AccountId: 011433970860
ContactId: c71caa54-e8ff-4502-9829-34dc38d0213b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286559 ms
Total Talk Time (AGENT): 125703 ms
Total Talk Time (CUSTOMER): 130595 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/c71caa54-e8ff-4502-9829-34dc38d0213b_20250513T13:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] [PII]. This is [PII]. How can I help you?
[AGENT][NEUTRAL] This is, this is [PII] with APL. How can I help?
[CUSTOMER][NEUTRAL] Hi [PII], I am calling because I got my paperwork. Are you here for surgery? With what doctor?
[CUSTOMER][NEUTRAL] I don't know, I just. OK, this is the surgery center. Uh, OK, go around the corner to the elevator and take the elevator up to the 3rd floor. Thank you. I'm so sorry.
[AGENT][NEUTRAL] No, that's OK.
[CUSTOMER][NEGATIVE] Um, my, my name is [PII], and I had a stroke a couple of weeks ago and I got my paperwork from, um, from my email that was emailed to me to complete my short term disability, but on the paperwork there's not a fax number or an email address that I'm supposed to send this to, and I don't know what my policy number is.
[AGENT][NEUTRAL] OK, I can get the policy number and the fax number for you. Let me.
[CUSTOMER][POSITIVE] Awesome, awesome awesome.
[AGENT][NEUTRAL] What is your last name, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then how do you spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right. And then for security, if you could just give me your date of birth and address, please.
[CUSTOMER][NEUTRAL] Sure, uh date of birth is [PII] and my address is [PII].
[AGENT][POSITIVE] Thank you so much. All right, [PII], here is your policy number whenever you're ready.
[CUSTOMER][POSITIVE] Oh, you're welcome.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It is 02.
[AGENT][NEUTRAL] 60.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 7841.
[CUSTOMER][NEUTRAL] Let me confirm 026 07841?
[AGENT][NEUTRAL] Mhm, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, is there an email address that I could send this to, or it has to go by fax?
[AGENT][NEGATIVE] You can either fax it, mail it or upload it online. We unfortunately don't accept them via email. It's just not secure.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Enough.
[AGENT][NEUTRAL] So it's whatever is easiest for you. I can give you the fax number, um, and the mailing address if you'd like, whatever you prefer.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, let me do the fax number.
[AGENT][NEUTRAL] The fax number is going to be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, uh let me confirm [PII].
[AGENT][POSITIVE] Uh-huh. Correct, yes ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, and you don't accept it by email, it has to be faxed.
[AGENT][NEUTRAL] Either fas
[CUSTOMER][NEGATIVE] That ain't always secure either.
[AGENT][NEUTRAL] US postal mail or we have an online service center.
[AGENT][POSITIVE] Like you can go online and download it and upload it to our service center. You can do it that way too.
[CUSTOMER][NEUTRAL] Oh, OK, let me get that information as well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the website
[CUSTOMER][NEGATIVE] Cause our fax machine has been doing something stupid.
[AGENT][NEUTRAL] OK, so the website that you're gonna go to [PII] is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So that's [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And when you get there you'll see an option to like sign in you're gonna need to create like a user name and password and all of that um when you do this it is gonna ask for your email. The email you have on here is [PII].
[CUSTOMER][POSITIVE] Awesome. The
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Should be [PII]. Yes, that's it.
[AGENT][NEUTRAL] Yeah, so just make sure you use that one, OK?
[CUSTOMER][NEGATIVE] Will do, will do. I think that's the route I'm gonna take because see what I'm gonna do is take a picture of it because our fax machine has been acting a fool over here.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] And they're supposed to come and fix it, but that didn't happen. Hi, you here for surgery? OK, well thank you so much for the information. I really appreciate it.
[AGENT][POSITIVE] Have a blessed day. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Is this where we come in?