AccountId: 011433970860
ContactId: ae182d87-3fff-48d7-923d-a617d2b98129
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 587489 ms
Total Talk Time (AGENT): 146165 ms
Total Talk Time (CUSTOMER): 74446 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/ae182d87-3fff-48d7-923d-a617d2b98129_20250306T18:26_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hey, Ms. [PII], how are you doing today?
[AGENT][POSITIVE] I'm doing fine how are you doing today?
[CUSTOMER][NEUTRAL] I am great, Miss [PII], I was calling to see about, can I get uh about getting you to email me over the forms that I need to um re file my disability for this month.
[AGENT][NEUTRAL] OK, um, you just want the disability claim form, is that what you're needing, sir?
[CUSTOMER][NEUTRAL] Well, I already started it. It's just the ones that you have to file the uh to continue.
[AGENT][NEUTRAL] OK. All right, sir. Um, can I get your name and your policy number?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII]
[CUSTOMER][NEUTRAL] Can you pull it up by my social?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, let me pull up your policy, Mr. [PII].
[AGENT][NEUTRAL] OK dokey, Mr. [PII].
[AGENT][NEUTRAL] I've got it pulled up right here.
[AGENT][NEUTRAL] And can you please verify date of birth for me sir?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then also.
[AGENT][NEUTRAL] Will you be able to please verify your address, a phone number, and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] Yes ma'am, it's uh [PII], zip [PII]. My email is [PII].
[CUSTOMER][NEUTRAL] You said my phone number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, I appreciate you verifying your policy for me, Mr. [PII], and that phone number that you just verify that a good number to call you back on if we get disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, alright, let me check real quick, um, you're just needing me to fax you a or I'm sorry email you the claim form.
[AGENT][NEUTRAL] To be able to continue your disability, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah. Yes, ma'am.
[AGENT][NEUTRAL] OK, let me look at it.
[AGENT][NEUTRAL] And I'm gonna put you on a brief hold because I'm gonna do that one on the phone together, Mr. [PII]. I'll be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ah shoot.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Mr. [PII], sorry about that wait, um, you're gonna actually get 2 emails.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEGATIVE] The first one, please disregard because that's not the correct form. The second email that you get that says UTBA on it, that's the one that you need.
[CUSTOMER][NEUTRAL] With the UTB on it.
[AGENT][NEUTRAL] Yes, with UTBA on it.
[CUSTOMER][NEUTRAL] OK, I got one email, but I haven't got another one.
[AGENT][NEUTRAL] OK, I just sent the 2nd 1, so that first one you can go ahead and.
[AGENT][NEUTRAL] Delete that one because the second one is actually what you need.
[AGENT][NEUTRAL] I um grabbed the wrong form, the first one. I apologize for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just got it.
[CUSTOMER][NEUTRAL] OK, the one with the UTB on is the one I need.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Yes, that's, yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because your employer is Universal Trucking Trailer Bridge and Universal Trucking UTBA has their own claim forms, so I sent that one over to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, good deal.
[CUSTOMER][POSITIVE] Alright and thank
[CUSTOMER][NEUTRAL] And I'll get it over to you.
[AGENT][POSITIVE] You're so welcome.
[AGENT][POSITIVE] Thank you Mr. [PII]. I hope you have a wonderful day. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] No, ma'am, you've been most helpful.
[AGENT][POSITIVE] OK, thank you, sir. Have a blessed day and thanks for calling APL, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. You do the same.
[AGENT][NEUTRAL] OK, bye-bye, Mr. [PII].