AccountId: 011433970860
ContactId: 98701cb5-871c-4b5d-941b-d3a551d02a3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 967140 ms
Total Talk Time (AGENT): 210200 ms
Total Talk Time (CUSTOMER): 562364 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/98701cb5-871c-4b5d-941b-d3a551d02a3e_20250203T17:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey ma'am, how are we doing today?
[AGENT][POSITIVE] I'm doing good how are you doing, sir?
[CUSTOMER][NEUTRAL] Doing, doing good, I'm doing good. This is [PII]. I need to get you guys to email me that 8 pages that I need for the doctor's office to fill out. They sent it to me and I can't get it to forward over to the lady at the doctor's office, so she gave me her email this morning.
[CUSTOMER][NEGATIVE] And they asked me just to have you all send it to her because when I forward it to her she said that that it comes up file cannot transfer.
[AGENT][NEUTRAL] OK, Mr. [PII], um, can I get your call back number sir just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and are you trying to file a claim and you need the claim?
[AGENT][NEUTRAL] Form sent over by email?
[CUSTOMER][NEUTRAL] Yeah, I need all the stuff. I need, yeah, I need all the stuff that I need to fill out and the doctor's office needs to fill out on this refile and for my short term disability for the second injury I've had.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sir. And what is your policy number?
[CUSTOMER][NEUTRAL] I couldn't tell you. I don't have a clue what it is.
[AGENT][NEUTRAL] Alright, Mr. [PII], what is your social security number and I could pull in your policy that way.
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull up your policy, sir.
[CUSTOMER][NEUTRAL] Yeah, some of the other ladies have tried to help me, Ms. [PII] tried to help me last week, but I couldn't get this to transfer over to the doctor's office when I sent it over to them, so.
[CUSTOMER][NEUTRAL] I just found out this morning here that they couldn't get it opened up when I called them to see if they got their part of the paperwork done.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. I understand. OK, Mr. [PII]. I am going to need you for security reasons to verify your date of birth for me, sir.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And then also I'll need your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, the, uh, [PII] apartment I drop on [PII].
[CUSTOMER][NEUTRAL] And what else you need?
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Your email address please?
[CUSTOMER][NEUTRAL] I don't know which one you got on there. I think it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that's correct, sir. And then.
[CUSTOMER][NEUTRAL] It's either that or it's either that or it's your mom. I'm not sure what it is.
[AGENT][NEUTRAL] OK, thank you for verifying that information for me Mr. [PII] and then I do see that the, the phone number that you gave me to call you if we get disconnected, that's your cell phone number, is that correct?
[CUSTOMER][NEUTRAL] Yeah, yes, ma'am.
[AGENT][NEUTRAL] OK. Thank you, Mr. [PII]. And you just need us to send the short term disability claim form to an email address for you?
[CUSTOMER][NEUTRAL] Yeah, over to the lady at the doctor's office.
[CUSTOMER][POSITIVE] Thank you. That was good.
[AGENT][NEUTRAL] OK, and what is the email address, sir?
[CUSTOMER][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] It's uh MR.
[CUSTOMER][NEUTRAL] Let's see here. Let me get this pulled up. I didn't have it where I could read all of it. Uh, she told me just to have y'all put a note on there for [PII].
[CUSTOMER][NEUTRAL] And uh her email address, her email address is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], I'm gonna put you on a brief hold while I get that together while we're on the phone, OK? I'll be right back.
[CUSTOMER][NEUTRAL] OK, OK, I appreciate, yeah, just put a note with that for her that it's from APL for [PII] short term disability please.
[AGENT][POSITIVE] OK, I sure will. I will. But I'm gonna put you on a hold so I can, uh, it's no problem. It's gonna be a brief hold and I'll get it taken care of for you.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate your help.
[CUSTOMER][NEGATIVE] Oh, you're fine, yeah. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Alright Mr. [PII], I have that email out and they should be getting it any second.
