AccountId: 011433970860
ContactId: ff6cceab-33fb-4a83-a6d9-314f9b3f9417
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303760 ms
Total Talk Time (AGENT): 105020 ms
Total Talk Time (CUSTOMER): 85767 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/ff6cceab-33fb-4a83-a6d9-314f9b3f9417_20250128T14:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling Etel's [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, I had a few questions about um my policy. Um, I have short term disability through my employer, and I just wanted to get some information. Um, I, I'm planning on filing a claim because I'm pregnant. I needed to know if I need to wait till after I have the baby because on the claim form it does ask delivery method and date of delivery.
[CUSTOMER][NEUTRAL] As well as I needed to know my um policy number.
[AGENT][POSITIVE] OK, I can help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Excuse me, can I get your last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what um city and state do you live in?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, give me one second.
[AGENT][NEUTRAL] Can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And lastly your email address.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] My last what? I'm sorry?
[AGENT][NEUTRAL] Can you verify your email address?
[CUSTOMER][NEUTRAL] Oh yes, uh, [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], thank you for that. And you said you wanted to obtain your policy number and to see if um you would submit the claim form before you deliver?
[CUSTOMER][NEUTRAL] Yes, since one of the questions on here is asking date of delivery and then delivery method.
[AGENT][NEUTRAL] OK, so your policy number, it's gonna be 244.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 3784.
[AGENT][NEUTRAL] And let me look in the policy.
[AGENT][NEUTRAL] I think I just, just asking, um, once you turn the application in, it asks when that delivery date is um and method um so that way that they know how long to provide the benefits for, but let me confirm that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause you're still currently working, correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, yeah. So she, you would um fill it out, like I said, once you're um at that time because the doctor would have to fill the form out as well because there's a section on there for a physician to fill out. Um, so they would know like how long you will be out, I mean, if you haven't like have the, the baby yet. So you would send that in once that time comes. And that's for any disability claim.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK, so I was just.
[CUSTOMER][NEUTRAL] Oh OK so I would just wait then until I actually deliver and then fill this out and submit it.
[AGENT][NEUTRAL] Yes, ma'am. And then like I said, there's a portion for the physician to fill out and so that um and they normally put on how long you're gonna be out and that's how we determine how long you can get the disability for.
[CUSTOMER][POSITIVE] Oh, OK. OK. Well, that, that sounds good. Thank you so much.
[AGENT][POSITIVE] No problem, Miss [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that was it.
[AGENT][POSITIVE] Alright, well thanks for calling AP. You have a wonderful day.
[CUSTOMER][NEUTRAL] Alright, you too.