AccountId: 011433970860
ContactId: a504f6c7-a53b-41a1-90c7-eb559840d6cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218440 ms
Total Talk Time (AGENT): 82291 ms
Total Talk Time (CUSTOMER): 125561 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/a504f6c7-a53b-41a1-90c7-eb559840d6cb_20250228T16:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Good morning. Yeah, my name is [PII]. I'm calling because I'm, uh, doing my paperwork for my 2nd round of payments.
[CUSTOMER][NEUTRAL] And I had just had a couple quick questions regarding the forms.
[AGENT][NEUTRAL] OK, uh, do you have your policy number?
[CUSTOMER][NEUTRAL] I sure do. It is 228-363-9.
[AGENT][NEUTRAL] OK, thank you. One moment. And a callback number in case the call drops?
[CUSTOMER][POSITIVE] Yeah, no worries.
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] OK. Let's see, and Mr. [PII], verify your date of birth, mailing address and sorry, email address for me.
[CUSTOMER][NEUTRAL] August
[CUSTOMER][NEUTRAL] August, no, no, no, no worries, no worries, August 25th, 1972.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] And my email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. And you said you're, oh, this is for your short-term disability?
[CUSTOMER][NEUTRAL] Yes, yeah, so they sent me a packet of forms to fill out and.
[CUSTOMER][NEGATIVE] You know it's a big packet and not all the forms need to get filled and last time I got held up because I didn't sign one spot and didn't know it and uh because all I got was just uh it just got denied. I'm like hey why did it get denied it didn't say so I had to call finally we figured it out. I was like, OK, I just literally didn't sign one line I'm like you gotta be kidding.
[CUSTOMER][NEUTRAL] Anyways, um.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Do I have to redo all over again the attending physician's form?
[AGENT][NEUTRAL] I don't believe so. Um, let me, let me.
[CUSTOMER][NEUTRAL] As well as the.
[CUSTOMER][NEUTRAL] OK, so I can just re up, I can just resubmit the original one with my updated stuff that I filled out.
[AGENT][NEUTRAL] I don't believe it's needed as far as the physician or employers, but let me double check. Give me one moment I look.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Not a problem, not a problem.
[AGENT][NEUTRAL] I don't want to give you the wrong info. Let's see.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, no, you just need to fill out your portion. Uh, we don't need a physician or employer's portion.
[CUSTOMER][NEUTRAL] How are things in [PII] these days?
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][POSITIVE] Excellent excellent.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Excellent that's what I thought. I just wanted to make darn sure, OK?
[AGENT][NEUTRAL] No, I understand. Yes, sir.
[CUSTOMER][NEGATIVE] And I wanna get hung up this time so.
[AGENT][NEUTRAL] Don't want to delay, I understand.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So how are things in [PII] these days? I used to run down to [PII] and Oak City years ago.
[AGENT][NEUTRAL] Well, I'm not in [PII]. Well, that's where, um,
[CUSTOMER][NEUTRAL] That's where you guys are out of, right?
[CUSTOMER][NEGATIVE] Oh, you're not oh I thought that's where you guys are all out of OK, sorry.
[AGENT][NEUTRAL] Some of us work remote, uh, but we have an office here in [PII], yes.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Oh, OK. Never made it that far. I almost took a load of Jackson once and then it fell apart, so I never did do that, but oh wow.
[AGENT][POSITIVE] Yeah, it's nice.
[CUSTOMER][NEUTRAL] I didn't realize you unless you guys work remote.
[AGENT][NEUTRAL] Yeah, yes, sir.
[AGENT][MIXED] It's nice, but yeah, OK.
[CUSTOMER][NEUTRAL] OK, well, that much said then, mhm.
[CUSTOMER][NEGATIVE] No, no, no, sorry, I didn't mean to talk over you.
[AGENT][NEUTRAL] No, you're fine. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, I think we're good there. All I do is take care of my portion of it and I will get that sent off, OK?
[AGENT][POSITIVE] All right. Well, thank you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Alright, thank you for your time.
[AGENT][POSITIVE] You're welcome. Thanks for calling [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.