AccountId: 011433970860
ContactId: e357e75f-be58-4895-82d5-f95a7bf774b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171399 ms
Total Talk Time (AGENT): 81573 ms
Total Talk Time (CUSTOMER): 49877 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/e357e75f-be58-4895-82d5-f95a7bf774b6_20250331T15:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, my name's [PII]. I'm calling to find out if you guys got the paperwork for my temporary disability insurance.
[AGENT][NEUTRAL] Oh, was this regarding a claim?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can see if we received that information. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then did you have your policy number?
[CUSTOMER][NEUTRAL] I have my card
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What number is policy certification number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 02597992
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And you did say this was for your short term disability, correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. All right, and then I'm just gonna verify some information really quick, [PII]. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. Looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] That's it thank you so much for verifying that information, [PII] so it does not look like we have yet received uh any claim information um how was that submitted to us? Was that through the mail?
[CUSTOMER][NEUTRAL] I filled out my part and gave it to the doctor, and he said he wasn't faxing it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, uh, so depending on when he does that, it can take up to 48 business hours for that information to reflect that it's been on your account, um, so it's possible that we're just still waiting on that.
[CUSTOMER][NEUTRAL] OK, so I call back because I'm, I'm in getting two more toes cut off, so.
[AGENT][NEUTRAL] Sure, I would also verify, um, with the physician that it has been sent um because you know that but they might not have sent it just yet, but if they verify that it has, then again within 48 business hours of it being sent I would go ahead and give us a call back.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][NEUTRAL] All right, was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.