AccountId: 011433970860
ContactId: 215c133c-242e-486c-b735-d76e865b429d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 914250 ms
Total Talk Time (AGENT): 451616 ms
Total Talk Time (CUSTOMER): 408764 ms
Interruptions: 10
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/215c133c-242e-486c-b735-d76e865b429d_20250204T22:39_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I just wanted to verify, um, on my claim, um, final payment.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] We just, I'm sorry, we need to check on a claim.
[CUSTOMER][NEUTRAL] Yeah, just claim status.
[AGENT][NEUTRAL] OK, sure, I can check that for you. What was your name?
[CUSTOMER][NEUTRAL] It's uh [PII] last name [PII].
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] All right, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] I have my social security. I'm sorry but.
[AGENT][POSITIVE] Oh sure, no, no, that's perfectly fine.
[CUSTOMER][POSITIVE] Thank you uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, that was [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK all right thank you one moment.
[AGENT][NEUTRAL] OK, I'm just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. uh, looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[AGENT][NEUTRAL] Perfect. All right. Thank you for verifying that information, [PII]. All right, and let's see, I think you had a couple of policies with us. Uh, was this for your accident policy or the disability?
[CUSTOMER][NEUTRAL] disability.
[AGENT][NEUTRAL] Got it. OK. Let me take a look there. And then um before I go any further, [PII], um, do you want me to go ahead and give you your policy number so you've got that for your record?
[CUSTOMER][POSITIVE] Sure, that'd be great thank you.
[AGENT][NEUTRAL] OK yeah let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Alrighty it is 02.
[AGENT][NEUTRAL] 24
[CUSTOMER][NEUTRAL] 0224.
[AGENT][NEUTRAL] 37.
[CUSTOMER][NEUTRAL] 37
[AGENT][NEUTRAL] 93.
[CUSTOMER][POSITIVE] 93 thank you very much.
[AGENT][POSITIVE] Yes, sir. Oh, absolutely. Alrighty, let's take a look here.
[AGENT][NEUTRAL] Looks like we got a couple recently. Last one I have was sent to us [PII]. Does that sound right to you?
[CUSTOMER][POSITIVE] Uh, yes, correct, yes.
[AGENT][NEUTRAL] OK, alright, so looks like we did pay a benefit for this claim we paid $1,446.67.
[AGENT][NEUTRAL] Did you have a direct deposit set up? Mhm.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Yeah, is there one more payment coming through so I think um.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] I think so because I did see a couple recently so let's take a look at that other one so that's 1446 and then.
[CUSTOMER][NEUTRAL] It's not running at 10.
[AGENT][NEUTRAL] I've got another one that was filed [PII].
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] It's called the mainstream media.
[AGENT][NEUTRAL] Here we are, OK, and this one's going to be paying, um, we did pay this benefit as well, uh, $2,066.67.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and I had, um, I think there's one more coming up that, uh, uh, because I return back to work tomorrow at the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see. OK, so I apologize, we've got.
[CUSTOMER][NEUTRAL] But um I think that.
[AGENT][NEUTRAL] Those are the two recently, yes, um, so if you've got another one coming up, um, it doesn't look like it's fully processed yet. Those are the two last ones that I do see.
[CUSTOMER][NEUTRAL] OK, um, this, uh, with the paperwork that was submitted from my doctor it had me out until.
[CUSTOMER][NEUTRAL] Um, until the, until the [PII], but I think they paid up up through the [PII], so that means that the, the, it just hasn't been processed as of yet.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The remaining
[AGENT][NEUTRAL] Right, let me take a look here at the notes just to make sure let's see.
[CUSTOMER][NEUTRAL] For the time out.
[CUSTOMER][NEUTRAL] You know, railroaded by the Department of Justice and, and you know what in general.
[AGENT][NEUTRAL] OK, and so I'm sorry you said your return to work day is tomorrow?
[CUSTOMER][NEUTRAL] Tomorrow, which now the doctor has, yeah, they have me extended out until next week actually, but
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Sure, OK.
[AGENT][NEUTRAL] Right, um, so I would definitely keep an eye on your bank account because it looks like the first payment that was the 2066, that one processed [PII] and then this other one that 14 um.
[CUSTOMER][NEUTRAL] people
[CUSTOMER][NEGATIVE] Go down
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] you know.
[AGENT][NEUTRAL] 1446? I don't remember. I'm sorry. I can look again, uh, that one just processed [PII].
[CUSTOMER][NEUTRAL] Yeah, on the [PII].
