AccountId: 011433970860
ContactId: d8cf4ee8-d6a4-4ca1-aa34-40278129ed01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350959 ms
Total Talk Time (AGENT): 91176 ms
Total Talk Time (CUSTOMER): 226531 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/d8cf4ee8-d6a4-4ca1-aa34-40278129ed01_20250130T13:59_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], how are we doing?
[AGENT][NEUTRAL] Fine. How about you?
[CUSTOMER][NEUTRAL] I'm doing all right, um, hey, I, uh, talked to Ms. [PII] here a while back, and she sent me some emails and I can't get the thing to open whenever I try to open it. so I forwarded it to the lady at the doctor's office that needed it to fill out. She didn't have any luck getting it open either.
[CUSTOMER][NEUTRAL] So I'm gonna give you her email address and see if you can send it directly to her and uh maybe you can maybe we can get it to work out.
[AGENT][NEUTRAL] OK, is this in regards to a claim?
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] And may I ask who I'm speaking with?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] And Mr. [PII], in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] Yeah, uh [PII], last name [PII]
[CUSTOMER][NEUTRAL] Phone number [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have your policy number, please?
[CUSTOMER][NEUTRAL] I don't have a clue what it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And that was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Can you please verify your mailing address?
[CUSTOMER][NEUTRAL] OK, it's gonna go to uh [PII].
[AGENT][NEUTRAL] No, I'm just trying to verify your, your mailing address, your home mailing address.
[CUSTOMER][NEUTRAL] I'll be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Can you also verify your
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And can you also verify your date of birth?
[CUSTOMER][NEUTRAL] And apartment I.
[CUSTOMER][NEUTRAL] Uh, be uh [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And for our records, can you also verify your email address?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Let's see uh.
[CUSTOMER][NEUTRAL] I think I give them this one. I don't know. I only got 2 or 3 of them. I got one that's uh [PII].
[AGENT][NEUTRAL] It looks like, yes, it looks like this the current email address that we currently have. Would you like for us to keep it as that email address for our records?
[CUSTOMER][NEUTRAL] Uh, you can, you can keep it, but I don't ever mess with it. I have to get her to mess with it. I just got one, so I got one, I guess, you know.
[AGENT][NEUTRAL] OK. And what type of form?
[CUSTOMER][NEGATIVE] I, I'm horrible at email.
[AGENT][NEUTRAL] And Mr. [PII], what type of email were you trying to get sent? What was [PII] sending you?
[CUSTOMER][NEUTRAL] Yeah, thank you. Uh, it's, uh, some packet deal, but all I need is the 8 pages of the, uh.
[CUSTOMER][NEUTRAL] Uh, forms you fill out for this, uh, short term disability, that's all we're needing.
[AGENT][NEUTRAL] OK, so you're needing the disability claim form emailed to you?
[CUSTOMER][NEUTRAL] Yeah, yeah, that's what I'm meaning.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We can get that sent to you and what is the email address you want it sent to?
[CUSTOMER][NEUTRAL] Uh, OK. It's gonna go to uh insure mom.
[CUSTOMER][NEGATIVE] [PII]. That's the same email I had on my account for the whole time I've had my account, but she wanted me converted over to mine and then she was just gonna get into it and for some reason it's not working so but it's gonna go good. I can't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you said
[CUSTOMER][NEUTRAL] Uh, I'll spell it out for you. I.
[AGENT][POSITIVE] OK, sure, thank you.
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] MOM.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I will get that claim form emailed over to you. Is there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, I think that's it. I'm sorry to be a pain in the butt.
[AGENT][POSITIVE] Oh, you're fine. Well, thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Hey, thanks for the help, ma'am. I was staying down in [PII] today.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] Let's see, how's things that y'all's office today there, [PII].
[AGENT][NEUTRAL] I'm located in the [PII] office.
[CUSTOMER][NEUTRAL] Oh, I got an [PII] girl today, huh?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'll be darned. I've been, every time I've called, I've wound up getting a hold of one of them girls down there in [PII].
[CUSTOMER][NEUTRAL] That's the first time I've talked to somebody in [PII].
[CUSTOMER][POSITIVE] Well, thank you so much, ma'am. I appreciate it.
[AGENT][POSITIVE] You're welcome. Well, thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah, you, you, you, you're just down the road from me. It's only 185 miles down there to where you're at my house.
[AGENT][NEUTRAL] Yes, not far at all.
[CUSTOMER][NEUTRAL] No, you're not too far away now that [PII] location, it's about 600 miles down there.
[CUSTOMER][POSITIVE] Uh, well, you have a great day, ma'am. Thank you. I appreciate you getting that sent to me.
[AGENT][POSITIVE] You too. You're welcome. Thanks for calling APO you have a good day.
[CUSTOMER][POSITIVE] All [PII]. Thank you. You have a good day too. See you later.
[AGENT][POSITIVE] You're welcome. Thanks, bye.