AccountId: 011433970860
ContactId: cbf17fed-fd64-4278-9d74-10de6e155575
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 637049 ms
Total Talk Time (AGENT): 277526 ms
Total Talk Time (CUSTOMER): 229690 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/cbf17fed-fd64-4278-9d74-10de6e155575_20250220T19:11_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling about my um
[CUSTOMER][POSITIVE] Go try and get some business uh stuff. I'm trying to see.
[CUSTOMER][NEUTRAL] How would I go about trying to file for a new claim?
[AGENT][POSITIVE] Oh, it would be my pleasure to assist you. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] I can look it up by your social. Would that be OK with you?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] And that number please ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms [PII]. And can you verify your date of birth and current mailing address, please?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] All right, thank you. You're staying warm today because it's cold in [PII].
[CUSTOMER][NEUTRAL] Yeah, it is.
[AGENT][NEUTRAL] I tell you.
[CUSTOMER][NEUTRAL] That little
[CUSTOMER][NEUTRAL] Well, I did have the flu.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I hope you're feeling better, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, do you mind giving me a callback number just in case we get disconnected please ma'am?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you, and I do have uh an email on file for you. Do you mind verifying your Gmail address?
[CUSTOMER][NEUTRAL] Uh, I don't know which one I gave you, uh.
[AGENT][POSITIVE] It's one that made me smile really big.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh, it might be, um, I can't remember. I got too old, so.
[CUSTOMER][NEUTRAL] Is this the [PII] [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It's gonna be
[CUSTOMER][NEUTRAL] Is this an iCloud or Gmail?
[AGENT][NEUTRAL] It's a Gmail address.
[CUSTOMER][NEUTRAL] Yeah, it's the [PII], uh.
[CUSTOMER][NEUTRAL] [PII] B wait a minute, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What about one that talks about God?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you have a [PII]?
[CUSTOMER][NEUTRAL] Yeah, that I did have that one.
[CUSTOMER][NEUTRAL] Uh, I had changed that one, but I thought they, uh, I don't really use that one.
[AGENT][NEUTRAL] OK, well let's update that for you. What was the current?
[CUSTOMER][NEUTRAL] Yeah, I just said, can you uh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What is your current email? I'll update that for you.
[CUSTOMER][NEUTRAL] Yeah, it's um.
[CUSTOMER][NEUTRAL] You could do it on my uh iCloud.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] I'm on the phone, mom.
[AGENT][NEUTRAL] And just
[AGENT][POSITIVE] Now that sounds important. It's OK.
[CUSTOMER][NEUTRAL] [PII]. I'm sorry, ma'am.
[AGENT][NEUTRAL] You're fine. Those babies are important. Um, that's fine. And that's [PII]?
[CUSTOMER][NEUTRAL] Mhm. Yeah, I'm on the phone.
[AGENT][NEUTRAL] Alright, I have updated that for you and now Ms. [PII], in order to file a claim, you will need to submit the disability claim form.
[CUSTOMER][NEGATIVE] Well, they told me, um, I have to be out of work no more than 2 weeks before I'm able to send it in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh they took me out of work for 2 weeks. So I will actually be out of work this time longer than last time, and it was started Tuesday when I went to the doctor Tuesday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I go back [PII].
[CUSTOMER][NEUTRAL] I mean the [PII] or [PII].
[AGENT][NEUTRAL] OK, well, I will be happy to email you the claim form. Now the claim form has 3 sections. There's a section for you to complete.
[AGENT][NEUTRAL] That's gonna be the claimant statement, and then there is a section that your doctor will need to complete for you.
[AGENT][NEUTRAL] And then there's also a page for your employer to complete.
[AGENT][NEUTRAL] Would you like for me to email you a copy of that claim form?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, uh, what is this, uh, statement saying I'm off work. It's just a proof of information showing saying I'm off work.
