tracker status.
[AGENT][NEUTRAL] This comes, this must be from your employer.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Yes, OK, so I do have that one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But did you say we should have the physicians as well?
[CUSTOMER][NEUTRAL] Yes, ma'am. They, um, I got an email from them saying that they faxed it over Monday after my appointment.
[AGENT][NEUTRAL] Monday Tuesday I would allow some time for that if they faxed it Monday, yeah, just to see that in your file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, State of insured.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] I may have to get them to refax it because I don't know if I gave them the right fax number to fax it over.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] What what fax number do you have for us?
[CUSTOMER][NEUTRAL] Because it, it looks like.
[CUSTOMER][NEUTRAL] Um, the fax number I gave them, I wrote it down on a piece of paper, um.
[CUSTOMER][NEUTRAL] I don't, could you give me the fax number, please?
[AGENT][NEUTRAL] Uh-huh, it's 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 949423 attention claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's the only thing that's missing is the statement from my doctor.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I'll give them a call and um.
[CUSTOMER][NEUTRAL] Hopefully they send it over tomorrow or today.
[CUSTOMER][NEUTRAL] They probably accidentally I probably wrote the web CPA information now.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So yeah, call them back and give them that fax number and then if they've sent it before, that's fine if we get it twice.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Alrighty, any other questions I can assist with today, [PII]?
[CUSTOMER][POSITIVE] No, ma'am. Thank you. Have a good day. Bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You too, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye