AccountId: 011433970860
ContactId: f4fc9a68-5844-456f-8429-3f9ef10931e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170500 ms
Total Talk Time (AGENT): 98066 ms
Total Talk Time (CUSTOMER): 82961 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/f4fc9a68-5844-456f-8429-3f9ef10931e3_20250114T20:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking to? How may I help you?
[CUSTOMER][POSITIVE] Well, happy New Year, [PII]. How are you doing?
[AGENT][POSITIVE] I'm good and you, [PII] how are you?
[CUSTOMER][POSITIVE] I'm doing good, thank you. I appreciate it. Can you just look at something real quick for me and see if this will suffice? It's policy number 2462158.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On that open document he was calling to see if we received the position portion.
[CUSTOMER][NEUTRAL] For the discontinuing disability?
[AGENT][NEUTRAL] OK, let me take a look.
[CUSTOMER][NEUTRAL] And it looks like the page 5 could be, but it doesn't say physician statement. So before I tell him we've got what we need.
[AGENT][NEUTRAL] What's his name? [PII]? OK. I just wanna make sure I was looking at the right thing. OK, let me go look, let me go look in on that.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Let me go look at one base. Let's see. You're welcome. You're quite welcome. Let's see here alright.
[CUSTOMER][POSITIVE] I appreciate your help.
[CUSTOMER][NEUTRAL] Because he stated that the doctor sent it in on the [PII], but.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And this was like excuse me, this came from him.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] It does.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] But it looks like that might be the doctor's signature at the bottom.
[AGENT][NEGATIVE] I gotta look at it. You know, this on base is so slow. Well, it's so slow. Something got you strangled. So I see statement of insured.
[CUSTOMER][NEUTRAL] Lord have [PII].
[CUSTOMER][NEGATIVE] So slow.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So let me go see exactly what they said they needed.
[CUSTOMER][NEUTRAL] Employee and physician form.
[AGENT][NEUTRAL] OK, because this only looks like employee form to me does not look like the physician, but let me, I just wanna make sure.
[CUSTOMER][POSITIVE] Oh yeah, see that must be his signature. Good, great.
[AGENT][NEUTRAL] The employee and physician. Yup, and um so we still don't have the physician form. And we go back, uh, you know, I just wanna, you know, the doctors will tell them we sent it. Yeah, see that form, when you start looking at this on page 4, that's a statement of the insurer, that's his form.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, and I knew that, but it was the next page that was just kinda had me.
[AGENT][NEUTRAL] So that's his form.
[AGENT][NEUTRAL] But that's the continuation of his form.
[AGENT][NEUTRAL] But yeah, that's, that's his acknowledgment. That's his signature. Yeah, if it's the doctor's form, it's gonna say attending physician's statement.
[CUSTOMER][NEUTRAL] OK. But it's not the doctor.
[CUSTOMER][NEUTRAL] Got you. OK.
[AGENT][NEUTRAL] But this is all he is. We don't, he needs to, we need, we still don't have a physician.
[CUSTOMER][NEUTRAL] I can tell him. I just wanted to check and make sure.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] I do appreciate your help. It's so good to talk to you and I hope you have a great afternoon.
[AGENT][POSITIVE] You're welcome. All right, say likewise and [PII]. OK. Bye-bye.
[CUSTOMER][POSITIVE] [PII]. Bye bye.