[AGENT][NEUTRAL] So on the claim form it's going to have information for you to complete it'll be your name, um your address, it'll have your employment details, your income.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What medical condition is causing the disability, your doctor's name and address, and then you'll have to sign.
[AGENT][NEUTRAL] And date the page, and then that's pages 2 through 5, and then page 6 and 7 is for your doctor to complete.
[AGENT][NEUTRAL] And he'll have what day you started your disability on as well as your return to work date and then the last page is for your employer.
[AGENT][NEUTRAL] To complete
[CUSTOMER][NEGATIVE] OK, I'm gonna call down and see, yeah, they took me out of work for my live and bother me.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEGATIVE] Yeah, my they been bothering me, so they took me out of work for to try to heal because I fell.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Well, I will be happy to email this claim form for you if you would like.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, when I get when I get everybody to sign the paperwork, how long does it take?
[AGENT][NEUTRAL] So it, um, now, once you complete your portion, you can go ahead and get that to us. And then once your doctor completes his section, he can fax that back to us and your employer can fax it to us as well.
[CUSTOMER][NEUTRAL] OK, cause I know.
[CUSTOMER][NEUTRAL] I should have got it. I wasn't thinking then. I ain't know for sure they won't take me off. I know he said he won't take me off, but I ain't know he had to sign because it's a certain day that he be in the office.
[CUSTOMER][NEUTRAL] That that he the one gonna be have to sign it.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yeah, so they, they gonna make their progress a little longer. Even though if I don't get a chance to get him to sign this week when he do come in after we still.
[CUSTOMER][NEUTRAL] Being there still the process thing, I mean frame of me being off if it be next Tues cause I think she said he be in there on Tuesday.
[AGENT][NEUTRAL] So what will happen is now we will need that portion.
[AGENT][NEUTRAL] And what
[CUSTOMER][NEUTRAL] Yeah, I know that. I'm gonna call you can go ahead and email it to me and I'm gonna go, I'm gonna find out if he what day he is so I can get him to go ahead and sign and let them know that what I'm off for my leg. The reason why I'm not at work and that way.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am, and there are instructions on page one.
[AGENT][NEUTRAL] As to what's needed to file a claim.
[CUSTOMER][NEUTRAL] OK. You go ahead and send it.
[CUSTOMER][NEUTRAL] To that email.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm fixing to send that to you now.
[AGENT][NEUTRAL] And like I said, just get the doctors section to them and get the employer section to your employer and let them complete that and then if you will complete your section and get that back to us.
[CUSTOMER][NEUTRAL] OK, I'm gonna try to get them when they, when they fill it out and get them to go ahead and fax it that same day.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So we could go ahead and be in.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK then, I appreciate it. I'll be, uh, let me see if it came through.
[CUSTOMER][NEUTRAL] Why I'm on the phone with you.
[AGENT][NEUTRAL] It's gonna be from the care team.
[CUSTOMER][NEUTRAL] Would they let you say so cause I don't see, let me see. Let me check my uh.
[CUSTOMER][NEUTRAL] I thought it would go to my junk mail, but.
[AGENT][NEUTRAL] And it may take just a minute and I don't mind waiting if you need to check it.
[AGENT][NEUTRAL] Now also on that email it will have uh did it come through?
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] It just came through.
[AGENT][POSITIVE] Wonderful. Now on our email there's the link to our.
[AGENT][NEUTRAL] Online portal, the service center, you can create an account online and upload your portion of the claim form and it will automatically be on your account on your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's an option for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] That's the quickest way to get the completed claim form back to us, your portion. The doctor will probably want to fax it from their office and then your employer can do the same. They can fax it back to us.
[CUSTOMER][NEUTRAL] OK, OK, that's fine. I got it.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Well, Ms [PII], it's been such a pleasure to assist you. I hope you get to feeling better and you stay warm up there.
[CUSTOMER][POSITIVE] OK, you too. Thank you.
[AGENT][POSITIVE] All right. Thank you. Have a wonderful day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.