AccountId: 011433970860
ContactId: ce1cf623-257f-4f1d-8d27-64de0d958cad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322470 ms
Total Talk Time (AGENT): 69285 ms
Total Talk Time (CUSTOMER): 137123 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/ce1cf623-257f-4f1d-8d27-64de0d958cad_20250519T17:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, my name is [PII] and I was checking on my, um, short term disability claim.
[AGENT][NEUTRAL] OK, do you have your policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, no, I can give you my social. Let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, my social is [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And do you have a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and then can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And then just need your address and email address.
[CUSTOMER][NEUTRAL] OK, the email is [PII], and the address is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, let's see. And you're checking on your short term disability claim, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Looks like we're requesting medical records. Um.
[AGENT][NEUTRAL] We sent those on [PII].
[CUSTOMER][NEUTRAL] You said that you're, you're what?
[AGENT][NEUTRAL] Requesting medical records.
[CUSTOMER][NEUTRAL] Um, they said they faxed it to the number that was on the, um, form.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] You know, when they
[CUSTOMER][NEUTRAL] They, and they've been back.
[CUSTOMER][NEUTRAL] They faxed it like the day that I took it up there that um, that I um started my claim. I had gave the paperwork to them and they faxed it like the next morning.
[AGENT][NEUTRAL] For Doctor [PII].
[CUSTOMER][NEUTRAL] And they gave it to me.
[CUSTOMER][NEUTRAL] Yes, they gave it to me because they had called and said that they already faxed it. And then I picked up the um documents.
[AGENT][NEUTRAL] OK, do you have a copy of it?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] OK, um, I don't show we've received anything yet. Do you wanna fax it over to us?
[CUSTOMER][NEUTRAL] Let me, um, I'm trying to see what, um, I'm not gonna be able to fax it, but I can because I can't drive, but I can, um.
[CUSTOMER][NEUTRAL] Let me see what
[CUSTOMER][NEUTRAL] I have the paper.
[CUSTOMER][NEUTRAL] I'm trying to see because they have the um fax number. I wrote it at the bottom. I want to make sure that it's correct.
[AGENT][NEUTRAL] Or give them a call and see if they can resend it.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I wanna make sure that the um
[CUSTOMER][NEUTRAL] Hold on one second, but that is the correct thing that they faxed it to. Let me pull it up.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, here it is. The the number um that they faxed it to was [PII].
[AGENT][NEUTRAL] Yes, that's right. Do you, do you know what date they sent it? Was that [PII] or [PII] or?
[CUSTOMER][NEUTRAL] Um, no, that was, let me see, when did I start? Let me, let me see because they called me. Let me check my call log to see.
[CUSTOMER][NEUTRAL] I picked it up. They, um, it was either the [PII] or the [PII].
[CUSTOMER][NEUTRAL] Because I, I had a doctor appointment on the [PII] and that's when I got the paperwork.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I had
[CUSTOMER][NEUTRAL] And I think they had got it before and so.
[CUSTOMER][NEUTRAL] So it had to be like around that time, the, the um the [PII] or the [PII] that they faxed it.
[AGENT][NEUTRAL] Yeah, I don't, I don't show that we've received it, so we would have had it logged by now. Um, you might give them a call and see if they can resend it.
[CUSTOMER][NEUTRAL] Can I upload it?
[AGENT][POSITIVE] Yes, you can.
[CUSTOMER][NEUTRAL] OK, cause um I'll upload what they filled out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then that's the only thing that's that's missing.
[AGENT][NEUTRAL] Uh, yes, looks like.
[AGENT][NEUTRAL] Just waiting on the medical records from Doctor [PII]. Yeah.
[CUSTOMER][NEUTRAL] Yeah, they had been filter out, um.
[CUSTOMER][NEUTRAL] Yeah, OK, I'll upload the, the papers that they filled out.
[AGENT][NEUTRAL] OK, that will work. Anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, ma'am.
[AGENT][POSITIVE] Well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You're welcome. You too. Bye.
[AGENT][POSITIVE] Thank you, bye bye.