AccountId: 011433970860
ContactId: 1517a8ed-52cf-4bd3-b05c-ab418f1bd89c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 676150 ms
Total Talk Time (AGENT): 323671 ms
Total Talk Time (CUSTOMER): 170819 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/1517a8ed-52cf-4bd3-b05c-ab418f1bd89c_20250620T21:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] at the care team.
[CUSTOMER][NEUTRAL] Um, I have a [PII] on the line for his disability claim policy 2574.
[CUSTOMER][NEUTRAL] 819
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] One, he wanted to let us know that he did return back to work on [PII], but then, uh, he said that there's also a denial, and I see the denial that was given on the [PII] saying that we are missing a piece from his employer for the UTDA.
[CUSTOMER][NEUTRAL] And uh he's saying that he verified with them that they sent it in and I didn't know if you were able to look into that and see I wouldn't know where to start. um I looked at the first couple and I didn't see anything from them.
[AGENT][NEUTRAL] Let me see if.
[AGENT][NEUTRAL] I can assist him just one second.
[AGENT][NEUTRAL] Because he said it was sent in when?
[CUSTOMER][NEUTRAL] He just said that um
[CUSTOMER][NEUTRAL] They got it sent in whenever they said that they needed the employer information and it shows that he did get paid for one of those.
[CUSTOMER][NEUTRAL] Those dates of service.
[CUSTOMER][NEUTRAL] But then he keeps getting denial letters that they still need something from UTDA.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Which and and maybe I'm wrong, but I thought once UTBA gave them their part, all he had to do is fill out his section each time.
[AGENT][NEGATIVE] Yeah, but it looks like we're missing some information according to the notes by the adjuster. She's saying that page 2 or something is missing, uh.
[CUSTOMER][NEUTRAL] Um, but if he returned the
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And he's been verified. [PII] and what's his callback number please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, he has.
[CUSTOMER][NEUTRAL] I'm sorry, his call back [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I know UTBA is closed right now because I already tried to get them for.
[CUSTOMER][NEGATIVE] Another issue that I had.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK, you can
[CUSTOMER][NEGATIVE] I also couldn't see what what was missing.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] You can go ahead and transfer him over. I'll see if I can assist him. I'm not really sure the according to the notes it looks like the adjuster is missing something from the workers' comp information.
[AGENT][NEUTRAL] So,
[CUSTOMER][POSITIVE] OK, um, I will introduce you and I will send him your way.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] Hi [PII], I have [PII] from claim support. She's gonna be able to help you with that part, OK?
[CUSTOMER][POSITIVE] OK I appreciate it thank you. You're welcome.
[AGENT][NEUTRAL] Hi Mr. [PII], my name is [PII]. I'm on the claim support team.
[AGENT][POSITIVE] So I understand that I'm doing well thank you how are you?
[CUSTOMER][NEUTRAL] How you doing?
[CUSTOMER][NEUTRAL] Um, back to work. I just, I was calling about that in my claim, uh.
[CUSTOMER][NEUTRAL] Just checking on that.
[AGENT][NEUTRAL] And when did you go back to work?
[CUSTOMER][NEUTRAL] Uh, the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was placed back on full duty.
[AGENT][NEUTRAL] OK, so according to what I'm looking at here, it looks like we were missing some information um.
[AGENT][NEUTRAL] So just bear with me while I look over these documents because according to what the adjuster wrote um.
[AGENT][NEUTRAL] We're missing a page. So just bear with me while I look for that information.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so what it appears is we did receive that first page of your claim form, however, there is an additional page um that's missing from your claimant statement.
[AGENT][NEGATIVE] We received the physician portion and then we received your first page of that claim form. However, according to the adjuster, we're we're missing page two, and that's the page where you sign and date the claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have
[CUSTOMER][NEUTRAL] I thought I did that already, but OK.
[AGENT][NEUTRAL] Do you have the the packet that you sent to us?
[AGENT][NEUTRAL] On that last submission? OK, so um it looks like.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, there's.
