AccountId: 011433970860
ContactId: e7969924-4118-4a73-9630-962c858984cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241600 ms
Total Talk Time (AGENT): 91698 ms
Total Talk Time (CUSTOMER): 96000 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/e7969924-4118-4a73-9630-962c858984cc_20250623T15:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I just wanna check on my, uh, continuance form uh to see if you see any information that I need. I, I think I, I think I need to go see my, uh, doctor, get a, uh, some information from him. I just wasn't curious. I just wanna see if you see anything that's it.
[AGENT][NEUTRAL] OK, so we're checking on a continuance form that you would send in to us?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, 244-456-6.
[AGENT][NEUTRAL] And then if I can get your first, last name, date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII], and then I just need to
[CUSTOMER][NEUTRAL] I'm sorry you cut off.
[AGENT][NEUTRAL] Oh, just the address on file. I apologize.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you so much. OK, so I do show that we received something on [PII]. Was that the date it was sent in?
[CUSTOMER][NEUTRAL] Yeah, that was my, uh, personal information that was needed and that that's usually all I sent, but I got a, I'm trying to see if you see anything out there. I got a letter and I think the letter mentioned something like on this portion, uh, sending my personal information like I did and something from my doctor. Do you missed anything from that? I was just curious. Any notes?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, I don't let me, I'm trying to see what kind of correspondence may have been sent out recently.
[CUSTOMER][NEUTRAL] Because is what does it show? Does it show you guys received it and everything, right? It's pending because your, your, your website does different now than it used to since you update it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Yeah it is and um so yeah it does show received and it just shows pending right now there's no it's not requesting anything it's not asking for anything.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, because
[CUSTOMER][NEGATIVE] It was your website. It's just throwing me off. This is so different from what it was.
[AGENT][NEUTRAL] Oh, I got you. Yeah. So, now, I see it's a continuing disability and I see that you signed, dated, send in the form, like I see all of that. Um, yeah, it's just pending, it looks like right now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I got a general question. uh, if when I go back to work, what do I need to do to like say, hey, I'm about to go back to work here, let's say in a month, just wanna let you guys know how do I do? Is there something in particular I do?
[AGENT][NEUTRAL] Let me see a, a return to work. Yeah, let's see. Um.
[CUSTOMER][NEUTRAL] I would you know.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Do lunch.
[AGENT][NEUTRAL] I'm not sure that we need anything if you're gonna return.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, what I'll do is I, I'll call in when it, when I do is if I may be releasing a couple of months I just call in and let you guys know.
[AGENT][NEUTRAL] Yeah, because I don't see that we need any form or anything like that so I would think it would just be of course not you know filing any continuing on claims so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, I'll just let you guys know I appreciate your help.
[AGENT][POSITIVE] Yeah, not a problem. Anything else?
[CUSTOMER][POSITIVE] That'll be it thank you.
[AGENT][POSITIVE] Alright have a good day bye bye.