AccountId: 011433970860
ContactId: dd52daa4-0428-4e2e-8032-1a26cea15448
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254979 ms
Total Talk Time (AGENT): 129508 ms
Total Talk Time (CUSTOMER): 94217 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/dd52daa4-0428-4e2e-8032-1a26cea15448_20250325T14:14_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Broker Resources. How are you doing?
[AGENT][POSITIVE] Hi [PII], I'm doing good. How are you?
[CUSTOMER][POSITIVE] I'm doing good. I have a gentleman on the line and he was curious. He's an older guy and and he was curious if you guys received his fax for his short term disability. Um, he didn't give me his name, um, but I do have him on the line if you wanna ask him a few questions.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you've not verified anything?
[CUSTOMER][NEUTRAL] No, I have not. He just asked if I received the fax and I'm honestly new and so I didn't even know where the fax was.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're fine this was for a um a claim form, is that right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yeah, um, I can, I can check with him. Do you have a callback number or anything?
[CUSTOMER][NEUTRAL] Um, it's gonna be [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, alright, thank you, you can go ahead and send him over.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Sir, are you still there? Yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect I have someone from our um claims department to help you out, OK? Thank you.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi, how are you?
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] So my name is [PII] um and we're just needing to see if we received a claim form for your disability is that right?
[CUSTOMER][NEUTRAL] Right, a fax. I sent a a claim form and um yeah, it should, I sent it in last night.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, first, if you don't mind, can I get your name, sir?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and then do you have your policy number, [PII]?
[CUSTOMER][NEUTRAL] Not offhand.
[AGENT][NEUTRAL] OK, um, I can.
[CUSTOMER][NEUTRAL] Let me see if I can find.
[AGENT][NEUTRAL] If it's easier I can start choosing your social.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, thank you. One moment.
[AGENT][NEUTRAL] OK, I do believe I found you. I'm just gonna verify some information really quick, [PII]. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. Uh, looks like it is a Cox email mhm.
[CUSTOMER][NEUTRAL] M
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. OK, and then just to verify the callback number from you in case we're disconnected that is [PII]?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][POSITIVE] Awesome. OK, thank you so much for verifying all of that, [PII]. OK, let's take a look here and you did say that that fax was sent uh last night?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I will say that sometimes it can take up to about 48 hours, uh, business hours, um, for that to be associated with your account as they do have to process that and of course link it to your policy. So I'm not seeing it just yet. So if you, let's see, and you did say that was faxed it's Tuesday you could check back um later today if you wanted to, um, or tomorrow, and we should be able to verify that we've received that, um.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And did you need your policy number, uh, for future reference, [PII]?
[CUSTOMER][NEUTRAL] I, I, I can't write it down because I'm temporarily blind.
[AGENT][NEUTRAL] Oh, OK, um, I understand. All right, um, let's see, I mean that's OK. I was able to find you with your social, so if you need to call back we could just do that. That's fine.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right. Well, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright well thanks for giving us a call [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you bye bye.