AccountId: 011433970860
ContactId: e23c1a4c-c96f-4814-87fa-8aa5eca2fb3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343679 ms
Total Talk Time (AGENT): 122132 ms
Total Talk Time (CUSTOMER): 158048 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/e23c1a4c-c96f-4814-87fa-8aa5eca2fb3d_20250225T18:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi. This is [PII] calling. How are you this evening?
[AGENT][POSITIVE] I'm doing well. How are you doing, Ms. [PII]?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I'm good. I needed to speak with someone uh I am filing for my social security benefits.
[CUSTOMER][NEUTRAL] And the last uh employment that I had was through around the clock uh contract company and the insurance company was APL.
[CUSTOMER][NEUTRAL] Uh, they told me that I needed to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'll have a CMSL 564 form filled out by the last.
[CUSTOMER][NEUTRAL] Insurance that I had.
[CUSTOMER][NEUTRAL] So I'm, I was calling to see if there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was calling to see if there um an an email address that I could send this form over to you guys for verification or how would I do that?
[AGENT][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] OK. All right. So first, um, what I'll need to do is uh um
[AGENT][NEUTRAL] Do you have your previous policy number?
[CUSTOMER][POSITIVE] Yes, I got it.
[AGENT][NEUTRAL] OK, what is that please?
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] OK, policy is 025.
[CUSTOMER][NEUTRAL] 391-66
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull in, we'll need to verify your policy first before I can.
[AGENT][NEUTRAL] Answer questions, but it's only gonna take a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then I'll also need your address, phone number, and email address that was on the policy.
[CUSTOMER][NEUTRAL] OK, address is [PII].
[CUSTOMER][NEUTRAL] And that is [PII].
[CUSTOMER][NEUTRAL] And email address is [PII].
[AGENT][NEUTRAL] OK, and then also your cell phone number, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you I appreciate you verifying your policy and if we're disconnected is this cell phone number you just gave me a good one to call you back on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, perfect. All right, so you have the form, but it needs to be filled out by APL is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the Social Security sent me um.
[CUSTOMER][NEUTRAL] The form by email yesterday and she said that um that I needed.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] The employer.
[CUSTOMER][NEUTRAL] It says to upload, then upload evidence of group health plan or large group health plan. The uh
[CUSTOMER][NEUTRAL] I need the effective date and the date that it ended.
[CUSTOMER][NEUTRAL] Because I had um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it says to do that through the employer?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I can give you the effective date and your and your um termination date and then it sounds like you need to send that to your employer for them to fill out.
[AGENT][NEUTRAL] Um, but let me give you, let me give you those dates.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So your effective date on this policy was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] or [PII], OK.
[AGENT][NEUTRAL] And the policy terminate.
[AGENT][NEUTRAL] Yes, the policy terminated on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So there's 8:24 826 or 24.
[CUSTOMER][NEUTRAL] And it terminated
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I'm I'm, this is my first time trying to get this kind of stuff done. So I need to talk to uh around the clock for American public life.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I would um go to around the clock because it states your employer um let them know that you're effective that that you got the effective date from us.
[AGENT][NEUTRAL] Um, and that would they please fill out the paperwork for you and send it back to Social Security?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alright then, alright, thank you so much I appreciate it.
[AGENT][POSITIVE] You're very welcome, [PII].
[AGENT][POSITIVE] Is that you too you have a good rest of your week and thanks for calling APL.
[CUSTOMER][POSITIVE] You have a good day now.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] Bye-bye.