AccountId: 011433970860
ContactId: 09c98e56-d51e-4111-84db-d0eb4ae21f80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354970 ms
Total Talk Time (AGENT): 84121 ms
Total Talk Time (CUSTOMER): 103540 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/09c98e56-d51e-4111-84db-d0eb4ae21f80_20250224T18:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to find out a little bit more about my claim that's filed, um, do you, should you like just look into my policy or?
[AGENT][NEUTRAL] Yes, ma'am. What's your name and your policy number, please?
[CUSTOMER][NEUTRAL] My name is [PII], and let me get my policy number. Mm.
[CUSTOMER][POSITIVE] That's the fastest way to get to it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] OK, the policy number is 2294247.
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII] um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I do show a different email address, but it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you say you're calling about a claim that was processed or checking claim status?
[CUSTOMER][NEUTRAL] Um, the original claim is, well, my, my issue is they only pay 333 for the month of February. I'm still on leave and I don't return back to work until [PII]. So I was wondering why my amounts changed.
[AGENT][NEUTRAL] Uh, let me see, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me see the claim information receipt, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, my computer is running slow. Give me one moment.
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][NEUTRAL] Well, uh, it paid up to the expected work date, which is showing December, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK, yeah, so no, so what do you what do you guys need to show that my doctor extended my.
[CUSTOMER][NEUTRAL] Leave
[AGENT][NEUTRAL] Uh, we will need the physician's portion of the form, uh, which the, the claim form is available on our website. They would need to fill out their portion showing that you will be, uh, out longer than what we show as a return to work date.
[CUSTOMER][NEUTRAL] And I think they um because I was having to turn in the page every month, so would that be that page plus.
[CUSTOMER][NEUTRAL] Would that be that?
[AGENT][NEUTRAL] Uh, yes, I am.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] I wonder
[CUSTOMER][POSITIVE] Send it over to them and they fill it out without me having to actually go in.
[AGENT][NEUTRAL] You should be able to download the form and email them um their portion because that's
[AGENT][NEUTRAL] We would need a portion of the form which is showing that you out later, that what we show.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I don't need to redo the entire form. I just need to do the, what is it? Oh, page 6.
[AGENT][NEUTRAL] Uh, just the physician's portion.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, got it, thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, not right now. So they'll pay me for the remainder of February and I guess it'll be only portion for March since I, it's mid March instead of mid February. Is that what'll happen?
[AGENT][NEUTRAL] Uh, if approved, yes, ma'am.
[CUSTOMER][POSITIVE] OK, sounds good thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.