AccountId: 011433970860
ContactId: a7176db3-266d-4312-95ba-74122472811f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200529 ms
Total Talk Time (AGENT): 77259 ms
Total Talk Time (CUSTOMER): 91270 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/a7176db3-266d-4312-95ba-74122472811f_20250402T16:53_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I'm in an accident with filing this claim. Um, I was trying to file a claim for short-term disability, but it ended up being a wellness claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I is it for yourself?
[CUSTOMER][NEUTRAL] So I was trying to get rid of that wellness claim because that's, that's not what I was trying to fill out for.
[AGENT][NEUTRAL] OK, uh, is it, it's for yourself, is that correct? OK, what was your name?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Do you have your policy number, [PII]?
[CUSTOMER][NEUTRAL] My policy number is 258.
[CUSTOMER][NEUTRAL] 5815
[AGENT][NEUTRAL] And what's your birthday?
[CUSTOMER][NEUTRAL] It's [PII] uh [PII].
[AGENT][NEUTRAL] And what's your telephone number?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] OK, just gonna verify a few other pieces of information. What is your address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And then lastly your email address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so are you on the online portal?
[CUSTOMER][NEUTRAL] Yes, I'm on the online portal.
[AGENT][NEUTRAL] OK, so you uploaded a wellness claim by mistake, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, it wasn't a wellness claim I needed to uh file a short term disability.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, did it have a claim form on there for you to complete for the short term disability, or have you got all those forms already completed?
[CUSTOMER][NEUTRAL] Uh, I just got off the phone with uh someone about an hour ago who sent me the form for uh short term disability, and I was having some trouble getting my account up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And when I went on here and I got onto my account, I saw that the wellness file a wellness claim and I thought that was for that but that's not, it wasn't the right thing.
[AGENT][NEUTRAL] OK, so are you able to upload the short term disability forms?
[CUSTOMER][NEUTRAL] Um, I have it.
[CUSTOMER][NEUTRAL] Available I just haven't filled it out yet, but I should be able to upload it because it has the option to upload files.
[AGENT][NEUTRAL] OK, um, OK, so it looks, let me see, let me look at something real quick.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][POSITIVE] I can, I can see how I can do it now.
[AGENT][NEUTRAL] OK, OK, yeah, just get those completed and upload that if if there's a wellness claim that you accidentally uploaded, don't worry about that because if it's not covered, well, it'll just be denied so you don't have to worry about it, um, and then like I said get those, um, all of the forms completed for short term disability and once you get those completed you can upload those and then we can start processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] OK, anything else I can help with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Yeah, you too. Thank you.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.