AccountId: 011433970860
ContactId: c7de0818-9b39-4af8-a7b5-e39cc8943db0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287820 ms
Total Talk Time (AGENT): 188657 ms
Total Talk Time (CUSTOMER): 107979 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/c7de0818-9b39-4af8-a7b5-e39cc8943db0_20250214T17:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APA. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, I'm trying to figure out, um, do I need to send you all some more paperwork in regards to my disability status?
[AGENT][NEUTRAL] Yeah, OK. Before you start, let, give me your name.
[CUSTOMER][NEUTRAL] Last name is [PII] like the color.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And Ms. [PII], give me your phone number just in case we get disconnected.
[CUSTOMER][NEUTRAL] It's the
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. Do you have your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh, wait, let me see if it's in my phone. I was on the thing on my phone.
[AGENT][NEUTRAL] Did
[AGENT][NEUTRAL] If not, I can look it up. I can look up by your social if you give me your social, OK.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] What's your mailing address by me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, give me one second to look up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 2456973. OK, let me put in your policy number and see what we have here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I just want to make sure because I know.
[AGENT][NEUTRAL] We should
[AGENT][NEUTRAL] What is your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your email address?
[CUSTOMER][NEUTRAL] Um, [PII] or [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, thank you for that information. Now, the last time we paid you was on the [PII], we paid you to the end of uh.
[AGENT][NEUTRAL] Uh, uh, the end of, uh, January and benefits are being processed today and you know because they paid out the [PII] of each month so your claim is, I mean because we don't, we, we're gonna pay you up to the doc whatever the doctor had on the claim form where he let me see what he had you out for how long he had.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, I need to send another piece of paper then? Cause I can send another sheet of paper. Oh, let me go send that to y'all.
[AGENT][NEUTRAL] Yeah, it, it, no, you don't have to send nothing because the doctor had you out to 29 and that's the only thing I can pay you up to 29. So if you're out long enough.
[CUSTOMER][NEUTRAL] Oh no, I'm going to get, I'm gonna send you the paper. I, I, I gotta send you the paper.
[AGENT][NEUTRAL] OK, yeah, well, OK, well it's got to be the doctor claim form filled out. If he got you out longer, you need to get an updated doctor claim form.
[CUSTOMER][NEUTRAL] Ma'am, ma'am. I have an updated phone from the doctor, a letter from the doctor. I have it.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Not a letter. Our claim form completed.
[CUSTOMER][NEGATIVE] Oh my God, I can't believe y'all put this baby, it's the same thing, yeah, I can't believe y'all putting people through this. Oh my God. I can't even stand up and y'all putting people through this. Ma'am, the, the.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, Ms. [PII] OK Ms. [PII], Ms. [PII], you can send me what you have and I can look at it. But for future reference, if the, if you're gonna be out longer than what the doctor have on your original form, please get our claim form filled out because on the paperwork that was sent in previously, he had you out of work until the night of February. So if you was going to be out longer than that.
[AGENT][NEUTRAL] You should have got our form and got it filled out. So send me in what you got and I can review. And in the future reference, for future reference, if you're gonna be out longer than what the doctor have on the paperwork, you always gonna need an updated physician claim form filled out by our office.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] All right baby how you want me to send it? You want me to upload it? How do you want me to send it?
[AGENT][NEUTRAL] Uh, you can, you can fax it or upload it or mail it in. That's the three ways that you can send your claim.
[CUSTOMER][NEGATIVE] What's the fax? So what's the fax number? Cause my bill is due. I'm, I'm just, I gotta get fed up. I this is.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh my God. [PII].
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. Our fax number is [PII].
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And what's your favorite?
[AGENT][NEUTRAL] But now I do believe I do believe Ms. [PII], if you upload it, it gets put directly in the system. If you fax it, it takes 2 to 24 to 48 hours for it to get in the system. So.
[CUSTOMER][NEUTRAL] Oh no, I.
[CUSTOMER][POSITIVE] All right, no, I'm gonna upload this right now, babe. I'm gonna upload this right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, go ahead and upload it, Ms. [PII]. All right.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Alright. OK, what's your name, baby?
[AGENT][NEUTRAL] All right. [PII], and if you have any trouble uploading to give us a call back, OK?
[CUSTOMER][POSITIVE] Alright, thank you, [PII]. All right, bye bye.
[AGENT][NEUTRAL] Oh, all right, bye bye.