AccountId: 011433970860
ContactId: 122c540c-49d7-4567-91d1-f2788d8897b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 477470 ms
Total Talk Time (AGENT): 230367 ms
Total Talk Time (CUSTOMER): 214723 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/122c540c-49d7-4567-91d1-f2788d8897b2_20250211T16:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Yeah [PII], I just what was uh following up on like just the uh status update on a claim for the short term disability.
[AGENT][NEUTRAL] OK, I am so sorry but I'm having.
[AGENT][NEUTRAL] OK, I'm having some trouble hearing you. There's something in the background that's
[CUSTOMER][NEUTRAL] Survivor
[CUSTOMER][NEUTRAL] Yeah, hold on real quick let me.
[AGENT][NEGATIVE] drowning you out.
[CUSTOMER][NEUTRAL] So can you check that now? That's exactly what I'm sorry, can you hear me, hear me now?
[AGENT][NEUTRAL] Uh, that's, that is better. Yes, sir. So could you please repeat everything you said? I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I was just, just uh following up on uh a claim status actually for a short term disability.
[AGENT][NEUTRAL] OK, is this claim for yourself? OK.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Alright, so yes sir I can help you with checking on a claim status for you and who am I speaking with please?
[CUSTOMER][NEUTRAL] [PII], last name [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], what is a good callback number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And what is your policy number, please, Mr. [PII]?
[CUSTOMER][NEUTRAL] That's 224-3793.
[AGENT][NEUTRAL] OK, thank you. So give me a moment to get all of your information pulled up, Mr. [PII]. Once I do that, I will have to verify several things with you.
[AGENT][NEUTRAL] First for security, so just one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so again, Ms. [PII], any information that's provided will be a verification of benefits and not a guarantee of payment. What is your date of birth, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm sorry, give me just one moment please, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, and also so excuse me, also your home mailing address?
[CUSTOMER][NEUTRAL] Sure [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have for you is also the same as the one you gave me, so that is your best contact number that we should have, is that correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, thank you and lastly your email address?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, thank you. All right, so I do see, um, Mr. [PII] that we did receive some information that is in line for review. It appears that we received it on the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that has not yet been reviewed. That is still in line for review.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, because I was just informed that that that's all they needed was the um um.
[CUSTOMER][NEUTRAL] The statement that are insured.
[CUSTOMER][NEUTRAL] Um, because it reflects the, uh, the type of work from that was submitted that received on, uh, February.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so you, the what you upload because I can't see that yet. I can only see that we did receive something that's in line for review by the examiners, um, that was your claimant's statement that's your statement, is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah, because the, uh, the, the what the, the, the submission of paperwork that was submitted by the um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, physician on [PII].
[CUSTOMER][NEUTRAL] Uh, with the payment amount that was paid through [PII], um, but had been returning back to work on [PII], um, which I still have not yet returned back, but, um, I just wanted to find out, uh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right it cold like.
[AGENT][NEUTRAL] OK, so since
[AGENT][NEUTRAL] OK, so if you, so your initial return to work was return to work date was [PII], is that correct?
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] But that's been extended.
[CUSTOMER][POSITIVE] Correct, correct.
[CUSTOMER][NEUTRAL] It, yes, yes, I, I, we'll be returning back on the [PII] at the end of this week.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, so now did you have you included.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] An updated physician's portion of the claim form if your since your return to work date was extended because we will have to have that.
[CUSTOMER][NEUTRAL] That yeah.
[CUSTOMER][NEUTRAL] Yes, I, yeah, totally understand that, um, the, um.
[CUSTOMER][NEUTRAL] What they had on the previous paperwork, uh, uh, the one that returning me back on the [PII], um, the payment was on the [PII], um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I have uh a meeting with the doctor tomorrow with the uh clipping board to be filled out and it.
[AGENT][NEUTRAL] OK. So you, what you submitted on the [PII] is just your portion, but you're going to be getting the physician's portion also submitted. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, yeah, because I was told because of, because the, um, the date ran through the [PII], but the payment was only paid through the [PII], but I was told that they needed my statement, uh, the insured's statement because it had was going into a new month, which I didn't understand that really. So that's why I submit[PII] that and this is before, uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, so we will, right, and typically, you know, when the return to work date hasn't changed, yes, sir, it is just your portion that has to be submitted, you know, each month.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um, but when the return to work date changes, any status change like that, then the physician also has to, before, you know, that claim can be processed or benefits can potentially be paid for that next month beyond your return to work date, date.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, yes, so that'll be um.
[AGENT][NEUTRAL] OK, so you have an appointment tomorrow, you said?
[CUSTOMER][NEUTRAL] Correct, yeah, yeah, it's too takes about 24 hours but we probably updated by Thursday we want to update the, uh, the forms with the physician.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. Well, that's fine. I will make a note.
[CUSTOMER][NEUTRAL] And my question again I'll have to, I'll have to update my mine too because it will have a new return to work date as well on the insurance.
[AGENT][NEUTRAL] OK, and the client OK so yes sir, so you're gonna need to update.
[CUSTOMER][POSITIVE] So that I'm sorry.
[AGENT][NEUTRAL] The what you submitted on the [PII] as well.
[CUSTOMER][POSITIVE] Correct, correct, to reflect the new uh position state well.
[AGENT][NEUTRAL] OK, so what I will make a note, I will make a note regarding our call and as soon as because again our disability benefits are processed approximately, you know, on the [PII], it may be, you know, a day or so, but not, not prior to that on the um on the claims, but I will.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I will make my note regarding our call.
[CUSTOMER][POSITIVE] OK, I appreciate that very much. Thank you.
[AGENT][POSITIVE] Well you're yes so you're certainly welcome. so.
[AGENT][NEUTRAL] Um, is there anything else that I could help you with at the moment, Mr. [PII]?
[CUSTOMER][POSITIVE] No, you've been great. I appreciate your time and.
[AGENT][POSITIVE] Oh, well, you're certainly very welcome. Yeah, it's my pleasure.
[CUSTOMER][POSITIVE] You, you take care.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL. Yes sir, you too, and I hope you have a very nice day.
[CUSTOMER][POSITIVE] You too take care bye bye.
[AGENT][POSITIVE] Thank, thank you. Bye-bye.