AccountId: 011433970860
ContactId: 244542a8-1d24-4d7d-9512-38d91e12ddcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110470 ms
Total Talk Time (AGENT): 89731 ms
Total Talk Time (CUSTOMER): 27620 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/244542a8-1d24-4d7d-9512-38d91e12ddcd_20250127T21:27_UTC.wav
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[AGENT][NEUTRAL] I.
[CUSTOMER][NEUTRAL] But otherwise, you know.
[AGENT][NEUTRAL] You're speaking. How may I help you today?
[CUSTOMER][NEUTRAL] the weekend
[CUSTOMER][NEUTRAL] Hi, this is [PII] and I had a missed call.
[AGENT][NEUTRAL] Yes ma'am, Ms. [PII], I had just called you because we received a doctor claim form for you, but the doctor claim form that was submitted is a doctor that's filling you out saying your date of disability starts at [PII], and I spoke with your employer, and they said your last day of work was [PII]. So who had you off before [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I was on maternity leave.
[AGENT][NEUTRAL] Uh that, that means you was out on disability for maternity leave. We would need that doctor to fill out your claim form.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Yes, ma'am. So you can.
[CUSTOMER][NEUTRAL] OK, so you need my, my my.
[AGENT][NEUTRAL] We need the doctor that first, the doctor that first took you off work for your disability. Yes, ma'am.
[CUSTOMER][POSITIVE] OK. OK. All right. Sounds good. Thank you.
[AGENT][NEUTRAL] OK. And, OK, now I'll send you a, uh, uh EOB letting you know that's what we need. And once we get that, that form from your doctor, then we got to request medical records to rule out a pre-existing medical condition. So as soon as you can get that into us, we can go ahead and get those medical records requested from that doctor.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You, you said to roll out what?
[AGENT][NEUTRAL] Preexisting meaning that your policy uh your policy just can't affect for one. So any time you send in a claim within your 12 month preexisting period, we have to rule out this is not a preexisting medical condition, meaning that you had not treated for this medical condition between [PII]. So we would, we would with medical records, yes. So that's what we need that original doctor, OK?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. You have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.