AccountId: 011433970860
ContactId: a9df9e79-3e80-4063-841a-c556d5f43db0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314440 ms
Total Talk Time (AGENT): 122625 ms
Total Talk Time (CUSTOMER): 114486 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/a9df9e79-3e80-4063-841a-c556d5f43db0_20250227T15:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling A. It's [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, sir. Um, I was fix, I'm fixing on maternity leave and I called over to you guys about like 2 weeks ago and they're supposed to send me short term disability papers and I'm literally fixing to go on maternity leave Saturday. So I don't know what, uh, what other steps I need to take to file for short-term disability.
[AGENT][POSITIVE] OK, I can help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Sorry, I haven't wrote down.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 02584448
[AGENT][NEUTRAL] Your name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Can you verify your address?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And lastly, your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK Miss, thank you for that. And you said you wanted to know what you're needing to um file for the disability?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you would um you would send in the, a claim form. um I can have some mailed to you or you can go to our website and download the claim form. Um, and there's a portion for you to fill out and also your doctor would have to fill it out as well. And then you would submit that into us.
[CUSTOMER][NEUTRAL] OK, um, what's your guys' website for the claim form?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And hold on one second. Uh.
[AGENT][NEUTRAL] Yeah, so once you go to the website you'll see um it says claims and forms and then when you click on claims and forms um.
[AGENT][NEUTRAL] You would see, um, let me see.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] I believe it says yes, so you look for the short term disability claim form.
[AGENT][NEUTRAL] And that would be the form that you would download and print and then send it to us, um, like I said, once you're, you fill it out and also your doctor.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, it says I don't, I don't have a log in for you guys and it's asking me it's because I'm an, it says I'm a new user, but it says group number. Um, what do I put for that to do for a new.
[AGENT][NEUTRAL] So you don't
[AGENT][NEUTRAL] You don't have to log in to download a claim form.
[CUSTOMER][NEUTRAL] OK, OK, sorry.
[AGENT][NEUTRAL] So you're on the front page that says [PII]?
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so when you clicked on claims and forms.
[AGENT][NEUTRAL] On the front page, it should, you can scroll down to the bottom of the page and you'll see all the claim forms.
[CUSTOMER][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] Accident claim, disclosure, cancer, change in request.
[CUSTOMER][NEUTRAL] Critical illness?
[CUSTOMER][NEUTRAL] Do you know very short term, short term disability form, OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So I just get this filled out and where do I send this to? Do I, do I give it to?
[CUSTOMER][NEUTRAL] Like, do I, cause I'm with Crown, so do I just give it to them at state or?
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] So you would, um, when that's filled out, you will send it, you can send it into us, you can fax it to us, you can mail it to us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and that should be on the form as well, um, the options to get it into us.
[CUSTOMER][NEUTRAL] OK, does it have your guys' fax number?
[AGENT][NEUTRAL] Yes, ma'am, and it's also on the website, but yes, ma'am, it's uh should be on the form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you, cause, yeah, cause I was on maternity leave um next week, so, well, this week, so I was very, I was trying to wait for like the, cause I, somebody said they sent me some paperwork, but I never gotten paperwork and it's been over 2 weeks.
[AGENT][POSITIVE] Uh, that's no problem, yeah, so you can just um fill out that form and just send it in to us. Get that form filled out. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Hi Miss, was there anything else that I can help you with today?
[CUSTOMER][POSITIVE] Alright awesome thank you so much.
[CUSTOMER][POSITIVE] No, that's exactly what I needed was to figure out how to do it.
[AGENT][POSITIVE] Alright, no problem. Thanks for calling A have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Uh-huh, bye.