AccountId: 011433970860
ContactId: 28f2040a-1900-410b-98da-36fdef1145d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 461260 ms
Total Talk Time (AGENT): 160401 ms
Total Talk Time (CUSTOMER): 103051 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/28f2040a-1900-410b-98da-36fdef1145d7_20250203T21:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I needed to a form that I'm supposed to send to the employee for my husband [PII].
[AGENT][NEUTRAL] To the employer
[CUSTOMER][NEUTRAL] Uh huh, that's what they say that's why it was his claim was denied.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] It is 163-822-1.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. What type of policy is it?
[CUSTOMER][NEUTRAL] Disability.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's your spouse's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is he available?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I, I am on there they put they notated it where I can speak on his behalf.
[AGENT][NEUTRAL] Did he fill out that, did he fill out an authorization? He did fill out the authorization? OK, give me a second. That's what I'm looking for.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] And they notated it so I wouldn't have to send it again.
[AGENT][NEUTRAL] You know, if there's a paper authorization on file we can speak with you otherwise we'll have to get consent each time so let me look for the authorization that he signed.
[CUSTOMER][NEUTRAL] She said you sometimes have to go way back cause it was way back.
[AGENT][NEUTRAL] Uh, the author regarding the authorization.
[CUSTOMER][NEUTRAL] Yeah, and she said she notated it again.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Let let me just hang up and see if I can get somebody else.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it's
[AGENT][NEUTRAL] Yeah, there's the note I mean we just have to secure his file but I see the note it just took me a while to get it.
[AGENT][NEUTRAL] He has a lot of notes on his file, so I was just going through the notes.
[AGENT][NEUTRAL] And I see it. And what's your last name?
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] OK, just trying to confirm what's in the notes.
[AGENT][NEUTRAL] And you said that we, he was to have received what type of form?
[CUSTOMER][NEUTRAL] Well I was just trying to get the right form that I need.
[CUSTOMER][NEUTRAL] So I can send it to his employer.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] And the number you gave me is for his dental policy, uh, not the medical, I mean the disability. Did you wanna write it down for the disability?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I was looking for that also. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's 211.
[AGENT][NEUTRAL] 7201, that's for the disability policy.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so are you talking about the return to [PII]?
[AGENT][NEUTRAL] A form for his doctor to indicate that he's returned?
[CUSTOMER][NEGATIVE] No, they said it was denied and I'm supposed to get the some kind of form to send to the employer to fill out.
[AGENT][NEUTRAL] OK, do you know when he received his last disability payment?
[CUSTOMER][NEUTRAL] You know
[AGENT][NEUTRAL] Because I'm showing that he we processed the claim for [PII] of this year.
[AGENT][NEUTRAL] And so I'm not sure.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] What form?
[CUSTOMER][NEGATIVE] Well that's the claim I'm talking about. I received a letter saying that it wasn't approved because uh there's some type of form I'm supposed to do.
[AGENT][NEUTRAL] Do you have the letter in front of you?
[CUSTOMER][NEUTRAL] And that's what I'm trying to
[CUSTOMER][NEGATIVE] I don't, it just said incomplete application.
[AGENT][NEUTRAL] OK, I do not see that. I'm showing a payment Jeannette that was issued or processed on the [PII]. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's his date of birth?
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] OK, yeah, I don't see what you're talking about unless we've received the information.
[AGENT][NEUTRAL] Um, since the document that you're talking about.
[CUSTOMER][NEUTRAL] So how much was the check because we haven't received any check.
[AGENT][NEUTRAL] Yeah, so you're talking about the one that was processed prior to this one it says, um, in order for additional consideration to be given to your claim, please have your employer to complete the employer's portion of the claim, so we received that.
[AGENT][NEUTRAL] And process the benefit on the [PII].
[AGENT][NEUTRAL] The [PII] would have been on a.
[AGENT][NEUTRAL] Tuesday and so that means the check would have mailed out Wednesday morning so I would allow more time to receive it because today is just the [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][MIXED] Alrighty, but it was processed.
[CUSTOMER][NEGATIVE] Uh, so disregard that letter that I just re.
[AGENT][NEUTRAL] Yeah, it looks like we, yeah we what if if you can tell me the date that it was dated, I'm showing that was what you're talking about was processed on the [PII].
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] If you have that document, I can confirm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well, I just got the letter in the mail the other day.
[AGENT][NEUTRAL] OK, I'm showing a benefit processed on the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're welcome. Anything else I can assist with today?
[CUSTOMER][NEUTRAL] No ma'am, that was it.
[AGENT][POSITIVE] OK, [PII], thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Uh bye-bye.