AccountId: 011433970860
ContactId: 94579ec7-6980-4c2d-86e1-4a6fa1739bd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327809 ms
Total Talk Time (AGENT): 178878 ms
Total Talk Time (CUSTOMER): 139138 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/94579ec7-6980-4c2d-86e1-4a6fa1739bd9_20250127T16:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, and I, I need to uh uh get a thing going with a short-term disability where I had surgery on the [PII].
[AGENT][NEUTRAL] OK, you're needing to file a claim for disability?
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] OK, yeah, I can help you with that. Uh, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] So I'm getting hold of [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] All right, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] I can't remember. Let's see. I'm right here. I ain't got my full rides on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] It has 0 essays.
[CUSTOMER][NEUTRAL] I don't have many 2s it is. 022222 it's 42s or 52s. 388.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that was 0 and then.
[CUSTOMER][NEUTRAL] 388.
[AGENT][NEUTRAL] 4 or 5 consecutive 2s and 388, correct? OK. Just a moment. I think it's 4. Yes, all right.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Alright, and, uh, just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] All right. Thank you for verifying that. OK, so the policy number you gave me was actually your medical. Let me get your disability policy pulled up here.
[CUSTOMER][NEUTRAL] OK, that's the one I had, sorry.
[AGENT][NEUTRAL] Oh no, that's fine. I think that's the only one that we give cards for besides dental, um, OK.
[AGENT][NEUTRAL] just a moment, so the policy number is actually the same. Your disability is just 89 instead of 88.
[AGENT][NEUTRAL] OK, so to file a claim for disability, Ms. [PII], um, we will need a completed claim form filled out. You've got a couple of different options, um, do you have access to a desktop or a laptop computer?
[CUSTOMER][NEUTRAL] No, ho, I don't.
[AGENT][NEUTRAL] No, OK, that's perfectly fine. That's just, you know, if you wanted to use our online portal to do that. So what I can do is I can email you um a copy of our the claim form that you need to fill out. Did you want me to do that for you?
[CUSTOMER][NEUTRAL] Uh, can you mail it to me? I don't have an email.
[AGENT][NEUTRAL] Sure. Sure. Give me just a moment.
[AGENT][NEUTRAL] I can get that claim form mailed to you and just so that I know we just verified but I'm still going to read it back for good measure um that was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK alrighty I will have that sent to you um if you have any questions when you receive it definitely give us a call back we can kinda walk you through it um essentially there's going to be areas for you to fill out and then there's areas for your physician to fill out and then um once we have all of that completed information just send that right back to us um that our mailing information will be on the claim form.
[CUSTOMER][NEUTRAL] OK. OK. OK.
[AGENT][NEUTRAL] Um, and then typically once it's received it can take about 7 to 10 business days for claim information to process and that's once it's been received, um, but again if you wanted to call and check on it, definitely feel free, um, and we'll give you updates as we can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Alright, did you have any other questions for me?
[CUSTOMER][NEUTRAL] All righty then. I
[CUSTOMER][NEUTRAL] Well, if you went, uh, well, I don't know where you're from, but if you went uh having to be in [PII], when a lot of, uh, remember me.
[AGENT][NEUTRAL] Say it again, I'm sorry.
[CUSTOMER][NEUTRAL] I said, I don't know if you're from [PII], but where are you from, from, but if you play a lot of [PII], uh, uh, remind, uh remember me, I'll, I'll take some money.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Girl, I live in [PII].
[CUSTOMER][NEUTRAL] I tease everybody about that.
[AGENT][NEGATIVE] I live in [PII], but you believe me, if I had that much money, I wouldn't know what to do with it, so you better believe I'm giving that away.
[CUSTOMER][NEUTRAL] I think everybody
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Well, I know, uh, uh, one time I went up, uh, put our Sonic up here in Scofield and I just, I like, I'm a cut up person. And uh I went to, uh, I got my order and everything and they come out there to get my money and I said, I act like I, I lost something, and they can, can I help you, ma'am? I said, man, I forgot. I don't know what my food stamps are. And I said, huh? I said, you take food stamps? They said, no, honey, we don't. That's why I don't have food stamps either.
[AGENT][NEUTRAL] Oh man.
[CUSTOMER][MIXED] They, they, they all, they all know it cause I'm a big old cut up and but I'll tell you what, I tell you what, I like to have fun, but anyway, life is too short and.
[AGENT][POSITIVE] That's important. That's the best thing, yes ma'am, you are absolutely right.
[CUSTOMER][POSITIVE] All right, sweetheart, you have a good day, honey.
[AGENT][POSITIVE] All right. You too. Thank you. It was a pleasure talking to you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] You honey bye bye.