AccountId: 011433970860
ContactId: 0a087263-3c15-461d-8765-13afa9e3a78e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363140 ms
Total Talk Time (AGENT): 102843 ms
Total Talk Time (CUSTOMER): 204584 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/0a087263-3c15-461d-8765-13afa9e3a78e_20250130T14:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII], and I'm calling from Mas Meyer Concrete. My group number is 25639.
[AGENT][NEUTRAL] OK, let me pull up the group information real quick.
[AGENT][NEUTRAL] And [PII], what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Can you verify your email address, the billing address for this location?
[CUSTOMER][NEUTRAL] Yes, it is um [PII].
[CUSTOMER][NEUTRAL] And the billing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is your Gmail account the email address of record for the group?
[CUSTOMER][NEUTRAL] Yeah, it's uh I said [PII] that's what I say. Sorry, I'll give you my personal.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you
[CUSTOMER][NEUTRAL] Oh my [PII].
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Yeah, oh.
[AGENT][NEUTRAL] One moment, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's, you said it's, you gave me the group name, Omiya Concrete.
[CUSTOMER][NEUTRAL] Yes, mashed Mayo from, yeah, sorry yeah.
[AGENT][POSITIVE] All right. And how can I help you today?
[CUSTOMER][NEUTRAL] So I'm calling um to check on a, on a claim that I submitted for one of my team members um have the I have the.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The, what's it called, the claim number if you that can help you.
[AGENT][POSITIVE] That's, that's great. Mhm. What's that number?
[CUSTOMER][NEUTRAL] OK. It's 354.
[CUSTOMER][NEUTRAL] 8241.
[AGENT][NEUTRAL] Mhm. Can you verify the employee's name and date of birth for me?
[CUSTOMER][NEUTRAL] Let me check something.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] And um his date of birth is, oh, come on, go get her.
[CUSTOMER][NEUTRAL] Sorry, give me one second. Find me out.
[CUSTOMER][NEUTRAL] OK. His date of birth is [PII].
[AGENT][POSITIVE] All right. Thanks for that information, [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, I just thought that the, the claim number that I gave you is um
[CUSTOMER][NEUTRAL] It's, I don't know if it, because I, I had to send me the physician portion a second time, so that is the claim number that I gave you, but I have the original claim number for his short term disability application if he.
[CUSTOMER][NEUTRAL] You need
[AGENT][NEUTRAL] So are you calling about claim number 354-8241 or the one that.
[CUSTOMER][NEUTRAL] Well, I just noticed that that was when I submitted his physician form because when I submit the original, they said that they could not be uh the physician portion of it, so I had to submit that separate. um.
[CUSTOMER][NEUTRAL] Uh, so I don't know if he.
[CUSTOMER][NEUTRAL] That makes any difference, it was, you know, if it was, if you need the original, I can give you the other one, the original one.
[AGENT][NEUTRAL] Are you just checking the status?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Of the disability, OK, so we.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] I went back and processed it on the [PII].
[CUSTOMER][POSITIVE] Oh, good. OK.
[AGENT][NEUTRAL] And I'm showing.
[AGENT][NEUTRAL] That the benefit payment was issued.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, of course, to [PII] via mail.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And so he probably have already received this check.
[CUSTOMER][NEUTRAL] Yeah, cause he called me and he grew up at [PII]. He called me yesterday and he said that he
[CUSTOMER][NEUTRAL] He got like a statement like uh telling you how much, but he did not get a check.
[AGENT][NEUTRAL] OK, so it's, it's.
[CUSTOMER][NEUTRAL] Is it possible for you guys to check if he, he, you know, he got
[CUSTOMER][NEUTRAL] The money or, or?
[AGENT][NEUTRAL] So if he received, if he received the explanation of benefits, the check is attached to the explanation.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's, that's what I would say too. So I don't think he's.
[AGENT][NEGATIVE] I hope he didn't throw it away.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But they, there would be a way for you guys to tell us that he, he, the, the chess player, right? uh.
[AGENT][NEUTRAL] Yeah, whenever it's cash, we can verify. What is his, uh, billing, uh, his mailing address?
[CUSTOMER][NEUTRAL] He did.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, he received the EOD so we have it correct if he received the explanation.
[CUSTOMER][NEUTRAL] So when the house was.
[CUSTOMER][NEUTRAL] Yeah, he said, well, I got him with phone numbers and like that must be the, you know, hold on, let me do it, yeah.
[AGENT][NEUTRAL] Well, let's verify it anyway. What's his address?
[CUSTOMER][NEUTRAL] The address I have for him is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. Yeah. So the check, check would have been attached to the explanation.
[CUSTOMER][NEUTRAL] That's the thing, OK.
[AGENT][POSITIVE] benefits.
[CUSTOMER][NEUTRAL] All right. Well, thank you very much. I did have my suspicions that that's what it was, it was, but I don't know. OK. I will call him right now. I'll be like, please go to the garbage and grab that because I'm sure he throw it in the garbage, yeah.
[CUSTOMER][POSITIVE] All right, well, thank you very much for your help. You have a wonderful day.
[AGENT][NEUTRAL] OK, I would call him as soon as possible to make sure that he doesn't discard or that EOB.
[CUSTOMER][NEUTRAL] I am. Yeah. Yeah. I'm calling right away when I hang up on you, yeah.
[AGENT][NEUTRAL] OK, [PII]. Anything else?
[CUSTOMER][NEUTRAL] Bye bye.