AccountId: 011433970860
ContactId: 11992b75-f5e8-4219-b125-63034b938122
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233649 ms
Total Talk Time (AGENT): 86888 ms
Total Talk Time (CUSTOMER): 116457 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/11992b75-f5e8-4219-b125-63034b938122_20241230T16:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, [PII]. This is [PII]. I'm a broker here in [PII]. I've got a, uh, an insured that's in the office now, and we were just checking on his, his disability claim, and I've got his policy number, and I wonder if you could check to see if if we have to send in the additional form, uh, because he's got another 2 weeks or so disability benefit, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Based on this information, but his, his policy number, uh, it's 01077738.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you, [PII]. Let me pull that up here, one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And the, um, if I could get the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] And his birthday is [PII].
[AGENT][POSITIVE] All right, thank you for that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the last claim I see looks like it was paid out but you're just wondering to continue.
[CUSTOMER][NEUTRAL] Right, the, uh, his, uh, physician, uh, completed the form, got she he mentioned that, uh, he should be able to return to work on [PII], and I didn't know if we need to send an additional claim form or would that just pick up for the the rest of December up until that date.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so.
[AGENT][NEUTRAL] I mean it looks like the last claim I'm showing was through December, so nothing else would be needed unless it was continuing through January.
[CUSTOMER][NEUTRAL] Well, let's see it actually paid him it looks like until [PII].
[CUSTOMER][NEUTRAL] And it looks like the doctor had listed they should be able to go back after the [PII].
[AGENT][NEUTRAL] Mm let me look at the claim because yeah it shows me payment [PII] and then also [PII] there was.
[CUSTOMER][NEUTRAL] OK, that's um.
[CUSTOMER][NEUTRAL] So it does show the [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So he had a was it a 14 day waiting period on the.
[AGENT][NEUTRAL] Yes, it's, I'm pretty sure it's probably a 14 day. Most of these are 14 days, yeah.
[CUSTOMER][NEUTRAL] OK, 14th, so that would actually balance out because um disability started on [PII], 14 days, and then it pays him through I see pays him through December, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh OK.
[AGENT][NEUTRAL] Yeah, yeah, so if it were continuing on through January like something occurred um and he's not able to, you know, the original return to work date maybe is modified then we would need a new form but if it's still the same, we shouldn't need anything additional.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Anything else? OK, alright, well, he's got a follow up the uh the first week in January and, uh, uh, they don't know that for sure and then if, if we need something we'll, we'll get an extra form signed.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, no worries. Yeah, not a, not a problem. Anything else I can check on [PII]?
[CUSTOMER][NEUTRAL] OK and uh.
[CUSTOMER][POSITIVE] That's it today and I appreciate your help very much.
[AGENT][POSITIVE] Hey, my pleasure. Thanks for calling APL. Have a good one.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye bye.