AccountId: 011433970860
ContactId: d98f936e-efac-49ac-b95c-7efed36e5a06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424640 ms
Total Talk Time (AGENT): 91450 ms
Total Talk Time (CUSTOMER): 131623 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/d98f936e-efac-49ac-b95c-7efed36e5a06_20250205T20:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I've been uh working with you all for a week, trying to get an email that we could open, and I even had to email the lady at my doctor's office, and she had the same luck with it that uh uh I had. So I'm gonna give you my info and I'll have you fax them 8 pages of the uh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, claim form for a short term disability directly to her office for me if you can please.
[AGENT][NEUTRAL] Yeah, sure. Yes, if you authorize it, we can send them, Mr. [PII]. And may I have the policy number?
[CUSTOMER][NEUTRAL] I don't know what it is. I can give you my social.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, give me just a minute. Let me go ahead and pull another system that I can use for social.
[CUSTOMER][NEUTRAL] All righty. Sorry to be a nuisance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, no, no, it's, it's fine. No problem, no problem, Mr. [PII]. Um, let me have a callback number just in case we get disconnected, OK?
[CUSTOMER][NEUTRAL] Oh, OK, yeah, my number is [PII], and this is [PII].
[AGENT][POSITIVE] OK, thank you. And I'm ready for the social.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, and I need um to verify your mailing address, email address, and a date of birth.
[CUSTOMER][NEUTRAL] Yeah, the date of birth is [PII], and my mailing address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so here's money.
[AGENT][NEUTRAL] OK, where do you want us to send this um claim form?
[CUSTOMER][NEUTRAL] OK, uh, I'll give you the lady's name. It'll be, uh, Attention [PII].
[CUSTOMER][NEUTRAL] And uh their fax number at Freeman Wound Care is 417.
[CUSTOMER][NEUTRAL] Area code 417.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 347.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 4033.
[AGENT][NEUTRAL] OK, that's, uh, attention, [PII], and that's [PII].
[CUSTOMER][NEUTRAL] Uh, [PII], yeah.
[AGENT][NEUTRAL] OK, so I'm gonna put um.
[AGENT][NEUTRAL] Your name in parenthesis so they know why they're getting this, OK? So let me, let me go ahead and send this out right now. Do you mind holding for me?
[CUSTOMER][NEUTRAL] Do what ma'am?
[AGENT][NEUTRAL] Do you mind holding for me while I send this fax over?
[CUSTOMER][NEUTRAL] No, no, that's fine.
[AGENT][NEUTRAL] All right, thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII]. OK, I'll send that over to [PII], so she should be getting the, the paperwork within a few minutes, OK?
[CUSTOMER][POSITIVE] Alrighty, talk to you later then hopefully they'll get it all uh call over there and check with them, make sure they got it in the morning.
[AGENT][NEUTRAL] OK, and if they did not, just give us a call back, OK? And we can resend it.
[CUSTOMER][POSITIVE] All right, I'll do that. I'll call you over there from her office in the morning if they didn't get it because I'll be over there for an appointment in the morning at [PII] So thank you, ma'am. I appreciate it.
[AGENT][NEUTRAL] Oh OK.
[AGENT][POSITIVE] You're welcome, Mr. [PII], thank you for calling APR. You have a good afternoon.
[CUSTOMER][POSITIVE] Thank you. I appreciate the help. Bye now.
[AGENT][POSITIVE] You're welcome. Bye-bye.