AccountId: 011433970860
ContactId: c362ce66-ecd7-435b-9b0c-ea20c39a149a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315440 ms
Total Talk Time (AGENT): 94852 ms
Total Talk Time (CUSTOMER): 145830 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/c362ce66-ecd7-435b-9b0c-ea20c39a149a_20250530T19:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], I have a member that has a question about a short term disability claim. I just wanted to make sure I got her to a live agent. Will it be OK if I get her transferred over to your line?
[AGENT][NEUTRAL] OK, what is the policy number?
[CUSTOMER][NEUTRAL] I'm just the account administrator. It will take me like 3 minutes to get that information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You can transfer him over.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] order that
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm trying to check and see if you received my short term disability, uh, claim information.
[AGENT][NEUTRAL] OK, I can verify claim status for you, Ms. [PII]. And do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number is I do have it. Just a second, let me grab that policy number 026-07841.
[AGENT][NEUTRAL] OK, thank you. Um, one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and uh verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, mail address and the email address, please.
[CUSTOMER][NEUTRAL] [PII] uh date of oh you said email address [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What other information were you looking for?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, that was it. Um, but Ms. [PII], I don't show we received any claim information for you.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I'll put that in the mail a week ago.
[CUSTOMER][NEUTRAL] And I called and I got the mailing address from a representative. She told me to have it sent to uh [PII].
[AGENT][NEUTRAL] Yes, ma'am, but uh I don't show weavers.
[CUSTOMER][NEUTRAL] That you did not take, that you did not take, uh.
[AGENT][POSITIVE] Good, I'm sorry.
[CUSTOMER][NEGATIVE] This is more problems than it needs to be.
[CUSTOMER][NEGATIVE] You don't take tech, you don't take uh emails. I couldn't scan it over. I mean, it, it's just damn.
[CUSTOMER][NEGATIVE] So you don't have anything for me?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Do you show in my records that you sent me uh uh.
[CUSTOMER][NEUTRAL] The forms
[AGENT][NEUTRAL] OK, because I show you spoke with a representative and they gave the mailing address.
[AGENT][NEUTRAL] And looks like it was emailed to you.
[AGENT][NEUTRAL] On the [PII], um, on the [PII].
[CUSTOMER][NEUTRAL] It was emailed to me, yes.
[CUSTOMER][NEGATIVE] And you don't show anything received in the mail.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Does that go to a mailing department and they sort through stuff or?
[AGENT][NEUTRAL] Yes, and they upload the information in the system, but I don't show we received it.
[AGENT][NEUTRAL] And you just did by regular mail, you didn't overnight it or anything?
[CUSTOMER][NEUTRAL] No, I didn't.
[CUSTOMER][NEGATIVE] No, I'm already fighting with, with 4 hours of work and trying to survive off of that. So no, I ain't have no one to send nothing electronic I mean quick like that. I just put some stamps on there. I went into the post office and made sure that I had enough postage on it. She informed me that that I did and that it would be sent out that day. That was the last week.
[AGENT][NEUTRAL] Well, that was the correct address, but unfortunately, I, I don't show we received it. Uh, if you like, I don't know if you still have a copy of your information, you can fax it. We just can't take faxes via email since it's not secure. And we do have an online service center where you can set up an account to upload claims from there as well.
[CUSTOMER][NEGATIVE] It doesn't work. I tried that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll wait a little longer, I suppose.
[AGENT][NEUTRAL] OK. Uh, is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][POSITIVE] No, I'm trying to keep my blood pressure down. That's how I ended up with a stroke in the first place, so no, thank you so very much.
[AGENT][POSITIVE] Uh yes ma'am, thank you for calling ATL. Have a great day.
[CUSTOMER][NEUTRAL] Yeah