AccountId: 011433970860
ContactId: 0dfa99be-6fcf-48c6-96ae-0eb2a13b71cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293079 ms
Total Talk Time (AGENT): 109081 ms
Total Talk Time (CUSTOMER): 61574 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/0dfa99be-6fcf-48c6-96ae-0eb2a13b71cf_20250403T18:48_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing, [PII]? My name is [PII]. I'm calling about a policy number. Give me one second.
[CUSTOMER][NEUTRAL] 2574819
[AGENT][NEUTRAL] OK, how may I assist you today with your policy?
[CUSTOMER][NEUTRAL] Uh, I was told my claim was denied due to, um.
[CUSTOMER][NEUTRAL] Of my and looking like a workers' comp injury. I have a letter from workers' comp, uh, from the insurance carrier denying my claim.
[AGENT][NEUTRAL] OK, um, let me get in.
[CUSTOMER][NEUTRAL] They're not taking liability on my claim.
[AGENT][NEUTRAL] OK, let me get into the policy and I can definitely help you with the claim. And Mr. [PII], um, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that, and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Um, email first of [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. So let me look at the claims here. Hold on one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so we were missing the position, then we got those two and then this one. OK, so the letter for the stating that the workers' comp was denied, um, is there a way that you can upload that to the online service center?
[CUSTOMER][POSITIVE] I just did it. I wanna make sure y'all got it because I've been waiting a while about this.
[AGENT][NEUTRAL] OK, that might
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Oh yeah, something just came in today. Hold on one moment.
[AGENT][NEUTRAL] So it looks like 2, hold on one moment, the pages are coming up now.
[AGENT][NEUTRAL] OK, and what does.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I just, I was gonna say I can check with claims, but I already see here that it says, um, if they don't feel like it's a work-related loss, to submit a copy of the denial letter which we have right here and we'll consider we'll reconsider um benefits. So it's been received, it's here, um, I'm looking at it from [PII] and um the claims or claims examiner reprocesses the claims, um, but yes, it is here.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Is there, do you know like a time? I know I'm asking like what if questions do you know like a time frame because I've been waiting about this for a while.
[AGENT][NEUTRAL] So it's a, it's a 7 to 10 business day turnaround from the day we received the claim. But since the claim has already been processed, they're just using the letter to reprocess it, uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, we say 10 at the I mean 15 at the most, but it, I don't know that it'll take that long cause it's already kind of been processed, um.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I just be patient.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, Mr. [PII], was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Uh, no, ma'am, I appreciate it.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.