AccountId: 011433970860
ContactId: df7dcd39-4206-4b0a-93c6-77bfda3b6cea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298880 ms
Total Talk Time (AGENT): 96110 ms
Total Talk Time (CUSTOMER): 63890 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/df7dcd39-4206-4b0a-93c6-77bfda3b6cea_20250224T14:08_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I was just checking to see the status of my claim and where I'm at and uh do you guys have direct deposit just uh just another general question.
[AGENT][NEUTRAL] Yes, sir, we do. Um, can I get your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I have two. Can you my accident one is 2444567.
[CUSTOMER][NEUTRAL] And my disability is 244456-6. I got something under both of them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I get your name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII].
[AGENT][NEUTRAL] Can you please verify your mailing address and your email address?
[CUSTOMER][NEUTRAL] Yeah, [PII], and email address [PII].
[AGENT][POSITIVE] Thank you, it's a good call back number the [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you said you're checking claim status?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh let's see.
[AGENT][NEUTRAL] Let me look to see what we you submitted on your accident.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, on your accident we need itemized bills.
[CUSTOMER][NEUTRAL] Out of my bills.
[AGENT][NEUTRAL] Yeah, um, you just sent the medical records and the claim form. We need an itemized billing of your charges.
[CUSTOMER][NEUTRAL] Well, that's what the the lady asked me, that's what she asked me just to see it. Oh my goodness.
[AGENT][NEUTRAL] So that's
[CUSTOMER][NEUTRAL] What about my disability? I've been off since the [PII].
[AGENT][NEUTRAL] Yeah, so let me look at the disability.
[AGENT][NEUTRAL] OK, and on your disability, we need the policy holder statement or the employer's statement.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I think we can I can email that directly to your employer and get them to fill that out for you.
[CUSTOMER][NEUTRAL] Well, my agent.
[CUSTOMER][NEUTRAL] My agent said that y'all needed my W-2 form.
[AGENT][NEUTRAL] Yes sir, we need there's a form that your employer has to complete.
[AGENT][NEUTRAL] I don't know why your agent told you that.
[CUSTOMER][NEUTRAL] Is that the only form?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Can you just uh email it to me?
[AGENT][POSITIVE] Yes sir, I'll be more than happy to email it to you.
[AGENT][NEUTRAL] And you want it at [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, yes, sir, um, I'll start working on that right now and you should have it within the next 10 to 5 to 10 minutes.
[CUSTOMER][NEUTRAL] Is is that all you guys need? It's just that form?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're so very welcome, Mr. [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That'll be it mhm.
[AGENT][POSITIVE] Alright, thank you for calling APO have a good day.