AccountId: 011433970860
ContactId: 0c2963f2-3a36-4e80-96d6-0ef7bbf78189
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 426399 ms
Total Talk Time (AGENT): 220060 ms
Total Talk Time (CUSTOMER): 126258 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/0c2963f2-3a36-4e80-96d6-0ef7bbf78189_20250103T21:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling AP. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. Sorry, how are you doing today?
[AGENT][POSITIVE] I'm doing OK, sir.
[CUSTOMER][NEGATIVE] I'm so sleepy.
[CUSTOMER][NEUTRAL] Um, I need some help. So you know how we can look on OnBase if a claim comes in to like see what documents were received.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can we do that same thing if it's Company 22?
[CUSTOMER][NEUTRAL] Cause I, I tried to put this.
[AGENT][NEUTRAL] Yeah, I you know what Company 22 is.
[CUSTOMER][NEUTRAL] 0, 22 is like where the old policies are and the, um, I was gonna say Dia.
[AGENT][NEUTRAL] You know, I, I think I had the same call yesterday. Uh, let me see, uh, what's the.
[CUSTOMER][NEUTRAL] Because I tried to do it, but I don't even see 2024. It's 810367.
[AGENT][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] I think this is the same one I had yesterday and I didn't see nothing. Hold on.
[CUSTOMER][NEUTRAL] And I didn't check the notes either.
[AGENT][NEUTRAL] Well, it was, um, the car wasn't transferred to me, it was.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They called to ask that same question. I think I don't, it wasn't the care team, it was, I forgot what team it was. Uh, let me, let me go back out and I can't remember how I did it.
[AGENT][NEUTRAL] Cause I know you have to put 22 on the front screen instead of 01. Hold on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, this they called yesterday, there's no, um, actually talked to two people yesterday.
[AGENT][NEUTRAL] Uh yes there's no claims on file. Let me see the last one was that.
[CUSTOMER][NEUTRAL] Well, wait a minute, because now I'm confused because yesterday he called, but we received the claim yesterday. Like it's in, it's in [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] So when I
[AGENT][NEGATIVE] So where are you sending cause there's nothing, oh shit, hold on.
[AGENT][NEUTRAL] 16671.
[CUSTOMER][NEUTRAL] Or maybe it didn't come in, you know, when you all talk.
[AGENT][NEUTRAL] And now it's in there, so it must have come in like in the evening, yes, because when I think this is the one where they called and asked me and I didn't see it, and it might have been when they first called, so they must have sent it.
[CUSTOMER][NEUTRAL] After.
[AGENT][NEUTRAL] Later on,
[AGENT][NEUTRAL] Um, so let me even see if I can see it in on these.
[CUSTOMER][NEUTRAL] I tried, but I don't even see anything for [PII] in on base. The the latest year I see is 22, but I was wondering if that's because it's company 22.
[AGENT][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] You know what, let me try to see if I can bring it up by the mail number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yes, so you would have to bring it, do um the claims look up and you can see it, but it looks like it's still in.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Still in um what you call it, but I do see it.
[CUSTOMER][NEUTRAL] What um mail number did you use? because I only see the 010325.
[AGENT][NEUTRAL] Yeah, that's it. 10, you put in 103251, and then the other one is 2.
[CUSTOMER][NEGATIVE] Oh, wait a minute, you lost me. OK, hold on, claims look good.
[AGENT][NEUTRAL] Well, you know what, hold on one second because that's.
[CUSTOMER][NEUTRAL] Mail number.
[AGENT][NEUTRAL] Uh, hold on one second. So when you put in a male number that's in, um, you don't, you don't put the first number, you just put, well, this is a 0, you don't have to put that. So you put the 10325 and then 1.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the other claim number is gonna be a 2 instead of a 1 at the end.
[AGENT][NEUTRAL] But is this showing um that he's applying for disability? It's that's claim form.
[AGENT][NEUTRAL] And let me see what else he has.
[AGENT][NEUTRAL] Yes it's the, it's a disability claim form that he submitted um let me see what the other one is.
[AGENT][NEUTRAL] 10325.
[AGENT][NEUTRAL] And it's actually the top one because when you pull it up, there's two claims in there. The other one does not, doesn't belong to that member.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh Lord.
[CUSTOMER][NEUTRAL] Oh, I see that [PII]. OK, so do I so I need to do the 2.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, um, the one on top. So they, they're both the same, um, as far as the male numbers, they're both the same. So he just, um, we just received the, the disability claim form for to apply for disability. That's all we have.
[CUSTOMER][NEUTRAL] 103252.
[CUSTOMER][NEUTRAL] OK, um, does it, does it look like anything is missing?
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Let me see, cause I don't do this, but I can see if there's.
[CUSTOMER][NEUTRAL] I just need to know if you, because I can't get to what you see. I see a whole another claimant's name on here.
[AGENT][NEUTRAL] Well, so when you pull it up in OnBase, there's 2 for that mail number and you just click on the top one that says [PII]'s index and you can, and you can see the one for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][NEUTRAL] But
[AGENT][POSITIVE] But right, I mean, I'm showing that we have what we needed for right now, um.
[AGENT][NEUTRAL] They just have to review it. I mean, because he's way past that that time frame, I mean, not the time frame, but.
[AGENT][NEUTRAL] Um, you would just have like that waiting period, but yeah, they, um, but just looking at him, looks like we have what we need because it shows.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Information on there so I mean if they need anything else they'll send helping out but.
[AGENT][NEGATIVE] Like I can't even see the
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know if I can see the policy to see.
[CUSTOMER][NEUTRAL] Oh no, it's OK. After you told me how to pull it up, I could, I see what I need, um, and if, if some this, this, I don't see the employer part, but um.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I just see the employee and the physician.
[CUSTOMER][NEUTRAL] But I can um let him know that we had, we've received his claim form and if anything else, well, he'll be notified. That's what I'm gonna say.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Well, thank you so much. I appreciate you.
[AGENT][POSITIVE] You're welcome. No problem.
[CUSTOMER][POSITIVE] All right, have a good weekend. Happy [PII].
[AGENT][NEUTRAL] Same to you.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Um bye.