AccountId: 011433970860
ContactId: 2455247b-d6c1-414c-9931-d68db1646c16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 986630 ms
Total Talk Time (AGENT): 347376 ms
Total Talk Time (CUSTOMER): 344363 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/2455247b-d6c1-414c-9931-d68db1646c16_20250114T20:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, thank you for taking my call. I got a letter in the mail right now saying that my claim was incomplete, and I think it's updated. I'm hoping.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It would be my pleasure to assist you with that. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Yes ma'am, it's 246-215-8.
[AGENT][NEUTRAL] Thank you. And do you mind verifying your name and date of birth, please, sir?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right. Thank you, Mr. [PII], and it would be a pleasure to assist you today. What is your current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And what is your callback number?
[CUSTOMER][NEUTRAL] My cell is [PII].
[AGENT][NEUTRAL] All right, thank you. And would you like for us to add an email on file for you?
[CUSTOMER][NEUTRAL] Oh, I, yeah, you don't have one?
[AGENT][NEUTRAL] Well, you know, it looks like you've got that a portal. Let me check on that. Hang on just a second. I want to check on that for you.
[AGENT][NEUTRAL] Because it looks like you have an active online account correct?
[CUSTOMER][NEUTRAL] Yeah, I mean, I, I filled out the.
[CUSTOMER][NEUTRAL] The employee portion of it.
[AGENT][NEUTRAL] Mhm. Oh, I'm just checking on the email.
[CUSTOMER][NEUTRAL] Very recent.
[AGENT][NEUTRAL] Hang on just a second, let me check that for you and we can look that. Yeah, we don't have an email on file for you. What's an email address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And just to verify that [PII].
[AGENT][NEUTRAL] [PII], correct? [PII]?
[CUSTOMER][NEUTRAL] Yeah, yeah, [PII].
[AGENT][NEUTRAL] Alright, I've got that updated for you. So it looks like we did receive a claim document on the [PII].
[CUSTOMER][NEUTRAL] [PII] I
[AGENT][NEUTRAL] I'm sorry, on the, on the [PII] of, uh, I'm so sorry, on the [PII].
[CUSTOMER][NEUTRAL] Think it should be
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Yeah. And I'm just pulling that up to check it.
[CUSTOMER][NEUTRAL] So did you get the physicians? Yeah, I'm sorry, did you get the, was that the employee portion or the or the physician?
[AGENT][NEUTRAL] No, you're
[AGENT][NEUTRAL] So what I'm doing is I'm gonna pull up that document and let's see what we received, and then that way we'll be sure. It just takes me just a moment.
[AGENT][NEUTRAL] All right, I'm seeing your portion.
[AGENT][NEUTRAL] And continuing to look and see.
[AGENT][NEUTRAL] So actually, I'm just seeing that it's your portion. So let me check one other thing for you. Have you returned to work?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No, no, I had surgery on [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I'm in physical therapy.
[AGENT][NEUTRAL] OK, let me check, see what this is.
[AGENT][NEUTRAL] Just looking at a couple of things for you. Bear with me just one second. Yeah. So we are needing, we have not received the employee's portion, well, we did receive your portion. We have not received the physician portion as of yet.
[CUSTOMER][NEUTRAL] All right, I did fax that.
[CUSTOMER][NEGATIVE] Huh, I wonder why you didn't receive it.
[AGENT][NEUTRAL] Do you know when it was faxed?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, if you give me a moment I'll go. I'm sorry I didn't have that. I just thought, I thought you had it, so let me go in my office and, and look, OK?
[AGENT][NEUTRAL] Oh, you're fine.
[AGENT][POSITIVE] All right. You just take your time.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][MIXED] I might have to, I don't know if you want me to call back because I respect your time but I do have.
[CUSTOMER][NEUTRAL] Uh, I have a lady who's with the doctor's office who told me she faxed it.
[AGENT][POSITIVE] No, you're, you're fine. You take your time. You're important.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] OK, OK, let me look at the email then.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Is this from Doctor [PII]'s office?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Yeah, I just don't see that we've received it yet.
[CUSTOMER][POSITIVE] Yeah and there is a chance that.
[CUSTOMER][NEUTRAL] Uh, I, I don't know, like maybe she didn't fax it to the right fax, but.
[CUSTOMER][POSITIVE] They've always done a good job with that. Let me, so my.
[CUSTOMER][NEUTRAL] Personal my home computer for some reason isn't working. Let me just check on my phone, please.
[AGENT][POSITIVE] Sure. Take your time. It's, you're fine.
[CUSTOMER][NEUTRAL] Lots of emails.
[AGENT][POSITIVE] Yeah. And you just take your time. You are fine, Mr. [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you show, I'm still uh looking through email, but did you show that I went to the doctor on the [PII] for a follow up?
[AGENT][NEUTRAL] I'll have to look at that document again, bear with me just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's just taking its time coming up, so bear with me.
[CUSTOMER][NEUTRAL] Oh yeah, and meanwhile I'm searching the email from.
[CUSTOMER][NEUTRAL] From [PII], yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] It's finally coming up.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] This is showing your last date worked on the job was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, on
[AGENT][NEUTRAL] On the continuing disability details, it just had, has had right shoulder surgery on [PII]. Follow-up doctor's appointments on [PII], start physical therapy and have a doctor's follow up on [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah, that's it, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Gosh, that tells me that you had to receive it because how would you get that information but I'm, I'm looking for the email.
[AGENT][NEUTRAL] Now, that is on the document that you, it looks like it's got the insured's portion.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEGATIVE] So, maybe there's a page missing.
[CUSTOMER][NEUTRAL] Is that from my the employee portion, not the physician portion?
[AGENT][NEUTRAL] Mhm. That's what it looks like.