[CUSTOMER][POSITIVE] All righty, thank you. I appreciate that very much.
[AGENT][POSITIVE] It's no problem at all sir. I hope you get to feeling better we hope, we thank you for calling APL and I'm glad I was able to help you.
[CUSTOMER][NEUTRAL] Oh, I'll tell you what.
[CUSTOMER][NEUTRAL] Yeah, where are you at? You down in [PII], or you one of the [PII] girls?
[AGENT][NEUTRAL] I'm one of the Mississippi girls.
[CUSTOMER][NEUTRAL] Oh yeah. You know, uh, you know, you know West Bay down there?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] I do.
[CUSTOMER][POSITIVE] Yeah, she's a nice lady. I dealt with her for 6 months on that first claim I had before I had all these injuries and stuff. I talked to [PII] the other day twice. everybody down there is so nice. I really enjoy, I really enjoy dealing with y'all. Everybody's, everybody's on the same page as me. They're always nice.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh, that's so sweet. Thank you very much for the compliment. We try our best, that's for sure.
[CUSTOMER][NEUTRAL] Where you been?
[CUSTOMER][NEGATIVE] You betcha, you betcha. Yeah, I uh, I need to stop down there and say hi to y'all sometime. I get back to work. I, I usually go down to [PII], about once a month when I'm on normal. I just been off sick since June. I've had a terrible time since June. I thought I was almost healed up and ready to go back to work, and here I am back in the hospital again now. I'm sitting in the hospital here drop on right now.
[AGENT][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Well, I am so sorry to hear that you've gotten sick again. Um, maybe, maybe you're,
[CUSTOMER][POSITIVE] It's really well.
[CUSTOMER][POSITIVE] Oh, me too. I appreciate, I appreciate your thoughts.
[AGENT][POSITIVE] Yes, maybe you're at a place now where they can get you all healed up and you can get back on the road again.
[CUSTOMER][NEUTRAL] Yeah, I'm hoping so. I'll tell you what, I had to hire all my farming done this fall. I couldn't even get up on the combine or anything. I had to hire my combine and done and I haven't been in the truck since June. I about to go stir crazy. I've, I've farmed for 44 years and had my own semis for 40 years, and I'll tell you what, this first time in my life I was ever off work more than 3 days ever, you know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] It's, uh, it's got uh me driving me nuts. I'll tell you what, I, I tell, I had somebody asked me the other day at church a week ago, week ago yesterday, I was at church with grandkids and my lady friend and uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] This guy said he goes, how you deal with that being off work? He goes, I never noticed you in your whole life, and I've known the guy since I was probably 1617, 18 years old. He said, I never noticed you not to be working around the clock or out in the shop fixing a tractor or truck or combo or something. I said, I am absolutely about went totally crazy you're the last bit. I'll tell you what, I
[CUSTOMER][NEGATIVE] I just, I'm beside myself. It's, it's just not me at all. It's like sitting here. I came in the hospital Tuesday morning here and had to have another little surgery on this 1 ft that I've had all this trouble with. And, and, uh, I thought I was gonna get released today, and they come back in and said that they didn't like the, the, uh, blood work. They wanted to run some more IVs through me, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'll tell you what, I guess I'm gonna be stuck here another day. Yeah.
[AGENT][POSITIVE] Oh wow.
[AGENT][POSITIVE] Uh, well, hopefully, they'll let you out tomorrow. You'll, you'll be able to bust out of that joint.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I tell you what, I'm praying to God that I am. I'll tell you what, I, I about starved, I about starve to death when I'm in these places.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, the food isn't that good, is it?
[CUSTOMER][NEUTRAL] Oh yeah, I'm
[CUSTOMER][NEUTRAL] No, it's not. I'm a pretty big eater and uh.
