AccountId: 011433970860
ContactId: a3d852a6-e7f2-497a-9aa7-49305e997d70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 397519 ms
Total Talk Time (AGENT): 113891 ms
Total Talk Time (CUSTOMER): 222621 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/a3d852a6-e7f2-497a-9aa7-49305e997d70_20250318T20:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you today?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][NEUTRAL] I'm just fine. [PII], I just sent you all a fax, um, it's for a disability claim. I'm actually it's the second time I'm sending it and I was just checking to make sure you got it.
[AGENT][NEUTRAL] When did you send it?
[CUSTOMER][NEUTRAL] My name is
[CUSTOMER][NEUTRAL] I'll look at the time on the thing right.
[AGENT][NEUTRAL] Just now?
[AGENT][NEUTRAL] You sent it just now?
[CUSTOMER][NEUTRAL] No, he was probably
[CUSTOMER][NEUTRAL] I'm, I'm looking at the time on the um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 353.
[AGENT][NEUTRAL] OK, and give me your name and policy number please.
[CUSTOMER][NEUTRAL] Just right before 4.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]? OK. What's your policy number, [PII]?
[CUSTOMER][NEUTRAL] Don't make me tell a story, [PII], because I don't know. I can give you my social, um, I'm not good at finding stuff like that. I can give you my social and who I work for and my birthday.
[AGENT][NEUTRAL] Uh, I.
[AGENT][NEUTRAL] I can search it by your name spell your last name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, golfing, yes.
[AGENT][NEUTRAL] Oh, GOL.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] Got it. Let's see.
[CUSTOMER][NEUTRAL] I was just checking to see if I need anything else.
[AGENT][NEUTRAL] What did you fax over?
[AGENT][NEUTRAL] What documents?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I'll tell you right now, um, I'm looking, I'm looking at them now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said your first name is, how do you spell your name?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what policy did you submit the fax under?
[CUSTOMER][NEUTRAL] What do you mean what policy I submit the fax under?
[AGENT][NEUTRAL] Let's see. You have a disability? Is it a disability claim?
[CUSTOMER][NEUTRAL] I'm gonna to go out, yeah, short term disability.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm about to go, I'm about to go out. I sent the doctor's, the doctor's information that he filled out.
[AGENT][NEUTRAL] Are you still working?
[CUSTOMER][NEUTRAL] Um, my last day is Friday.
[AGENT][NEUTRAL] OK, so now the form cannot be completed until after you stop working. So is the signature date on the form prior, well it would be prior.
[AGENT][NEUTRAL] So it has to
[CUSTOMER][NEUTRAL] So I need to send this on my send this on my last day.
[AGENT][NEGATIVE] Yeah, after you stop working.
[CUSTOMER][NEUTRAL] After I stopped working, I say yes.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK, see, they didn't tell me they didn't tell me that earlier.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, sorry about that, yeah, because technically you're actively employed.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so my last day of work, OK, alright, I wanna make sure I'm sending you everything you need, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The first thing, the first thing here is the disability claim form instructions just about the direct deposit and who I pay.
[CUSTOMER][NEUTRAL] All right and uh.
[CUSTOMER][NEUTRAL] Other form, the employee initial disability claim form.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The employer initial claim form that's filled out by HR.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then the physician's initial disability claim form.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, that's all you need.
[AGENT][NEUTRAL] Those 3 documents.
[CUSTOMER][NEUTRAL] Yeah, it, it, well, I got a total of 4.
[CUSTOMER][POSITIVE] I got a total of 4.
[AGENT][NEUTRAL] One of them should be just something to read.
[CUSTOMER][NEUTRAL] But OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I said one of the documents should be just something for you to read.
[CUSTOMER][NEUTRAL] Yeah, I got, I got that. It gives me some instructions on it, but everything I called out to you is what you'll need for me to send my last day of work.
[AGENT][MIXED] That is correct, but you said that you received 4, so is the 4th page page number 1 with the instructions?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Might be, no, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got so much stuff around here it's crazy, uh.
[AGENT][NEUTRAL] I, I think there's a fraud, uh, document. It's just something for you to read, not fill out. That may be the 4th 1.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] One.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Well, as long as I know what to send you, so everything I called off is correct as long as I know what to send you, if I send you all of it got APL on it what I'll be sending you like I said, it's the it's the.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, the insured statement, the employer statement, and then the attending physician statement.
[CUSTOMER][NEUTRAL] And the attending physician statement. OK, my last day at work, I'll send this to you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Alright, OK, I, I'm gonna repeat myself because I'm crazy so I'll get out, so please excuse me employee initial disability claim form, the employer.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Initial claim form and the physician initial disability claim form.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, I'll send I'll send that to you Friday then.
[AGENT][POSITIVE] All [PII]. Any other questions, [PII], I can help out with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][POSITIVE] That'll be all, [PII]. I thank you ever so much. You, you, you were really helpful because they didn't tell me this earlier, but no, it, it wasn't you, it wasn't you, but OK then, thank you, [PII]. Alright, bye bye.
[AGENT][POSITIVE] OK, I apologize for that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, sir. You can say you got? You got mango.
[CUSTOMER][NEUTRAL] And I got this
[CUSTOMER][NEUTRAL] They look, you like mango? OK, yeah, that's right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] Get you back on.
[CUSTOMER][NEUTRAL] You gonna start the race again. Yeah. So look at me this time.
[AGENT][POSITIVE] [PII], I still have you on the phone. It's like you're having fun with that with one baby?
[CUSTOMER][NEUTRAL] Be careful.
[CUSTOMER][NEUTRAL] I'm sorry, I
[CUSTOMER][NEUTRAL] Yes, my, my first and only grandchild.
[AGENT][POSITIVE] That is so precious. That is precious.
[CUSTOMER][NEUTRAL] Yes, yes. OK, thank you. All right. All right, bye bye. All right. Can I say hey?
[AGENT][POSITIVE] All right. All right. Have a good day. Bye-bye.