AccountId: 011433970860
ContactId: d0c3ccfe-16a1-4f5d-9555-8509ea75e1af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 463260 ms
Total Talk Time (AGENT): 156914 ms
Total Talk Time (CUSTOMER): 82242 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/d0c3ccfe-16a1-4f5d-9555-8509ea75e1af_20250429T13:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, good morning. My name is [PII], and I'm gonna have to put in a claim for short term disability.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I work at Stop a minute in [PII].
[AGENT][NEUTRAL] OK. And then have you filled out um a form for short-term disability yet?
[CUSTOMER][NEUTRAL] Mm, no, ma'am, this is the first time I called. It's been 6 days ago since I broke my foot and twisted my ankle, but this is the first day I've called to see what I have to do.
[AGENT][NEUTRAL] Oh, no. OK.
[AGENT][NEUTRAL] Yes, I can help you um in providing those documents. Do you have your policy number on you?
[CUSTOMER][NEUTRAL] I do not. Do you want me to call back with my card?
[AGENT][NEUTRAL] No, that's OK. I can just look you up by your first and last name. You said your, your name was [PII]?
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Yes, ma'am, register.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] [PII], what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and then I just need to verify a couple pieces of information. Can you provide your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII]. The address is [PII].
[AGENT][NEUTRAL] See, and then you have no email on file. Would you like me to add one?
[CUSTOMER][NEUTRAL] Yes ma'am, all lower case letters [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] OK, so I have that added in there for you.
[AGENT][NEUTRAL] See, give me just one moment and I will look up exactly what documents you need.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so on [PII] there is claims and forms.
[AGENT][NEUTRAL] And you can go on to that website and.
[CUSTOMER][NEUTRAL] Yeah not
[AGENT][NEUTRAL] Sorry, go ahead.
[CUSTOMER][NEUTRAL] Uh, you said A public?
[AGENT][NEUTRAL] Yes, ma'am. [PII] and there's claims and forms in the right side.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of your screen and then you can download the form and print it or I can send you the form to the email you provided me.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Send it to my email.
[AGENT][NEUTRAL] OK, I can do that and then at the top of this disability claim form you will see instructions and it'll tell you exactly what you need to file um a claim for disability and then you'll just fill out this form.
[AGENT][NEUTRAL] And then you will send it to our claims department. Let me see, we should have the address on here. I wanna verify really quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, let's see.
[AGENT][NEUTRAL] OK, and I will just put in the email the claims address that you need to send it to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, I don't see it on here.
[AGENT][NEUTRAL] So I'll provide that in the email as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, just how the process works. I've never had to put in a claim before.
[AGENT][NEUTRAL] Yeah, so the document
[CUSTOMER][NEUTRAL] Like how long it takes uh.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] So, it should take up to 15 days.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] So there is a 15-day waiting period.
[AGENT][NEUTRAL] So that gives us time to process the claim and then you will get paid monthly or around the [PII] of every month.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alrighty, and does the 15 days include the time that I did the accident or after I fill out the forms?
[AGENT][NEUTRAL] It's the time of the accident.
[CUSTOMER][NEUTRAL] OK, so it's been [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, so that that give me time to get it in like you said. Alrighty, I'll get started on it and thank you so much.
[AGENT][POSITIVE] Yes, of course, and thanks for calling APL. I'll send that over right now, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Mm. You too, bye-bye.
[AGENT][NEUTRAL] Bye.