[AGENT][NEUTRAL] There's a total of 8 pages, but it looks like, like I said, what we're missing is, um, there's a statement of insured, but there's a an additional page where the signature is required, and I don't see that page and that's what she noted in uh on your file that we're missing that page. So I would go ahead and um just submit, just make sure you have all the pages and go ahead and resubmit that to us.
[CUSTOMER][NEUTRAL] We go ahead.
[CUSTOMER][NEUTRAL] Resubmit all of them?
[AGENT][NEUTRAL] Well, it looks like, like I said, what you're missing is just one moment I'll pull that claim form up bear with me for one moment.
[CUSTOMER][NEUTRAL] I is that the same, is that the same um letter from, um, because I get it through the union the UTBA is that their portion?
[AGENT][NEUTRAL] Uh, just one moment, please.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] No, this would be um it's gonna be like on that first page you filled it out it has like the um it asks for sections A, B, C, D, E, F. OK, so we have that page. There's a second page that's um and at the top of it it says to list all your treating physicians and then it's section G and then at the bottom of the page it's signed uh it's where you sign and date it so that's the page that we're missing.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Now it doesn't, it's not the employer form that you're speaking of because I think that's what you're speaking of is that form that your employer fills out and then instead in lieu of that you just send over that other form from UTBA right?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] Right, because they have, yeah, because they sent that over already, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, this is
[AGENT][NEUTRAL] Yeah, this is the 2nd page of and like I said at the top you have that first page of the instructions and then you have page 2 and page 3 that statement of insured and that's what we're missing is the 2nd page of the statement of insured that like I said at the bottom it's gonna have that acknowledgement and ask for your signature for benefit consideration sign and date that page and send that to us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] OK, do I have to wait like 10 business days again to have this relooked over?
[CUSTOMER][NEGATIVE] Cause I'm broke.
[AGENT][NEUTRAL] Well what I can do is I'm.
[AGENT][NEUTRAL] It is the end of the day today now on Friday, but unfortunately um the adjuster that uh was working on your claim, she is not in the office um this afternoon. Well what I can do is um go ahead and and submit that form as soon as you can.
[AGENT][NEUTRAL] And then I will um I will send a message to her and let her know that you know you're waiting and hoping that we could uh possibly look at it a little sooner because normally the, the process is that it does go back in line however like I said, I, I can send a message to her and ask her if she can go ahead and review it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, I appreciate it. um, I'm gonna, I'm gonna send that. I'm on my way home now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] Alright and like I said I'll send a message to her for Monday morning and uh we'll take a look and see if it's out there and then uh once I look at that I'll just kind of send her a message and see if she's able to review it sooner.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, and you said that's page 2.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's, it's, um, on the, on the packet it would actually be page 3, but like I said it's gonna be that it's at the top of the form it says disability claim form and then it has that acknowledgement at the bottom where your signature and date is required.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I thought I signed that, but OK.
[CUSTOMER][NEUTRAL] It, it says, uh, yep, by the physician statements and all that.
[AGENT][NEUTRAL] Yeah, it looks like the physicians.
[CUSTOMER][NEUTRAL] My current daily activities and stuff.
[AGENT][NEUTRAL] Yeah, yeah, this form, like I said it's gonna have, yeah, the disability details, um, like I said the the top of the form is gonna say disability claim form and then like I said the acknowledgements at the bottom and it in the packet is page 3 but it is page 2 of the claim form that you have to sign.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] OK, alright, I'll take care of that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I appreciate it.
[AGENT][NEUTRAL] And did it
[AGENT][POSITIVE] You're so welcome. And did you have any other questions at this time?
[AGENT][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][NEUTRAL] OK, and like I said I'll go ahead and and note your file as well.
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][POSITIVE] Alright thank you I appreciate it.
[AGENT][POSITIVE] You're welcome. I hope you have a great rest of your evening and a great weekend.
[CUSTOMER][POSITIVE] Alright you too thank you.
[AGENT][POSITIVE] Thank you for calling APL bye bye.