AccountId: 011433970860
ContactId: 04032568-d84c-4c5d-af7b-7b03f982588f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 440720 ms
Total Talk Time (AGENT): 163895 ms
Total Talk Time (CUSTOMER): 72665 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/04032568-d84c-4c5d-af7b-7b03f982588f_20250523T13:41_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. Um, I got a call, um, from, uh, from the, you you guys um last it was last week, um, you said that I was owed some benefits from.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] From April through, I think she said [PII] to April, I mean to uh [PII].
[CUSTOMER][NEUTRAL] Um, now did I just need that paper to send my portion of the paper in or did I need my portion?
[CUSTOMER][NEUTRAL] The paper for myself and the doctor. That's what I was trying to find out.
[AGENT][NEUTRAL] OK, um, let me take a look at your policy so I can see what's going on and and what's being asked. Uh, Mr. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Um, I don't have the policy number with me. I can give you my social.
[AGENT][NEUTRAL] Sure, that's fine.
[CUSTOMER][NEUTRAL] OK, my number is [PII].
[AGENT][POSITIVE] Thank you and then your social whenever you're ready.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for the policies to come up here. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify your date of birth, mailing, and email address on file?
[CUSTOMER][NEUTRAL] Yes [PII] Defive. My email is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And do you mind if I place you on just a brief hold so I can look into the notes and see what's going on?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Can employer personal care insurer had not returned to her entire date was the insured her insurer thought his benefit was mixed. The reason he had not submit a claim for April. Her position claim form insurer offer for [PII], from [PII] [PII] will email.
[AGENT][NEUTRAL] Where is [PII]?
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] She will get me right.
[AGENT][NEUTRAL] Oh, I spelled that wrong.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] When is
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hey, Ms. [PII], I'm good. How are you doing?
[AGENT][NEUTRAL] OK, so the policy number is 109.
[AGENT][NEUTRAL] 3042.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. 3042.
[AGENT][NEUTRAL] So I just need to tell him to send in um just a regular claim form? OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, no, I didn't ask him, but I can.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 4:14. OK.
[AGENT][NEUTRAL] OK, so if he did return to work, he just needs to send in his claim form so he can get paid until April.
[AGENT][NEUTRAL] But if he
[AGENT][NEUTRAL] But if he didn't return, then he just needs the updated form from the doctor and him so we can pay him to [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. OK, thank you.
[AGENT][POSITIVE] OK. I just want to make sure. Thank you, Ms. [PII]. All right, bye-bye.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for the wait. Um, so let me ask you this first, have you returned to work yet?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so your um disability benefits will have maxed out as of [PII]. So all you'll need to do is get the claim form and have your doctor fill out their portion and you fill out your portion, um, so that the doctor can put, you know, whatever the new date is, um, so we can pay you up to [PII], which is when it maxed out.
[CUSTOMER][NEUTRAL] OK, OK, that, that's what I was wondering, so I think she put on, I think she put on on [PII], but if if that's OK, you know, I know it's through the 2nd, that's fine.
[AGENT][NEUTRAL] OK. So, yes, sir. As soon as we receive um your portion and the doctor's portion, we'll go ahead and um process it, so you'll get your April and the um up until the max.
[CUSTOMER][POSITIVE] OK. All right. OK, I'll get it in you.
[AGENT][NEUTRAL] All right, Mr. [PII], was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] OK, you too. Thank you.
[AGENT][POSITIVE] Thank you, you're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.