AccountId: 011433970860
ContactId: bbddef78-d759-4967-9e9e-890c317740c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403790 ms
Total Talk Time (AGENT): 103004 ms
Total Talk Time (CUSTOMER): 162936 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/bbddef78-d759-4967-9e9e-890c317740c6_20250515T14:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] on the care team. Um, I've got a broker on the line who's trying to assist a member with the form that we send for the pre-existing questionnaire. Um, I don't see the form in Onase, and she wanted to see if she could get a copy of the form, um, to help the member because she said sometimes they don't open mail and stuff like that so.
[AGENT][NEUTRAL] OK, so they need an email of the preexisting form, the position form?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. Uh, give me just a second, um, because I
[AGENT][NEUTRAL] Don't think we're able to send emails out anymore, let me see.
[AGENT][NEUTRAL] But I, I think we were advised that, I think the care team sends out emails. Is that not
[AGENT][NEUTRAL] Is that wrong?
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Let me, cause I think we just got like a whole new like thing for like.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] We don't send direct emails anymore that it.
[AGENT][NEUTRAL] Um, I just wanna make sure I do this right because we get so I get so many updates and emails, um.
[CUSTOMER][NEUTRAL] Oh, for the forms.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] I'm sorry, give me just a second.
[CUSTOMER][NEUTRAL] Short term disability claim form I was looking on the.
[CUSTOMER][NEUTRAL] ASA claim form. I'm trying to see if I see a form.
[CUSTOMER][NEUTRAL] Request of ownership.
[AGENT][NEUTRAL] Alright, give me just a second.
[CUSTOMER][NEUTRAL] I don't see the I see we have a huge list of forms.
[CUSTOMER][NEUTRAL] But I don't see it in there.
[CUSTOMER][NEUTRAL] OK, let's see. Maybe I'm missing it then.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Form template on SharePoint can be utilized. Is this form on?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's fine. I can go ahead in the system. Um, what was the, the, the policy number?
[CUSTOMER][NEUTRAL] It's 254-539-5.
[AGENT][NEUTRAL] OK, and the name of the broker?
[CUSTOMER][NEUTRAL] Uh, the broker is [PII]. She's with Southeast Insurance.
[AGENT][NEUTRAL] OK, and their callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Sorry about that. I'll have to just check the procedure. We've had so many things changed. I just can't remember what they told me.
[CUSTOMER][NEUTRAL] Yeah, I will send a.
[CUSTOMER][NEUTRAL] Yeah, I'll, I'll send a message on, um, teams just to clarify because I don't see it in this form and I don't see it mentioned so, um, but I'll clarify that sorry about that, um, but yeah, if she, if in fact.
[AGENT][NEUTRAL] Oh no, you're fine. It, it could be my error. Um, let me verify on my end and then if anything changes then I'll reach back out to you, [PII].
[CUSTOMER][POSITIVE] OK, OK, perfect. OK, [PII], um, I'm gonna introduce you and then I'll release the call OK?
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK [PII], thank you so much for holding. I've got [PII] on the line and he's gonna assist you, OK?
[CUSTOMER][POSITIVE] Perfect. Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you for holding, [PII]. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey [PII], I was talking with um [PII] just now about a particular member, Mr. [PII], who was with PAC IQ, and he has, he has filed a short term disability claim. However, it seems that the claims department was uh needing some additional information about preexisting condition, and y'all mailed him a form. I was wondering if I could get a copy of that form.
[CUSTOMER][NEUTRAL] Um, so that I could send it to him and let him know that y'all are looking for some additional documentation. Is that something you could send to me?
[AGENT][NEUTRAL] Uh, sure. Uh, what is your email address?
[CUSTOMER][NEUTRAL] It's my first name, [PII]
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] OK, and so you were just needing the same documents that we mailed um to Mr. [PII] for his disability claim?
[CUSTOMER][NEUTRAL] Yes ma'am, if you don't mind I told um the last representative perhaps they got lost in the mail or they got thrown away or he might not have opened them or um who knows or maybe he has and he's already sent them back. I don't really know but um if I could just have a copy of them uh I think that would help uh maybe communicate that information of what is needed.
[AGENT][NEUTRAL] OK. Uh sure. I'll go ahead and I will get started on that and then if I need anything else from you, um, is this a good callback number? The [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, that's my direct line.
[AGENT][NEUTRAL] OK, uh sure, [PII]. And was there anything else I could do to help you today?
[CUSTOMER][NEUTRAL] Uh, no, not at this time.
[AGENT][POSITIVE] Oh thanks for calling [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye-bye.