AccountId: 011433970860
ContactId: ca67445b-6f3b-4e4c-8b29-e1f764a75109
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 609500 ms
Total Talk Time (AGENT): 161133 ms
Total Talk Time (CUSTOMER): 99135 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/ca67445b-6f3b-4e4c-8b29-e1f764a75109_20250618T17:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, um, [PII]. Um, I have a question.
[AGENT][NEUTRAL] Hey.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'm filling out my disability claims form and it's saying that I need to have a check presented with the form, but I don't own any check.
[CUSTOMER][NEUTRAL] Can I use a deposit slip?
[AGENT][NEUTRAL] A check with the form. Hold on, that might be one of the old forms because we don't even ask for checks anymore.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on, so you said short-term disability, right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I'm just pulling up the form. OK, hold on one second. And while I'm doing that, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] And contact number would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that, Ms. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Um, I don't, I got this through my HR, so I don't want that.
[AGENT][NEUTRAL] OK, I can look the policy up with your social if you like.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So yeah, it's either, so there's either two things I'm gonna look at it when I pull up the um policy. So either there is a different version of the um
[AGENT][NEUTRAL] Of the claim form, like if your employer gave you a version or that's an old claim form, because we don't ask for checks anymore, but I can email you the correct form.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] All right, that's fine.
[AGENT][NEUTRAL] Alright. Hold on one second. I'm just um searching for the policy with your social.
[CUSTOMER][NEUTRAL] And.
[AGENT][POSITIVE] It's kind of taking its time here. I apologize.
[AGENT][NEUTRAL] All right, and I believe it just popped up, wait, this is your first one.
[AGENT][NEUTRAL] Alright, Ms. [PII], I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, so my date of birth is [PII]. Um, my email address is [PII], and my mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And Ms. [PII], can you repeat your email address? We don't have one on file, but I'll add it for you.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, [PII]. So I'm saving that now. And then um you said the employer did give you the claim form?
[CUSTOMER][NEUTRAL] Yeah, she gave me the date, she gave me the claims form and on the front where it says direct deposit authorization is saying attach a voided voided or canceled check, and I don't have checks.
[AGENT][NEUTRAL] Yeah, let me, um, let me do this. I'll send you a copy of the um the correct, the updated short-term disability claim form. Um, so there's a portion that you'll fill out, a portion that your doctor fills out, and a portion that the employer fills out. Once we get all three, we'll be able to go ahead and process your claim, and then I'll also send you the direct deposit form. Um, it doesn't ask you for like a check, but you put like your routing and account number, so
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, when your payments do pay out, it'll go direct deposit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um you want me to send both of those to the email address we just um added, right?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, so I'm sending those over to you now. Do you mind if I place you on just a brief hold? I just want to make sure you have it while we're on the line.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. Um, so I have sent both to you the disability claim form and the um direct deposit authorization. Um, you may have to check your spam folder, but let me know when you receive it.
[CUSTOMER][NEUTRAL] OK, let me check it.
[AGENT][NEUTRAL] And it's coming from care team. I forgot to say that.
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, I got it.
[AGENT][NEUTRAL] You got it, OK. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, that's it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.