AccountId: 011433970860
ContactId: c2e073ad-5083-4325-a18a-bc3899108c5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339160 ms
Total Talk Time (AGENT): 159986 ms
Total Talk Time (CUSTOMER): 89790 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/c2e073ad-5083-4325-a18a-bc3899108c5c_20250602T17:22_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group Billing. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. My name is [PII] and I mailed in uh uh short term disability papers. I had a stroke the end of uh April coming into the [PII], and, um, I mailed in my, uh, paperwork and I'm trying to see if it has been received.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your, uh, what's a good call back number for you just in case, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, Ms. [PII], thank you. And um what is your policy number?
[CUSTOMER][NEUTRAL] 02607841
[AGENT][NEUTRAL] 026 0784
[AGENT][NEUTRAL] One
[CUSTOMER][NEUTRAL] One, yes, ma'am.
[AGENT][NEUTRAL] OK. Let me pull that up.
[AGENT][NEUTRAL] OK, Ms. [PII], so you're calling to see if you receive if we received your.
[AGENT][NEUTRAL] Claims information, is that correct?
[CUSTOMER][NEUTRAL] Short term disability paperwork, yes ma'am. Yes ma'am.
[AGENT][NEUTRAL] OK. I do apologize, but Ms. [PII], can you verify, um,
[AGENT][NEUTRAL] Your address, please?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII], I'm sorry [PII].
[AGENT][NEUTRAL] OK, thank you so much, and can you verify the last four digits of your social please?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, Ms. [PII], and can you, do you mind verifying your email address, please?
[CUSTOMER][NEUTRAL] Uh-huh, it's my first name, I mean my last name, my [PII].
[AGENT][POSITIVE] Thank you so much for verifying all of that. OK, Ms. [PII], what I'm gonna have to do, I do apologize, but what I'm gonna have to do is transfer you over to our claims support system and they would be able to help you with that.
[CUSTOMER][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] Is that OK?
[CUSTOMER][NEUTRAL] OK, do you show that it was received? Yeah.
[AGENT][NEUTRAL] I say I, I don't have that information, access to that, so that's uh that's the reason why I'm having to transfer you and I do apologize for that, um, again.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, Ms. [PII], is there anything else that I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] Uh, can you, uh, yes ma'am, can you confirm your address? Is it [PII]?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I would have to look on that because it's.
[AGENT][NEUTRAL] I'm not familiar with the claim address so um.
[AGENT][POSITIVE] I do apologize again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] And I know they would be able to verify that for you.
[AGENT][NEUTRAL] On that
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So again, uh, is there anything else that I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No ma'am, no, you can go ahead and transfer me thank you so much for your help.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] All right. You're so welcome, Ms. [PII] and thank you for calling APL and if you wanna hold just one moment, I will get someone on the line for you.
[CUSTOMER][POSITIVE] OK. OK, thank you so much.
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. Um, I have Ms. [PII] on the phone. Her policy number is 2607841. I have verified all her information. What she is calling about is to see if we received her medical papers that she sent.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you can send her on over.
[AGENT][NEUTRAL] And like I said, I verified everything and a good call back number for her is the [PII].
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] Thank you, dear.
[CUSTOMER][NEUTRAL] Alright