[CUSTOMER][NEUTRAL] I, uh, I drink about 1 gallon of whole milk a day, and, uh, I eat about 1 pound of red meat every day and about a half pound of bacon every morning at breakfast. I'll tell you what, I'm giving me 3 strips of bacon, a little cup of yogurt, and some scrambled powdered eggs. I, I'm like right now, it's 10, it's 10, it's 10 to need. It's 10 don't need. I didn't get breakfast till [PII]. I'm used to eating breakfast at [PII].
[CUSTOMER][NEUTRAL] I'm just about to chew my fingernails off.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, you need to call your girlfriend and tell her to bring you some bucket of chicken or something.
[CUSTOMER][NEUTRAL] Well, she, she cheated, she cheated the other night. Her and I've been on this little deal the last couple of months of uh thin sliced rib eyes. We cook them in uh one stick of real butter and the no stick kill it for about 2 minutes, and then we pour the butter and uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And the thin sliced rib eye over some extra white egg noodles and have some spinach or green beans or a fresh salad to go with them. And it, it'll stay with you. Now, you, you eat that at 7 o'clock at night, you get up and my breakfast 6, 6:30 in the morning, you still feel good. Well,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Over here they're giving me just about 1/3 of what I need. So the other night, she made me a great, she made me a great big cuperware bowl of them little thin sliced rib eye cut up and some egg noodles and uh
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] The, uh, the nurse come in while I was eating about the last 2 spoonfuls. She goes, what is that smells so good. I just kind of smiled, and my lady friend, she, she grinned, and she goes, What is that? And so I tilted the ball over. She goes, oh, that's terrible. She goes, you shouldn't be that, you should have gave that to me.
[CUSTOMER][POSITIVE] We all, we, we all had a big laugh. I said, hell, I'm a grown boy. I said, I got, I gotta have my carbs and my protein, you know, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes. Yeah.
[CUSTOMER][NEGATIVE] Yeah, I'll, I'll be all right. I, I just have had a terrible time. I never in my life have been sick for about 3 days at a time, and I had this foot deal back in June, and this makes the 4th time they've operated on my foot. I just cannot get straightened up.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Well, we're gonna pray that this time is the time and it's not gonna happen again.
[CUSTOMER][NEGATIVE] Really frustrating.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] I sure hope you're right. Amen. Amen to that. I appreciate it.
[AGENT][NEUTRAL] This is the time.
[AGENT][POSITIVE] Yes, sir. You're welcome.
[CUSTOMER][NEUTRAL] Hey hey, is there still any good places to eat down there in the action where you at?
[CUSTOMER][NEUTRAL] Y'all still got any of them more mom and pop places down there like they used to have.
[AGENT][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] Yeah, they're still all over the place. Um, we haven't had, I mean, we haven't.
[CUSTOMER][NEUTRAL] Are they? I didn't know if they were not.
[AGENT][POSITIVE] Yes, sir. There's still mom and pop places everywhere and you know, [PII] has good food anyway. It's not the healthiest, but it's good.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][MIXED] Well, it's kinda like it is here in [PII]. It, it sure does taste good, but the blood pressure and diabetes doctor don't like it much.
[CUSTOMER][NEUTRAL] I used to, I, I used to eat over there at Meridian a lot. I used to come down there and load to [PII] and then go back up to the country to [PII] to go up in [PII] to deliver. I miss getting down there. Gosh, I haven't been down there for a year now, so.
[AGENT][NEUTRAL] That's true.
[CUSTOMER][NEUTRAL] But, well, hey y'all put.
[AGENT][NEUTRAL] Yeah, well, you need to come on through, get yourself better.
[CUSTOMER][POSITIVE] You bet you, ma'am, I appreciate your help. Thank you so much. I'll quit being a nuisance there.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Well, we appreciate you, Mr. [PII]. No, sir, you are perfectly fine. You too, sir. Bye-bye. Thanks for calling ATL.
[CUSTOMER][POSITIVE] Thank you and have a good day.
[CUSTOMER][POSITIVE] Thank you, bye-bye.