[CUSTOMER][NEUTRAL] [PII] and then the um.
[AGENT][NEUTRAL] That's when it processed, yes, [PII], that's what it was.
[CUSTOMER][NEUTRAL] OK, and then the, and that was and then the remaining days from the [PII] through the [PII].
[CUSTOMER][NEUTRAL] Um, haven't been processed as of yet, is that right? they.
[AGENT][NEUTRAL] Not from what I see, [PII], um, but I'm going to take a look at this other claim real quick because I do see that.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I was asking that.
[AGENT][NEUTRAL] Return to work note here so give me just a moment let me see if there's any note here.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] I know if you see anything coming up just because I think you know what days of the last payments of the 1400 that was paid through the date that it was paid through.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let me take a look.
[AGENT][NEUTRAL] Bear with me just a moment, [PII]. I'm gonna get this pulled up. It can be a little bit slow sometimes.
[CUSTOMER][POSITIVE] No, it's OK. I appreciate it.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Because I know often times they'll, they'll get the, the paperwork and they'll, they'll pay, you know, up to the point of, of the processing date but not the, not until they don't pay the rest of it until your return date. Does that make sense?
[AGENT][POSITIVE] Sure, yes, of course, yeah, we wanna make sure it's all good and squared away for you. Let's see, I don't see that.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, while I'm getting this pulled up just to make sure, [PII], that your return to work date as of uh for tomorrow was that the original expected date for you to return to work or was that, um, was that extended by your position?
[CUSTOMER][NEUTRAL] That was, that was extended by my physician in the last, yeah, in the last paperwork that was submitted.
[AGENT][NEUTRAL] It was. OK.
[AGENT][POSITIVE] Got you OK.
[CUSTOMER][NEUTRAL] Of the
[AGENT][POSITIVE] Wanted to make sure. Bear with me. I appreciate your patience.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] It is sure thinking about it. So here's what I'm going to do, [PII], if you don't mind, um, I'm going to put you on a brief hold just to kind of.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Cut this middle man out. I'm just going to, uh, call and reach out to our claims specialist. Um, they'd probably be able to give me an answer much quicker than waiting for all this to load. So alrighty, I'm gonna put you on a brief hold. I'll get right back with you. Yes sir.
[CUSTOMER][POSITIVE] Yeah, yeah, no problem.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, too bad.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking? How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good and you?
[AGENT][POSITIVE] Doing all right, thank you, getting close to the end.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Alrighty, so I've got um an individual on the line calling regarding his uh disability policy um I just wanted to double check um he does have a couple of very recent claims he said he's going back to work tomorrow um and he wanted to make sure that he's going to be getting that last check. I don't see anything regarding that um so I was just wondering if you could take a look um and let me know if there's anything additional he needs to do. Sure.
[CUSTOMER][NEUTRAL] OK, give me one second. What's that policy number?
[AGENT][NEUTRAL] Yes, ma'am. It is 02243793.
[CUSTOMER][POSITIVE] OK, thank you [PII] one moment while I get that looked up for you. Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] I did look on the last claim um and it.
[CUSTOMER][NEUTRAL] What, what, what is his name?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So he's going back to work tomorrow, so that's what you're telling me, right? OK.
[AGENT][NEUTRAL] Yes, oh, there's regular correspondence, yes.
[CUSTOMER][NEUTRAL] Alright, so, um, disability claims have to be filed, uh, every month until you return back to work. So seeing as how we're in the month of February, he needs to file a claim for February if it's just, uh, from [PII], he needs to file that claim.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, um, I did see the note on that last claim, uh, prompting for information to be filled out. I was just wondering if anything was sent to him. I did look in the correspondence. I didn't see anything. I think that was my biggest question.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me take a look, let's see.
[CUSTOMER][NEUTRAL] OK, let's take a look. PE 106. Let's see what that says.
[AGENT][NEUTRAL] Otherwise, of course I can just send him another claim form.
[CUSTOMER][NEUTRAL] OK, no problem, one moment, just give me one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Continuing disability claim in order to assist you doing this disability.
[CUSTOMER][NEUTRAL] Uh, period of disability, please have the following information completed on the enclosed form. Ensure its portion to be completed by you, physician's portion to be completed by the doctor. You may have your employer complete their portion when you return to work. Please contact the office immediately if you are released from your doctor's care or if you return to work. OK? So that's what that remark code says that went out with that last payment.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, and let's see what else [PII] is saying.
