AccountId: 011433970860
ContactId: ff14a30e-cf8a-4275-b47b-c29e495d569e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197440 ms
Total Talk Time (AGENT): 92001 ms
Total Talk Time (CUSTOMER): 61735 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/ff14a30e-cf8a-4275-b47b-c29e495d569e_20250108T17:05_UTC.wav
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[AGENT][NEUTRAL] Callingfield, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, um, I'm needing to file a claim and I don't know how to do that.
[AGENT][NEUTRAL] OK, I can help you with filing a claim.
[CUSTOMER][NEUTRAL] I had surgery.
[AGENT][NEUTRAL] And may I ask who I'm speaking with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have your policy number?
[CUSTOMER][NEGATIVE] I do not have a clue.
[CUSTOMER][NEUTRAL] I've looked for my paperwork. I've put it somewhere safe and I cannot find it anywhere.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and may I have your social?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And that was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And Ms. [PII], can you please verify your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Can you also verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And for our records, can you verify your email address?
[CUSTOMER][NEUTRAL] I'll give you my work one. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, you're needing to file a claim. It looks like you have disability coverage with us?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so there is.
[CUSTOMER][NEUTRAL] What is my account number?
[AGENT][NEUTRAL] I can give that to you. It is, let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There is a disability claim form that will need to be completed. That disability claim form can be obtained on our online service center or we can mail you a claim form or fax one to you or email one to you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You can, uh, you can email it to me or I, I'll start back tomorrow, so I'll be able to get it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once you get the form completed, there'll be a section for you to complete your employer and and your physician and then once you have all those documents, you can submit those claims into us on our online service center. If you don't have an account set up, you can set up your account to submit those online or you can either mail them in or fax them into us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Will I have the fax number on there?
[AGENT][NEUTRAL] Yes, that information will be on the claim form.
[AGENT][NEUTRAL] And would you like our website address, our online service center?
[CUSTOMER][NEUTRAL] No, cause I'll, I, I'll fax it, and it'll probably be on that paperwork.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, I just need to get that started. I should have done this a long time ago.
[AGENT][POSITIVE] OK, well I will get that claim form emailed over to you. Well, thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Uh-huh. Bye-bye.
[AGENT][NEUTRAL] Bye.