AccountId: 011433970860
ContactId: 0a6a213a-62f4-4f4e-9c64-332beaaf12b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541580 ms
Total Talk Time (AGENT): 119292 ms
Total Talk Time (CUSTOMER): 106528 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/0a6a213a-62f4-4f4e-9c64-332beaaf12b0_20250519T18:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, yes, this is [PII] with APL. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm trying to find out the status of my claim.
[AGENT][POSITIVE] OK, sure, I can assist you with claims. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, I don't because I haven't, um, heard anything yet.
[AGENT][NEUTRAL] OK, um, let me do a name search, bear with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me have the spelling of the last name and first name.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] May I have your address?
[CUSTOMER][NEUTRAL] For.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, for security, may I have your um date of birth and email address on file?
[CUSTOMER][NEUTRAL] like
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Yeah, OK, I found you. And this is going to be your the claim for disability?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me pull the details of the claim and see where we are with the claim. Do you mind holding for me while I go over the documents?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure. You are on hold.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, looks like we still need additional information based on the recent documents, we still need um the page that we're missing for the physician statement and your authorization form.
[CUSTOMER][NEGATIVE] No, no, no.
[CUSTOMER][NEUTRAL] You know what what I said.
[CUSTOMER][NEUTRAL] Yeah, do you know what
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] I I emailed all of that over.
[CUSTOMER][NEUTRAL] And to my HR and she emailed it to you because I just pulled it up on um the website and it says that it was just it was completed on [PII].
[AGENT][NEUTRAL] She reviewed the documents that she received on the [PII] and based on that review, she still needs that information so it looks like it, it didn't get here or it's not what we needed. She still ask for the same information.
[CUSTOMER][NEUTRAL] Well, when was somebody gonna contact me?
[AGENT][NEUTRAL] We're sending the EOB. It was processed on the [PII], so it was we always send the EOB after that.
[CUSTOMER][NEUTRAL] So what do you need again?
[AGENT][NEUTRAL] OK, so, uh.
[CUSTOMER][NEUTRAL] Cause I know I sent the, the paper from the doctor. I've already emailed that.
[CUSTOMER][NEUTRAL] And all of the paperwork from you guys from HR.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so based on what the examiner, the person who processed the claim is indicating that physician claim form only has one page, so we need the all the pages that we did not receive all the pages.
[AGENT][NEUTRAL] Um, and also need authorization claim form completed.
[CUSTOMER][NEUTRAL] What authorization form?
[AGENT][NEUTRAL] OK, OK, so it looks like it's a form that we need to um ask for medical records.
[CUSTOMER][NEUTRAL] Here we go again, right.
[CUSTOMER][NEGATIVE] This is the worst fucking