[CUSTOMER][NEUTRAL] Uh, American Airline disability claim form requested to be mailed today, so she's mailed him a claim form. Uh, the latest claim paid benefit up to [PII] requested updated physicians form if off longer than anticipated. Return to work date is [PII]. next.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Benefit will be paid after [PII], so it's just what I just said he needs to file a claim. We have him down for returning to the work tomorrow and he's only gonna be paid for [PII], and he'll get that on after the [PII]. Mhm, that is correct.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got you.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so once that that form has been mailed to him, so all he has to do is wait for that, send it back to us, and then he'll get the payment for those 5 days.
[CUSTOMER][NEUTRAL] Yeah, she's saying in her notes her notes said she mailed it to him. She requested that it be mailed mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] So I mean worst case I can just send him another claim form OK I just wanted to make sure that was all he needed I appreciate your help thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You're welcome. Have a good day. Bye bye.
[AGENT][NEUTRAL] Alright you too bye bye.
[AGENT][POSITIVE] Alrighty, [PII], I sure appreciate your patience. Are you still with me?
[CUSTOMER][POSITIVE] Yes. Yes, I am. Thank you.
[AGENT][NEUTRAL] OK absolutely alrighty so for just those remaining 5 days, um, so this last payment did go up to [PII], so they had sent out an additional you would have to fill out an additional claim form for those 5 days of payment.
[AGENT][NEUTRAL] That you would be getting um after the [PII] of this month so once you get that claim form you just fill that out uh we do have of course your return to work date as tomorrow you just fill that out as soon as you get it and then send it right back and we'll be able to get that payment to you.
[CUSTOMER][NEUTRAL] OK, so, and that way out by um um regular mail or email or?
[AGENT][NEUTRAL] Um, it is regular mail.
[CUSTOMER][NEUTRAL] OK, so just, so to look for the, the claim form and do I, do I fill that out? Does my doctor need to fill out or just myself? because he had my doctor already filled.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] I think it's just, let's see.
[CUSTOMER][NEUTRAL] Just me.
[AGENT][NEUTRAL] Physicians form it should just be yours should be perfectly fine um we'll take a look at what they sent if it was the complete form your physician might need to but since we do have your original return to work date um where we have the original excuse me, the official return to work date as tomorrow um so that should be perfectly fine.
[CUSTOMER][NEUTRAL] OK. Is it possible to get an email, um, that form by email?
[AGENT][POSITIVE] Oh yes, I can send that to you. Give me just a moment, let me get that.
[CUSTOMER][NEUTRAL] And I can go ahead and just submit that back in.
[AGENT][NEUTRAL] Let's see. That would be quite a bit faster, huh? Let's see.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me double check.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And did you just want it sent to this uh Yahoo account that we've got for you?
[CUSTOMER][POSITIVE] Yeah, that's fine. That's great.
[AGENT][NEUTRAL] OK alrighty I'll go ahead and get that sent to you right now. Um, I don't think there's any I don't see any other notes they didn't see anything either about additional information um I think just because it is technically a separate month, even if it is just for 4 days, um, they do have to have that claim form filled out again so I will go ahead and get that sent to you now um did you have any other questions for me?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I know that was quite a quite a bit of information.
[CUSTOMER][NEUTRAL] And so,
[CUSTOMER][NEUTRAL] No, no, that's fine, so they paid through the, the [PII].
[AGENT][NEUTRAL] Um, do the [PII].
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] They paid through the [PII], they did pay through the [PII], OK.
[AGENT][NEUTRAL] Yes, it was for the month, yes.
[CUSTOMER][NEUTRAL] OK, and if, if I'm still out, um, past the [PII] of the course that would be a new paperwork for the doctor, right? If I'm OK, because I know that they have me out, um, just they had, they found some medical things.
[AGENT][POSITIVE] Absolutely, yes.
[AGENT][NEUTRAL] Right, yes.
[CUSTOMER][NEUTRAL] Right, I have to go back in for it, but um.
[AGENT][POSITIVE] It happens, absolutely.
[CUSTOMER][POSITIVE] Yeah thank you so much I I appreciate that very much.
[AGENT][POSITIVE] Oh, you're very welcome. Yes, I'm getting that sent to you right now um, anything else I can help you with at all, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, you've been great, but really you have your service has been excellent.
[AGENT][POSITIVE] Alright, yeah, no, happy to help. Well, I'm glad to hear that thank you. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you you too. Take care. Bye bye.
[AGENT][NEUTRAL] You too. Bye bye.