AccountId: 011433970860
ContactId: dc1113a8-f3b2-411b-8e48-331ae11b0741
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354679 ms
Total Talk Time (AGENT): 133698 ms
Total Talk Time (CUSTOMER): 132437 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/dc1113a8-f3b2-411b-8e48-331ae11b0741_20250213T21:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yeah, how you doing?
[AGENT][POSITIVE] I'm doing great.
[CUSTOMER][NEUTRAL] OK, yeah, I was calling, uh, I'm doing OK. Um, I was calling um to put a claim in.
[AGENT][NEUTRAL] How are you doing, sir?
[AGENT][NEUTRAL] OK, can I get your name and your callback number please?
[CUSTOMER][NEUTRAL] Uh yes, it's on [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And uh the phone number there in is uh [PII]
[AGENT][POSITIVE] OK, thank you, [PII].
[CUSTOMER][NEUTRAL] And the call back number will be [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] Um, I don't have it with me.
[CUSTOMER][NEUTRAL] I need to call and get it for you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No sir, if you wanna give me your social security number I can pull your policy up that way.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look you up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], can you verify for me your date of birth?
[CUSTOMER][NEUTRAL] verify what?
[CUSTOMER][NEUTRAL] My, my what?
[AGENT][NEUTRAL] Your date of birth?
[CUSTOMER][NEUTRAL] [PII], I'm sorry, uh, [PII] yeah, [PII].
[AGENT][NEUTRAL] Your birthday?
[AGENT][NEUTRAL] OK, thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, my address is [PII], zip [PII].
[CUSTOMER][NEUTRAL] Uh, email address is gonna be my last [PII], [PII], and telephone number is [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying all that information for me. All right, let me look.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Which policy were you wanting to file a claim on?
[CUSTOMER][NEUTRAL] Uh, short-term disability.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, I'm gonna refer you to our website.
[AGENT][NEUTRAL] So that you can get the claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that um website is [PII].
[CUSTOMER][NEUTRAL] Alright, you say [PII]?
[AGENT][NEUTRAL] Yes sir, when you get on the website you're gonna uh go to the top right hand corner and you're gonna click on claims and forms.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you're going to choose the short term disability form.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that very that very first page of the short term disability form has a cheat sheet for you tells you exactly what you need to send in for your claim.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] OK, well, I'll get that done. So once I get that, then I just, you said they had the steps on it for me to send it in for the plane, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir, now we also have an online service center if you wanna do it all over the computer, um, let me give you that website.
[CUSTOMER][NEUTRAL] OK. What is it?
[AGENT][POSITIVE] It's secured, S E [PII]
[CUSTOMER][NEGATIVE] Oh hold on, I can't hear my phone broke up.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] What what it is again, ECU what? What it is?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] It's
[AGENT][POSITIVE] It's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That in public.
[CUSTOMER][NEUTRAL] Oh, let me make sure I got it right. It's uh [PII].
[AGENT][POSITIVE] Yes, sir, you got it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alright thank you appreciate it thank you.
[AGENT][POSITIVE] You're, you're very welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, no, no. Like when I, um, do I have to bring this phone to my doctor, or what? This, um, phone I'm filling out.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, yeah, well I.
[AGENT][NEUTRAL] Yes, you're gonna fill out your part. The doctor's gonna fill out their part, your employer's gonna fill out their part.
[CUSTOMER][NEUTRAL] OK. What about on the 7th floor? I work for myself.
[AGENT][NEUTRAL] Well, you'll have to go through universal trucking for transfer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you alright appreciate it.
[AGENT][POSITIVE] You're, you're welcome. You take care. Be careful the road so much for calling APL.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright, OK.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Mm