AccountId: 011433970860
ContactId: f5f54616-c934-4905-afcd-85cb29b6fc6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219020 ms
Total Talk Time (AGENT): 86037 ms
Total Talk Time (CUSTOMER): 102585 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/f5f54616-c934-4905-afcd-85cb29b6fc6f_20250121T14:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, I am trying to, I'm finally getting in all of the pieces and parts of this, this short term disability claim forms together.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And one question I have.
[CUSTOMER][NEUTRAL] What is my policy number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I can help you with your policy number. Um, let me get some information for you, Ms. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] [PII], uh, yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that, and then I can also look the policy up with your social if you don't mind.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for everything to pull up here.
[AGENT][NEUTRAL] And you said this is for short term disability. Oh here it is.
[AGENT][NEUTRAL] OK, and I just need to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Physical address [PII].
[CUSTOMER][NEUTRAL] Email
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And I'm showing that the policy number is 124.
[AGENT][NEUTRAL] 5023.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] 1245023
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you, um, uh.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with?
[CUSTOMER][NEGATIVE] Oh yes ma'am. I don't see a mailing address to mail this to you guys. I am housebound and do not have access to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A fax machine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or, and I do not know how to scan.
[CUSTOMER][NEUTRAL] Into my computer to file it.
[AGENT][NEUTRAL] Oh, well, no, that's not, that's not a problem at all. So, hold on one moment, I'm gonna pull up the form so I can show you where it is, but then I can also give it to you if you'd like, just so you'll have it. Um, do you have a like a copy of the claim form there with you? I just want to show you where the address is.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so like on the first page of 8 that has a disability claim form.
[CUSTOMER][NEUTRAL] I get I go find one. I'm sorry, like I said, I got a pile here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] Oh, this one dropped off at that one and this one dropped off at that one and sent the husband to pick it up and
[AGENT][POSITIVE] It's a lot to get together. It's totally fine.
[CUSTOMER][POSITIVE] Bless his heart he's been good. OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] I got page one
[AGENT][NEUTRAL] Alright, so look down at the bottom, uh, PO Box 248. Yes, ma'am.
[CUSTOMER][NEUTRAL] Is that the at the very bottom?
[CUSTOMER][POSITIVE] PO Box 24, got you, thank you.
[AGENT][NEUTRAL] That's the claims mailing address. You're welcome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Not at the moment that I know of. I'll think of something later.
[AGENT][POSITIVE] Alright, well, we'll be here to help you. Thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you have a great day bye bye.
[AGENT][POSITIVE] You're welcome. You also bye bye.