AccountId: 011433970860
ContactId: d24d5c05-5035-4164-943f-c07de7434d59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310920 ms
Total Talk Time (AGENT): 107465 ms
Total Talk Time (CUSTOMER): 143320 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/d24d5c05-5035-4164-943f-c07de7434d59_20250417T20:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] again.
[CUSTOMER][NEUTRAL] Uh, I had a question I forgot to ask, uh, I think it was.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My policy number is 171.
[CUSTOMER][NEUTRAL] 5334.
[AGENT][NEUTRAL] Could you give me that policy number again, please?
[CUSTOMER][NEUTRAL] 171.
[CUSTOMER][NEUTRAL] 5334
[AGENT][NEUTRAL] 34 OK.
[CUSTOMER][NEUTRAL] And I just want to double check on this on my my policy.
[CUSTOMER][NEUTRAL] Contract or whatever it is where it's 11, 2 of 84 of 8.
[CUSTOMER][NEUTRAL] Page 3 of 8 was I supposed to fill that out?
[AGENT][NEUTRAL] Oh, you mean the claim form?
[CUSTOMER][NEUTRAL] Yes ma'am, I guess that's what it's called.
[AGENT][NEUTRAL] OK, let me get you verified if you could uh verify your date of birth and your mailing address for me.
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] And what's your email?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thanks for that [PII].
[AGENT][NEUTRAL] Let me pull up the short term disability claim form.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] All right, so your question is what pages are you supposed to fill out?
[CUSTOMER][NEUTRAL] Well, that, no, that page 3 of 3 of 8.
[AGENT][NEUTRAL] 3 of 8, OK.
[CUSTOMER][NEUTRAL] I was wanting to make sure.
[CUSTOMER][NEUTRAL] I'm making sure I'm supposed to fill that out, or was the physician supposed to fill that out?
[CUSTOMER][NEUTRAL] Because when they, when y'all faxed it to me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Where it says, where it says at top, you know, um, I guess it's supposed to be.
[CUSTOMER][NEUTRAL] A physician, whatever.
[CUSTOMER][NEUTRAL] See it cut all that. So I was having to.
[CUSTOMER][NEUTRAL] Kind of figure what I was supposed to be filling out.
[AGENT][NEUTRAL] Right, so you do complete page 3 of 8 and we're just asking you to list the, the contact details for all treating physicians.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] I do OK
[AGENT][NEUTRAL] Um, so we just.
[CUSTOMER][NEUTRAL] OK, and it, well, it asked me one silly question about activities.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What page are you on?
[CUSTOMER][NEUTRAL] That's the the 3 of 8 page.
[AGENT][NEUTRAL] Oh yeah, what's your, your current daily activities?
[CUSTOMER][NEUTRAL] Which I can't see because it's.
[CUSTOMER][NEUTRAL] Yeah I mean what's that mean?
[AGENT][NEUTRAL] You know, when you get up in the morning, you cook, you cook breakfast. What do you do, just your daily routine?
[CUSTOMER][NEUTRAL] I sit here and watch TV.
[AGENT][NEUTRAL] Do you go to the store, you go grocery shopping? Do you work at, I mean, just your daily activities?
[CUSTOMER][NEUTRAL] I wake up I sit down.
[CUSTOMER][NEUTRAL] OK, I wake up. I literally sit on the floor.
[AGENT][NEUTRAL] OK, then you can write that in there.
[CUSTOMER][NEUTRAL] Because
[AGENT][NEUTRAL] If you don't do anything else.
[CUSTOMER][NEUTRAL] I, I mean,
[CUSTOMER][NEGATIVE] Well, the thing is, the doctors got me so scared.
[AGENT][NEUTRAL] To do anything?
[CUSTOMER][NEUTRAL] Of what to do, what not to do.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, I literally get up sit the floor.
[AGENT][NEUTRAL] Yeah, and of course, you have to go to the restroom.
[CUSTOMER][NEGATIVE] I'd rather go back to work but he won't allow it.
[AGENT][NEUTRAL] Every now and again
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You know, so just literally what do you do? what are you doing on a daily basis?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so if, if nothing else, but yeah, using the restroom or do you get up and cook you something to eat or something like that?
[CUSTOMER][NEUTRAL] Sitting in the floor
[CUSTOMER][NEUTRAL] Main mainly sit on the floor and fix me something to drink, go to the bathroom.
[AGENT][NEUTRAL] OK, well, whatever you do daily, then just list it in that in that, in that box.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your current daily activities?
[AGENT][NEUTRAL] Excuse me?
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Just once because he's the only one I'm seeing.
[CUSTOMER][NEUTRAL] Ain't that correct?
[CUSTOMER][NEUTRAL] Where it's got multiple physicians' names.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that's only if you had, if you, if you had more than one treating physician, it just gave you room to add to list their names.
[CUSTOMER][NEUTRAL] We only fill it out once, right?
[AGENT][NEUTRAL] So if there's only one doctor treating you, then it would be that doctor's name?
[CUSTOMER][NEUTRAL] Yeah, I only got one treating me but I, you know, I see my.
[CUSTOMER][NEUTRAL] Primary care doctor.
[CUSTOMER][NEGATIVE] You know, but he's not treating me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alrighty, well, I guess that's all I needed.
[AGENT][NEUTRAL] OK. Anything else, [PII], I can help out with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alrighty well thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Love