AccountId: 011433970860
ContactId: f0bac870-a17d-4acd-ba39-f336b368a798
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141990 ms
Total Talk Time (AGENT): 79592 ms
Total Talk Time (CUSTOMER): 63286 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/f0bac870-a17d-4acd-ba39-f336b368a798_20250122T17:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey, I am speaking to the right person. This is [PII] with the care team. How are you doing?
[AGENT][NEUTRAL] All right, how are you doing?
[CUSTOMER][POSITIVE] Hey, I'm doing great. I had a quick question, um, and not really a quick question. I've got an insured on the line who has a question about a disability claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm looking at policy number 2117201.
[AGENT][NEUTRAL] OK, yeah, I tell him we need the on the instruction of his claim form, it tells them that the group UTBA have to complete their policyholder portion of the claim form. If you go to my notes, I just put in notes, the person he's supposed to get in contact with and the phone number because I figured they would call.
[CUSTOMER][POSITIVE] Perfect. You are so awesome so I actually um.
[CUSTOMER][NEUTRAL] And I'm just like I wanna make sure I understand this correct where on the claim form because I see this time.
[AGENT][NEUTRAL] On, uh, that's somebody that's, he pulled the wrong claim form. He's supposed to get the UTBA claim form. Uh-huh.
[CUSTOMER][NEUTRAL] you be
[CUSTOMER][POSITIVE] Got you, and that, that's what happened. OK, that was so much fun.
[AGENT][NEUTRAL] Uh-huh. Yeah, yeah, he, he, he must, he must have pulled the wrong claim form, but his form has to be filled out by [PII] and give, give him that number to contact them.
[CUSTOMER][NEUTRAL] OK perfect and you said all that information was in the notes?
[AGENT][NEUTRAL] Yeah, on my notes, it is, in my notes, if you go to notes, I just put it in there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh my goodness, I'm sorry. I checked the EOB NT screen, but I didn't even um.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I didn't, I'm sorry. I should have looked in the note.
[AGENT][NEUTRAL] No, that's all right. No, we don't, we wouldn't put that on the Air BNT. That, that, that, that code that DL 38, tell them what we need. The policyholder needs the employer pushing the claim form and on his claim form with UTBA claim form, it gives all this information that I got with the phone number and everything, yeah.
[CUSTOMER][POSITIVE] Perfect and what I'm gonna do is I'm actually gonna email them a copy of the correct claim form so in the future they have it on file.
[AGENT][NEUTRAL] OK, that'll be fine. OK.
[CUSTOMER][POSITIVE] Awesome. You are the best. Thank you so much for that information.
[AGENT][POSITIVE] You're welcome. You have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.