AccountId: 011433970860
ContactId: 0ba40bdf-6a65-49c9-b546-a4c1a5c38097
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 507649 ms
Total Talk Time (AGENT): 135873 ms
Total Talk Time (CUSTOMER): 161838 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/0ba40bdf-6a65-49c9-b546-a4c1a5c38097_20250613T13:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I was calling to check the status of my claim.
[AGENT][NEUTRAL] OK, I can help you with claim status. Who am I talking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I get a good phone number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] 02589560
[AGENT][NEUTRAL] OK, give me just one moment to pull that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII] and then my email is [PII].
[AGENT][NEUTRAL] In [PII], you said?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and is it the one that you submitted on the [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well it should be only one I think.
[AGENT][NEUTRAL] Alright, it looks like we are missing your um employer's portion, however, I do see that you submitted something.
[CUSTOMER][NEUTRAL] Because they they faxed that over you.
[AGENT][NEUTRAL] Yeah, you submitted something yesterday.
[CUSTOMER][NEUTRAL] Yes, that's my employer's portion.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, it's just being processed right now.
[CUSTOMER][NEUTRAL] OK, is there anything else that needs to be received or is that it? because I got a message this morning saying everything was received and it's just being reviewed, but I've had a lot of difficulty with this claim because I've heard a lot of different things. I just wanna make sure that everything is received so I can reviewed and hopefully.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Be completed.
[AGENT][NEUTRAL] Yeah, let me double check for you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I tried to check online and it let me log in because I know I was having issues logging in the other day, but I was finally able to like recreate the account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But it's not like I see.
[CUSTOMER][NEUTRAL] It shows I'm active. There's a tab that says, Would you like to review the coverage details? Do you need access to an ID card, but I don't see anywhere where I can see like the status of my claim.
[AGENT][NEUTRAL] You should be able to go into my policy and under my policy, there should be um there should be a a tab in there that says claims.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, there we go.
[CUSTOMER][NEUTRAL] OK, I got.
[CUSTOMER][NEUTRAL] But it's like
[CUSTOMER][NEUTRAL] loading.
[CUSTOMER][NEUTRAL] I just wanted to make sure that everything that was needed was received.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me see here. It's taking my computer a bit, so give me just one moment while I try to pull it up.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, let me see here.
[AGENT][NEUTRAL] OK, I do see, um, I'm not able to pull up the one that you just faxed over it probably hasn't been entered in yet. um I am seeing in the one that you sent last time that policyholder statement. I believe that's the one that should be filled out by your employer. Let me double check.
[CUSTOMER][NEUTRAL] Yes, yeah, that's what was faxed over yesterday. I have fax confirmation from my um employer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, yeah.
[AGENT][NEUTRAL] Cause I know sometimes people um
[AGENT][NEUTRAL] I think that it's for them to fill out and I just wanted to make sure that you knew that.
[CUSTOMER][NEUTRAL] Yeah, well, I had thought when I first started this whole claim a couple of weeks ago, whoever I talked to on the phone, like I went through it with them and they had told me that I felt that out. I so I didn't know that my employer was supposed to fill that out till this week when I talked to someone and
[AGENT][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] because I, I was, I had kept checking in and then someone told me this week that I needed my employer. I was like, oh, OK, so I would have had it. I would have done it a long time ago, but that's OK, um, but that is what was faxed over yesterday and I have, like I said, faxed my employer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, um, I'm not able to pull it up since it is being processed, um.
[AGENT][NEUTRAL] But as long as, yeah, you, you know that your employer was supposed to fill that one out, it should be good. Um.
[CUSTOMER][NEUTRAL] OK, and, and there's nothing else that it looks like it's pending that is needed?
[AGENT][NEUTRAL] Right, that's the only thing that I'm showing.
[CUSTOMER][NEUTRAL] OK, um, when should that, like, when should that at least document be processed that way hopefully my client can be reviewed, like when should I follow up?
[AGENT][NEUTRAL] Um, we do ask for people to allow, uh, claims to process, uh, within 7 to 10 business days. I imagine it'll be a little bit less just because this is one document, but we are getting a lot of claims in. Um, so I would check back sometime maybe mid next week around Wednesday. Are you signed up for text messages?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, that's what I had. I had got one this morning. That's what made me think about calling, um, it just said that your claim or additional information was received, which I'm assuming that's referring to the fax.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Yeah, it's showing that it's processed mhm.
[CUSTOMER][NEUTRAL] Um, but I, I could have.
[CUSTOMER][NEUTRAL] OK, I couldn't find the tab online, so that's where I was, I couldn't figure out how to find it, um, to be able to like check and just make sure just because like I said I've had some issues I heard a couple of different things, so I'm just trying to like triple check that everything is received.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, um, is there anything else I can help you with in the meantime?
[CUSTOMER][POSITIVE] Uh, no, I think that was it. Thank you. I appreciate it.
[AGENT][POSITIVE] Great, thank you for calling ATL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.