[CUSTOMER][NEUTRAL] OK, that's OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, here it is, so yes ma'am, so her name is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, this is, uh, I, I said, are you?
[CUSTOMER][NEUTRAL] Or can you confirm that they were.
[CUSTOMER][NEUTRAL] Good morning. Were they faxed?
[CUSTOMER][NEUTRAL] To she said, yeah, attached, OK.
[CUSTOMER][NEUTRAL] So let me look, ma'am.
[AGENT][NEUTRAL] I tell you what, do you mind holding just one moment? Let me just check one other thing for you, OK?
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] Thank you. If you don't mind holding just one moment.
[CUSTOMER][NEUTRAL] I will hold as long as you need, but yeah, it looks like it was on the, it looks like it was on the [PII] from [PII].
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] OK, let me, let me, what I'm gonna do is ask one of our examiners if the information that we have.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Would suffice.
[CUSTOMER][NEUTRAL] Yeah, and the fax number, yeah, the fax number she sent it to is [PII], and that's the one we've always faxed to.
[AGENT][NEUTRAL] Yeah, that is the correct fax number, but if you don't mind, thank you. I'll be right back with you. One moment.
[CUSTOMER][POSITIVE] OK I don't mind holding yep.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] F
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking to? How may I help you?
[AGENT][POSITIVE] Well, happy New Year, [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm good and you [PII] how are you?
[AGENT][POSITIVE] I'm doing good, thank you. I appreciate it. Can you just look at something real quick for me and see if this will suffice? It's policy number 2462158.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On that open document, he was calling to see if we received the position portion.
[AGENT][NEUTRAL] For the discontinuing disability?
[CUSTOMER][NEUTRAL] OK, let me take a look.
[AGENT][NEUTRAL] And it looks like the page 5 could be, but it doesn't say physician statement. So before I tell him we've got what we need.
[CUSTOMER][NEUTRAL] What's his name? [PII]? OK, I just wanna make sure I was looking at the right thing. OK, let me go look, let me go look in on that.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, [PII].
[CUSTOMER][POSITIVE] Let me go look at one base and see. You're welcome. You're quite welcome.
[AGENT][POSITIVE] I appreciate your help.
[CUSTOMER][NEUTRAL] Let's see here. All right.
[AGENT][NEUTRAL] Because he stated that the doctor sent it in on the [PII], but.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] This was like excuse me, this came from him.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It does.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] But it looks like that might be the doctor's signature at the bottom.
[CUSTOMER][NEGATIVE] I gotta look at it, you know, this on base is so slow. Well, it's so slow. Something got you strangled. So I see statement of insured.
[AGENT][NEUTRAL] Lord have [PII].
[AGENT][NEGATIVE] So slow.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] So let me go see exactly what they said they needed.
[AGENT][NEUTRAL] Employee and physician form.
[CUSTOMER][NEUTRAL] OK, because this only looks like employee form to me does not look like the physician, but let me, I just wanna make sure.
[AGENT][POSITIVE] Oh yeah, I see that must be his signature. Good, great.
[CUSTOMER][NEUTRAL] The employee and physician. Yup, and um so we still don't have the physician form. When we go back, uh, you know, I just wanna, you know, the doctors will tell them we sent it. Yeah, see that form, when you start looking at this on page 4, that's a statement of the insured, that's his form.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, and I knew that, but it was the next page that was just kinda had me.
[CUSTOMER][NEUTRAL] So that's his form.
[CUSTOMER][NEUTRAL] But that's the continuation of his form.
[CUSTOMER][NEUTRAL] But yeah, that's, that's his acknowledgment. That's his signature. Yeah, if it's the doctor's form, it's gonna say a pending physician statement.
[AGENT][NEUTRAL] OK. But it's not the doctor.
[AGENT][NEUTRAL] Got you. OK.
[CUSTOMER][NEUTRAL] This is all his. We don't, he needs to, we need, we still don't have a physician.
[AGENT][POSITIVE] I can tell him. I just wanted to check and make sure. I do appreciate your help. It's so good to talk to you and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] OK. OK. You're welcome. All right, say likewise and happy New Year. OK. Bye-bye.
[AGENT][POSITIVE] Happy New Year. Bye-bye.
[AGENT][NEUTRAL] Mr. [PII], thank you for your patience. So I did check, we just do not have the physician's portion.
[CUSTOMER][NEUTRAL] Yes, hi.
[AGENT][NEUTRAL] We've not received it yet, so we still need to get that in in order to provide benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, is there a chance I could email it?
[AGENT][NEUTRAL] Now our email is not secure, but you know, there are instances and we do want to protect your personal health information.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You can fax it or email if you can fax it, and then if you wanted to call back tomorrow and let's just make sure that we did receive it.
[CUSTOMER][NEUTRAL] I can fax it.
[CUSTOMER][NEUTRAL] I can fax.
[CUSTOMER][NEUTRAL] Yes ma'am, I will fax it.
[AGENT][NEUTRAL] We just, we just, yeah, we just prefer trying to protect your information with all.
[CUSTOMER][NEUTRAL] Yeah, yeah, I appreciate it. OK, so, yes, so I will, I will, uh, fax over the or excuse me, attending physician statement. It's 2 pages.
[AGENT][NEUTRAL] Possible means.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'll send that to the [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, I'll get that out today and I'll call.
[CUSTOMER][POSITIVE] Maybe tomorrow and I appreciate all that you've done, OK?
[AGENT][POSITIVE] Well, it's been such a pleasure to assist you, Mr. [PII]. I certainly hope you get to feeling better, but if you need anything now, you give us a call, OK?
[CUSTOMER][POSITIVE] OK, thank you. I'll get those out. Thank you, ma'am.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK. Bye.