AccountId: 011433970860
ContactId: c10836e4-08f2-4122-a9b4-0adbf07469ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262359 ms
Total Talk Time (AGENT): 110077 ms
Total Talk Time (CUSTOMER): 124656 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/c10836e4-08f2-4122-a9b4-0adbf07469ce_20250303T18:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, good afternoon. My name is [PII]. Um, I'm calling.
[CUSTOMER][NEUTRAL] To see because uh.
[CUSTOMER][NEUTRAL] I want to know something about the
[CUSTOMER][NEUTRAL] The the the
[CUSTOMER][NEUTRAL] Application
[CUSTOMER][NEUTRAL] I call on Thursday to get an application form because I wanted to.
[CUSTOMER][NEGATIVE] So they told me that I have to issue another application form to get my money.
[CUSTOMER][NEGATIVE] So I called on Thursday and it said that they will forward it to my email address, but I have not received nothing yet.
[AGENT][NEUTRAL] OK, uh, and what is your policy number, please?
[CUSTOMER][NEUTRAL] OK, my policy number is 02432636.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and Mr. [PII], uh, verify your date of birth for me, please. Mail address and email address.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] My, my email address is [PII].
[CUSTOMER][NEUTRAL] My, my, uh, my home address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. ZIP is [PII].
[AGENT][POSITIVE] OK, thank you so much. And uh Mr. [PII], uh do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, my call back number is [PII].
[AGENT][NEUTRAL] OK. Thank you. And you say you're supposed to receive a form for your, um, to fill out for your disability?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, ma'am, uh, I received in January I received uh the first payment of my disability and uh.
[CUSTOMER][NEGATIVE] Then I called back then they told me I don't know I had to fill again.
[CUSTOMER][NEGATIVE] They told me I had to fill another application to to receive the, the, the balance, but I never know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So I, I call on Thursday and they told me that they're gonna forward the the application form to fill, but up to now I'm not received nothing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I, well, while I'm on the phone with you, I can email that to you. Uh, since it's a continuing disability, you have to fill out that continuing portion of the claim form and submit that to us, but I will email this to you in a few moments.
[CUSTOMER][POSITIVE] OK ma'am I appreciate it.
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Uh, give me one moment. I'll send this off to you in a few moments, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then um once you receive it and fill it out, you can uh fax it to us or if you set up on our online service center, you can upload it into the system.
[CUSTOMER][NEUTRAL] OK, so I have to just fill out the, the part, the um my part that say, uh, continue.
[AGENT][NEUTRAL] Continuing disability. Yes, sir, and then you can either fax it or mail it or if you have an online service center, you can upload it into the system.
[CUSTOMER][NEUTRAL] Disability?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, so, so my company like Train they have to fill it they uh part two.
[AGENT][NEUTRAL] No, sir, just your portion. Uh, we don't need the physician nor the uh employer's portion of the form, just yours. And it does state on the claim form, if you look at the cover sheet when you receive it, it'll say for a continuing disability what portion you would need to complete and like I said, you can uh fax it to us or uh send it through the online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I understand. I appreciate it.
[AGENT][NEUTRAL] Yes, sir. Uh, and is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That'd be all. I, I thank you for everything. That'd be all for now.
[AGENT][POSITIVE] Uh, yes, sir. Oh, you're welcome. Uh thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm bye.