AccountId: 011433970860
ContactId: c5d0c98b-37ec-4321-9aed-12dcc17e199b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361380 ms
Total Talk Time (AGENT): 148383 ms
Total Talk Time (CUSTOMER): 115040 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/c5d0c98b-37ec-4321-9aed-12dcc17e199b_20250127T18:16_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so I'm calling to check on if we received my paperwork and also uh if it's covered.
[CUSTOMER][NEUTRAL] Um, I had sent in, uh, should have, you should have faxed you guys paperwork last week. I'm going in for a hernia surgery tomorrow.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can check and see if we received anything and see if we have processed anything um what is your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Name is [PII], callback number [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. And may I have the policy number?
[CUSTOMER][NEUTRAL] 26096.
[CUSTOMER][NEUTRAL] I believe.
[AGENT][NEUTRAL] This is some digits.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Do you have the copy of the card?
[CUSTOMER][NEGATIVE] Mm, I don't think I ever received the card.
[CUSTOMER][NEUTRAL] Uh, just I'm just looking at the actual booklets here at these here.
[CUSTOMER][NEUTRAL] Is there another way to look it up?
[AGENT][NEUTRAL] Um, I can do a name search, um.
[AGENT][NEUTRAL] OK and the last name is.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] How do you spell your first name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] OK one moment.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] May I have your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have your date of birth and the email address on file for verification?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said this is for a future surgery?
[CUSTOMER][NEUTRAL] Uh, yeah, I'm going in tomorrow or Wednesday for surgery, so I sent you guys paperwork for it.
[CUSTOMER][NEUTRAL] I just wanted to see if you guys received the paperwork.
[AGENT][NEUTRAL] OK. Um, let me check on your, you're, you're talking about your disability, aren't you? Cause you have several policies with us.
[CUSTOMER][NEUTRAL] Yeah, it's a disability one yeah.
[AGENT][NEUTRAL] OK, alright, OK, let me go to the disability.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, we have not received any paperwork on your disability just yet. Um, how did you send it in?
[CUSTOMER][NEUTRAL] I thought my company is gonna fax it to you after they filled out their part of it.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] So I'll have to, I'll have to check with them and see.
[AGENT][NEUTRAL] Yeah, I'm not sure, but it doesn't look like um we have not received it. I'm not sure if they have sent it or not, but uh we have not received any paperwork just yet. Um, now, the disability has, um, the paperwork needs to be sent in by the doctor and by the employer indicating that you're in disability starting on the start date that they put you into disability, um, but we have not received anything just yet.
[CUSTOMER][NEUTRAL] OK, may maybe they're holding on until until Wednesday then. OK, they might be holding on until.
[AGENT][NEUTRAL] I'm, I'm, I, I'm thinking that, yeah, I think that's what they're doing just to make sure that everything goes well, that, that you don't, you're not gonna be out for longer than that. So usually they wait a little bit to send it in just to make sure they don't have to extend the days.
[CUSTOMER][NEUTRAL] OK, sounds good. I'll double check with them just to make sure.
[AGENT][NEUTRAL] Mhm. So yes, after your surgery, yeah, after your surgery, you can check back. I will say give it a couple of days before you check back and see if we received anything and if not, then you can just call your employer and see if they have sent it or not. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I'm gonna help you with today, Mr. [PII]? Do you need the policy number for the future?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] If you could, could you email it to me because I got a great day in lane on my lap right now. He just had surgery, so I can't get up at the moment to write it down. Is there a way to email it to me?
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Actually hold on here.
[AGENT][NEUTRAL] What I can email OK.
[CUSTOMER][NEUTRAL] Let me, uh, I could pull up my memo on my phone to do it that way.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] disability.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] A little guy just had surgery, so he's sleeping on top of me here. Uh, what's the policy number?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, that is 02.
[AGENT][NEUTRAL] 48
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 28
[AGENT][NEUTRAL] 97
[CUSTOMER][NEUTRAL] 97, so 02482897.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Uh, no, that was it. I appreciate your help. Thank you.
[AGENT][POSITIVE] Thank you. You're welcome and thank you for calling APL. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] Yeah.