AccountId: 011433970860
ContactId: f46119d9-f33f-425b-b88b-43bb72c6f368
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283820 ms
Total Talk Time (AGENT): 72304 ms
Total Talk Time (CUSTOMER): 130431 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/f46119d9-f33f-425b-b88b-43bb72c6f368_20250227T19:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling A. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good afternoon. My name is [PII].
[CUSTOMER][NEUTRAL] I'm calling to uh find out something about my.
[CUSTOMER][POSITIVE] Disability clean.
[AGENT][POSITIVE] OK, I can help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my call back number is [PII].
[AGENT][NEUTRAL] OK, give me 1 2nd, please.
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Yes, my policy number is 02432636.
[AGENT][NEUTRAL] Your date of birth?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Can you verify your address?
[CUSTOMER][NEUTRAL] My address, my mailing address.
[CUSTOMER][NEUTRAL] It's uh [PII], I mean my home address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And lastly, can you verify your email address?
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], thank you for that. You said you had a question about your claim or your policy?
[CUSTOMER][NEUTRAL] About my claim, I received since I've been uh.
[CUSTOMER][NEUTRAL] Dis disability, I mean since I've been off.
[CUSTOMER][NEUTRAL] Yeah, I, I received one claim.
[CUSTOMER][NEUTRAL] That was uh
[CUSTOMER][NEUTRAL] That was in January, but I not to see you.
[CUSTOMER][NEUTRAL] No more, uh, no more.
[CUSTOMER][NEUTRAL] No more money.
[AGENT][NEUTRAL] I'm sorry, can you repeat that again?
[CUSTOMER][NEUTRAL] Yes, I see, I, I received the first.
[CUSTOMER][NEUTRAL] The first, uh, payment in January.
[CUSTOMER][NEGATIVE] But from from then and now receive no more payment.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm looking, um, and it looks like you called earlier and the rep stated that.
[AGENT][NEUTRAL] We sent out a claim form to you and that needs to be filled out to continue the, the disability.
[CUSTOMER][NEUTRAL] OK, so every time that you, you.
[CUSTOMER][NEUTRAL] To get a claim, you have to fill out the form.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, could you please send it to my email address? I told the lady before, so I sent it to my email address, but, uh, up to now I haven't received it, so I want you to see if you could please send it.
[CUSTOMER][NEUTRAL] So my email address at
[AGENT][NEUTRAL] Yes, I mean, I'm, I'm showing that you called about an hour ago and um they are gonna be sending that to your email. I mean, it's not gonna be right away, but it, it'll be sent to your email.
[AGENT][NEUTRAL] Per the notes that I'm looking at.
[CUSTOMER][NEUTRAL] OK, I thought you
[CUSTOMER][NEGATIVE] OK, I thought she had already sent it and because I now receive it and the reason why I called back.
[AGENT][NEUTRAL] No, sir. Um,
[AGENT][NEUTRAL] You would just have to allow for um.
[AGENT][NEUTRAL] Because sometimes they send them by the end of the business day, but like I said, we don't, it doesn't, it's not sent right away but like I said I do see the note where they're gonna send that to you and um it'll be sent over to you.
[CUSTOMER][NEGATIVE] So with that now I have to complete the same thing over again. I have to get my company to fill the portion.
[CUSTOMER][NEUTRAL] Now how to get the, the doctor to fill his portion also?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK then, uh,
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] I now know that how it was, so I would just have to work on it.
[CUSTOMER][POSITIVE] And get it going.
[AGENT][POSITIVE] Alright, Ms. [PII], no problem. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] That would be all. That would be all. I just, I want to know if they had sent it to my email, but I don't understand now. That'd be all. Thank you.
[AGENT][POSITIVE] All right, no problem, Mr. [PII]. Well, thanks for calling. You have a wonderful day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.