AccountId: 011433970860
ContactId: 111b4366-ce14-437c-b8f5-5009cadc73cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254139 ms
Total Talk Time (AGENT): 89077 ms
Total Talk Time (CUSTOMER): 86845 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/111b4366-ce14-437c-b8f5-5009cadc73cd_20250127T21:57_UTC.wav
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[AGENT][NEUTRAL] Calling A, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. Our claim number 3,554,360. Um, my doctor's office said that they refaxed the information over to you, the doctor's portion for my claim. I need to see if you got that.
[AGENT][NEUTRAL] OK, what type of policy is it for?
[CUSTOMER][NEUTRAL] It is for short term disability.
[AGENT][NEUTRAL] OK, so is it the attending physician statement that we're looking for?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what is your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] My telephone number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And when was the document sent over to us?
[CUSTOMER][NEUTRAL] Uh, today they, they said they resend it today.
[AGENT][NEUTRAL] Do you know how it was submitted?
[CUSTOMER][NEUTRAL] The fact.
[AGENT][NEUTRAL] OK, yeah, if it's faxed it takes about 24 to 48 hours uh to get uploaded into your file.
[AGENT][NEUTRAL] What's your date of birth and your mailing address?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My mailing address is uh [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, you were talking fast. Can you repeat your mailing address for me?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. And what's your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thanks for verifying that for me, [PII]. Yeah, I'm not showing it in your file. I would allow some more time since I just sent it today, um, you may wanna start us back around this time tomorrow.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I will do that.
[AGENT][POSITIVE] OK. All [PII]. Anything else I can help out with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, they, yeah, because they said they have sent it once before and that had to be sometime around the the the [PII] or [PII].
[AGENT][NEUTRAL] So I do show documents um.
[AGENT][NEUTRAL] Received on the [PII].
[AGENT][NEUTRAL] And so they're sending something in addition to what we received on the [PII]?
[CUSTOMER][NEUTRAL] Well, I sent you documents then.
[AGENT][NEUTRAL] Oh, OK, we requested additional based on that. OK, because it was incomplete.
[CUSTOMER][NEUTRAL] Um, the
[CUSTOMER][NEUTRAL] You know what they did is they, they, they were still yeah they were still requesting the physician's portion so apparently when they said it then it didn't go through.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Correct. OK, I see the, I see it here, right.
[CUSTOMER][NEUTRAL] Alright, OK, so.
[AGENT][NEUTRAL] So you may wanna give us a call back this time tomorrow to verify the receipt receipt of the physician's part of the claim.
[CUSTOMER][POSITIVE] OK great alright thank you.
[AGENT][POSITIVE] All right, [PII], if no other questions, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.
[AGENT][NEUTRAL] [PII], I think I still have you on the line. Did you have any other questions?
[CUSTOMER][NEUTRAL] Oh, I, I'm sorry, ma'am. No, I don't. I'm sorry. Thank you. All right, bye-bye.
[AGENT][POSITIVE] Oh, OK. You're welcome. Thanks for calling APL. Have a good day.