AccountId: 011433970860
ContactId: f0fccf24-b954-4ace-9b23-88a312928c2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500540 ms
Total Talk Time (AGENT): 250405 ms
Total Talk Time (CUSTOMER): 113091 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/f0fccf24-b954-4ace-9b23-88a312928c2e_20250319T14:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, I was checking to see if I received my face for my disability on the phone.
[AGENT][NEUTRAL] If we received your fax for your disability claim, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I can check that for you. Can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] Um, one second on the policy number.
[AGENT][NEUTRAL] If you don't know it, I can look it up with your social.
[CUSTOMER][NEUTRAL] I'm I'm about to get it. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your phone number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, I appreciate that. And if we get disconnected, Ms. [PII], is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Alright, so I'm looking to see that we received the claim form for disability on [PII].
[AGENT][NEUTRAL] Uh, let me see what it says.
[AGENT][NEUTRAL] OK, it's got two remarks on it.
[AGENT][NEUTRAL] Um, and I'm gonna read those to you. The claim form submitted was incomplete. In order for additional consideration to be given to your claim, please complete the statement of insured, which is the employee's portion of the claim form in its entirety.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the employees portion needs to be completed.
[CUSTOMER][POSITIVE] Yes, um, those parts have been completed already and since.
[AGENT][NEUTRAL] OK, and you, OK.
[CUSTOMER][NEUTRAL] Even my part. It was on [PII].
[AGENT][NEUTRAL] On [PII], that was yesterday, right, so you're just gonna need to give it a little bit of time for them to get through the faxes and um.
[CUSTOMER][NEUTRAL] Was mine and
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Start the process of it.
[AGENT][NEUTRAL] Maybe call back tomorrow and see if it's um if we're able to see it by then.
[AGENT][NEUTRAL] Did you get a confirmation number?
[CUSTOMER][NEUTRAL] OK, so the job.
[AGENT][NEUTRAL] Oh, you sent it
[CUSTOMER][NEUTRAL] Yes ma'am, the job part it.
[CUSTOMER][NEUTRAL] The job sent theirs on [PII].
[AGENT][NEUTRAL] Oh, OK, I'm not showing.
[AGENT][NEUTRAL] That we have received anything since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I do have the confirmation number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah and you're saying that your employer is the one that sent it, is that correct?
[CUSTOMER][NEUTRAL] Yes, they sent my part and their part.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You can ask them if they wouldn't mind just resending it.
[AGENT][NEUTRAL] Um, you can do it by fax or you can do it through the online service center or you can mail it either way.
[CUSTOMER][NEGATIVE] Yes, I try to do it on the online part but it won't let me.
[AGENT][NEUTRAL] It wouldn't let you?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me look at it then because uh-huh.
[CUSTOMER][NEUTRAL] And when I went
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEGATIVE] When I went to the post office for them to fax it, the fax wouldn't come through.
[AGENT][NEUTRAL] When it come through to us.
[CUSTOMER][NEUTRAL] Yes, ma'am. And I called them to let them know, but.
[AGENT][NEUTRAL] OK, let's verify the fax number, make sure that we have the correct one that you have the correct one for the claims.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] You know.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, that's the fax number we're using.
[AGENT][NEUTRAL] OK and then let me also look at the online service center and.
[AGENT][NEUTRAL] See
[AGENT][POSITIVE] What's going on there because that's the best way and it also gives you updates on where your claim is at in the process too.
[AGENT][NEUTRAL] OK, I'm showing that you're signed up for it.
[AGENT][NEUTRAL] Do you want your um user name so you can reset your password?
[CUSTOMER][NEUTRAL] I'm just, I could try it again, but I um.
[CUSTOMER][NEUTRAL] Yes, I can get a username.
[AGENT][NEUTRAL] You've got it? OK. All right, yeah. I'm showing that you're active.
[CUSTOMER][NEUTRAL] No I think um you can um give it to me.
[AGENT][POSITIVE] Yes, it's [PII] and [PII] is lower case.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] I tried again, but I know it wouldn't let me last time when I tried to um do it online.
[AGENT][NEUTRAL] OK alright well if you wanna try again if not then you have the fax number and try to resubmit because like I said we're we haven't received anything since February.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] All right. You're very welcome, Miss [PII]. Is there anything else I can do to help you before we go?
[CUSTOMER][NEUTRAL] Um, oh, what's your website again?
[AGENT][NEUTRAL] It is um for the uh online service center is that the one you're you're needing?
[CUSTOMER][NEUTRAL] Yes, ma'am, the um submit.
[AGENT][POSITIVE] It's [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so it's supposed to be [PII].
[CUSTOMER][NEUTRAL] [PII]. You want it.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] It's secured. [PII].
[CUSTOMER][NEUTRAL] Yes, that's I got a [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's saying that website not pulling up.
[AGENT][NEUTRAL] It's not pulling up for you. Are you trying to use the phone?
[CUSTOMER][NEUTRAL] No, I'm on my own laptop.
[AGENT][NEUTRAL] Your laptop.
[AGENT][POSITIVE] Hm, well, we're not having any problems with it and you did it secured. [PII]?
[CUSTOMER][NEUTRAL] When I took Secure out and put it in public, it came up.
[AGENT][NEUTRAL] Oh, OK. Well, [PII] is a different website.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] That one has like all your forms on it, all your claim forms if you were going to file um by mail.
[CUSTOMER][NEUTRAL] You got a login part. It's an online service center.
[AGENT][POSITIVE] OK, good, that's what you need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'll try it.
[AGENT][NEUTRAL] OK. Anything else, Miss [PII], I can help you with?
[CUSTOMER][POSITIVE] No ma'am, thank you.
[AGENT][POSITIVE] Alright, well you take care and have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye-bye