AccountId: 011433970860
ContactId: 23a003ef-665a-4573-89cc-2f79a27c970e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 561780 ms
Total Talk Time (AGENT): 332725 ms
Total Talk Time (CUSTOMER): 158123 ms
Interruptions: 6
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/23a003ef-665a-4573-89cc-2f79a27c970e_20250220T18:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I had called a little bit ago and ask some questions about my account. I had another question to ask.
[AGENT][NEUTRAL] OK, Ms. [PII], you have a question regarding your policy. Is that correct?
[CUSTOMER][NEUTRAL] No, um, my claim, I, I did was told that I was getting a, uh, an amount through direct deposit. I'm just trying to find out what days does that cover.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, ma'am. I can check the claim status for you. And what is your callback number, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] That I don't have, but I have my social.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. Give me a moment to get all of your information pulled up and then I will have to verify several things with you first for security and also any information that I provide for you today will be a verification of benefits and not a guarantee of payment. So just one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Your phone number on file is the same as the one you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Thank you and lastly your email address please.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, Miss [PII], thank you very much for verifying your information. So just now I can see where you did call and speak to someone. So this shows this is for your benefit period from [PII].
[CUSTOMER][NEUTRAL] [PII]. That's what I need to know. But uh, do I need to resubmit the paperwork for the March payment?
[AGENT][NEUTRAL] Yes, ma'am. OK.
[AGENT][NEUTRAL] Each month, yes, ma'am. Um, you will have to submit your portion of the, the claim form. And then should for any reason your return to work date change that your physician initially, you know, submitted, then at that point, the physician would also need to complete a section again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Mhm, but each month as long as it remains, you know, as far as your return to work date or nothing like that has changed, you, you only need to submit your claimant statement.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So when does that paperwork need to be turned in by the date?
[AGENT][NEUTRAL] Um, it all disability claims are processed around the [PII] of the month depending on how the month, the days fall, so it would need to be in, um, you know.
[AGENT][NEUTRAL] The first part of the month.
[CUSTOMER][NEUTRAL] Is there any way
[CUSTOMER][NEUTRAL] You can go ahead and send that paperwork to the uh.
[CUSTOMER][NEUTRAL] The fax number where I had it sent before.
[CUSTOMER][NEUTRAL] Can that be done?
[AGENT][NEUTRAL] OK, is there a way you
[CUSTOMER][NEUTRAL] Or do I need to just wait a week or so?
[AGENT][NEUTRAL] Well, is there a way, Ms. [PII], that you can access email to print it and that way you would just have a copy always.
[CUSTOMER][NEUTRAL] OK, cause I'm, I'm still in the rehab center.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's why I was asking.
[AGENT][NEUTRAL] OK, so give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what you may ask them, I don't know how long you're gonna be there, Ms. [PII], but you may want to ask them if there's any way, you know, once the fax has been received, if they could print you, you know, a few copies of that to make it a little easier.
[AGENT][NEGATIVE] Then having to, because I know last time you all had, I know last time you had, it had to be faxed a couple of times because it wasn't received. I, I did speak to you one time.
[CUSTOMER][NEUTRAL] Right, but I'm gonna have this sent to my insurance agent.
[CUSTOMER][NEUTRAL] Yeah, those actually were sent to the um the rehab center around where I am right now. They never got them. So I've been having them sent to my, my uh insurance agent and he did get them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because
[AGENT][POSITIVE] Well, he can print them directly from the internet instead of having them sent to him.
[AGENT][NEUTRAL] Because you can print them off of our website directly.
[CUSTOMER][NEUTRAL] OK, cause it's just how we were doing it just to make sure.
[AGENT][POSITIVE] Yes, ma'am, but I believe he has called and spoken to us as well.
[AGENT][NEUTRAL] Regarding your claims and faxing can because we received.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Uh, confirmation stating that that other fax, you know, the day that we sent it twice, the second one was received.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They did receive it.
[CUSTOMER][NEGATIVE] Oh well, they never gave it to me.
[AGENT][NEUTRAL] I don't know. We did receive a confirmation. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] That that was successful. So, um, let me look at a few more notes on here.
[CUSTOMER][NEUTRAL] Now that was for something else. That was for the doctor's paperwork that they did fax it.
[AGENT][NEUTRAL] Yes, ma'am, but it's all one claim form. It's all one claim form. That claim form is like 8 pages. It's all one document and it's just like the first couple of pages are for you, the next few pages are for your employer, and the next section is for your physician, but it's all that same document. We sent the entire document. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, those are the ones that they, they were received by my insurance agent and then he sent me what I needed to fill out for myself and for the doctor. Yeah, cause that number was [PII]. That's the insurance agent.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] Mhm. And he, I, I had also spoken with him and the day that we have faxed it to the facility because we did get confirmation that it was received. Now, I had given him the website where he could actually print them directly from our portal instead of having to see if a fax was successfully sent or not. We walked through the steps of exactly where to get that information.
[CUSTOMER][NEUTRAL] Anyway.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so I just need to tell him to go to the, the portal.
[AGENT][NEUTRAL] Just our website. He can just print it from the website. Mhm. Yes, ma'am. Mhm. Or he.
[CUSTOMER][NEUTRAL] And get those uh oh just the website.
[CUSTOMER][NEUTRAL] OK, OK, alright, alright, well, we'll try that next go around.
[AGENT][NEUTRAL] Yes ma'am. Now we can fax them to him again. It's just, you know, the fax is not so reliable.
[AGENT][NEUTRAL] These, these days. So if, you know, if he's able to just print them, it is much, much easier to just pull up our website. Like I said, I did talk to him also, and we walked through exactly where to find the form. We looked at the form, we went over what sections that needed to be completed, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So if he, you know, if he has any questions, he can call us again. He also was going to be
[AGENT][NEUTRAL] I believe you were gonna be completing an authorization form so that we could freely speak to him when he calls in to help him with anything. Did you send that back to us?
[CUSTOMER][NEUTRAL] Yeah, I did.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I thought he did cause I did uh complete it.
[AGENT][NEUTRAL] Uh let me see cause I, yes, ma'am, let me see if it shows that we have received that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I don't see, let's see.
[AGENT][NEGATIVE] I don't see that that has been received back yet, Ms. [PII]. Maybe he's just not sent it to us.
[CUSTOMER][NEUTRAL] Maybe so, cause yeah, I did um
[CUSTOMER][NEUTRAL] Completed and I sent it back to him. So.
[CUSTOMER][POSITIVE] OK, well we'll get this figured out for next time. I appreciate you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK. Well, you call us anytime that you have a question, but since, um, yeah, if you have any other questions, just please feel free, Ms. [PII] to call us and we'll be more than happy to help you.
[CUSTOMER][POSITIVE] OK, thank you so much. You have a good day.
[AGENT][POSITIVE] Well, you are so, yes, ma'am, you too, and I hope you get to feeling better really soon.
[CUSTOMER][POSITIVE] All right, I appreciate that.
[AGENT][POSITIVE] Yes ma'am and thank you again for calling APL OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright thank you uh huh bye.
[AGENT][POSITIVE] Bye bye. You're welcome. Bye-bye.