AccountId: 011433970860
ContactId: e07cc94e-194c-4932-ad6e-7982ce241d02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141500 ms
Total Talk Time (AGENT): 79419 ms
Total Talk Time (CUSTOMER): 68832 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/e07cc94e-194c-4932-ad6e-7982ce241d02_20250609T13:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yeah, that's it, this is [PII], and I talked to you last [PII], and you told me to send in the um.
[CUSTOMER][NEUTRAL] 2nd page of the disability claim form and authorized to disclose protected information.
[CUSTOMER][NEUTRAL] And we sent that the same day, we faxed it the same day. And then Saturday in the mail we got uh a request from American Public Life and it says
[CUSTOMER][NEGATIVE] The claim form was submitted was incomplete in order to.
[AGENT][NEUTRAL] OK, let me have your policy number. I'll be able to tell you if we received it or not. What's that policy number?
[CUSTOMER][NEUTRAL] 023
[CUSTOMER][NEUTRAL] 1002310691.
[AGENT][NEUTRAL] OK, start. OK, start, start over for me. What is it?
[CUSTOMER][NEUTRAL] 02310691
[AGENT][NEUTRAL] All right, thank you. And before we start, just verify your date of birth and, and his date of birth and mailing address for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the mailing address?
[CUSTOMER][NEUTRAL] And what else? [PII]. [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, thank you for the information. Yeah, when you, when you, when you spoke to me on the [PII], you said the [PII] or the [PII], [PII], that claim was already processed going out letting you know what we needed.
[CUSTOMER][NEUTRAL] The [PII], yeah.
[AGENT][NEUTRAL] When I spoke with you, yeah, you said you was gonna send it in and it did come in on 663, but that was after that went out. So I haven't reviewed that new piece of mail came in on [PII], but if that's what you sent in, that's what we needed, it will be reviewed. So, so, uh, just give us a chance to look at it because we have.
[CUSTOMER][NEUTRAL] Uh, that's why I thought maybe it crossed in the mail, but then I thought, well, maybe you needed that, maybe you needed that disability claim form filled out, and you told me that I just haven't sign it and date it. so if you.
[AGENT][NEUTRAL] It did.
[AGENT][NEUTRAL] Yeah, that's all you had to do. So I will look at it if.
[CUSTOMER][NEUTRAL] OK, if you just get back to me sorry.
[AGENT][NEUTRAL] OK, I will, I will, I'll get back to you if we need any additional information, I'll give you a call, OK?
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] All right, anything else I can help you with today?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] All right, well, you have a wonderful day. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] You too thanks thank you.
[AGENT][NEUTRAL] Bye bye.