AccountId: 011433970860
ContactId: 2910443f-de9d-45e5-8d00-2eec696dc254
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 594159 ms
Total Talk Time (AGENT): 126138 ms
Total Talk Time (CUSTOMER): 225682 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/2910443f-de9d-45e5-8d00-2eec696dc254_20250506T18:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Hey, how you doing?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] Just fine. um, I had a procedure done at Emory, and they didn't send the paperwork back over to my employer over to Oxford. They send it directly to you guys.
[CUSTOMER][NEUTRAL] So I'm trying to see, do I still have to get those copies, but I know the other copies, uh the, the part that I would have to fill out and then the part that Oxford needs to fill out, but I'm trying to see, do I need to uh give them the part that came from Emory also?
[AGENT][NEUTRAL] So it sounds like it's a recent claim that you had that was requesting some additional paperwork, is that correct?
[CUSTOMER][NEUTRAL] Well, actually I just, um, it was the first one. I only filed one claim, um, and Emry sent it directly back to you all instead of sending it to um Oxford.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which is who I work for.
[AGENT][NEUTRAL] OK. Let me look at the policy. Do you have your policy number?
[CUSTOMER][NEUTRAL] Let me, let me get it. Let me get my card, just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What else?
[CUSTOMER][NEUTRAL] OK, it is.
[CUSTOMER][NEUTRAL] Well, uh, that'll be the same as the, the member ID number, right?
[AGENT][NEUTRAL] Mhm. It should be, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, X as in X-ray.
[CUSTOMER][NEUTRAL] K as in Kite. T as in Tom 831.
[CUSTOMER][NEUTRAL] W 06661
[AGENT][NEUTRAL] So all of our policy numbers are just numeric. There's no letters in them. Do you see anything that says certificate number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] I don't, um, and I'm looking at the insurance card.
[AGENT][NEUTRAL] Does it have a group number on it?
[CUSTOMER][NEUTRAL] Uh, yes, the group number is GA.
[CUSTOMER][NEUTRAL] 9609
[CUSTOMER][NEUTRAL] M as in Mary 004
[AGENT][NEUTRAL] Let's look it up by your name. What's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then [PII], what's your date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so we're talking about disability paperwork, correct?
[CUSTOMER][NEUTRAL] Yes ma'am, uh-huh.
[AGENT][NEUTRAL] So if the medical provider filled out their portion but the employer has not filled out their portion and the medical provider just sent it to us with their portion completed, the employer's portion will still need to be completed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah, that's what I, I know I'm gonna take the paperwork back to my job tomorrow, but what I was asking because my employer told me that she could not send just what I have to fill out and what she needs to fill out, it all has to be together, but [PII] would not send it to my job, they send it straight to you all. So do I have to give it to them at my job or because you already have it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can the paper that you all have, can I just take those out of what needs to be filled out and just let my employer fill out what they need to, I fill out what I need to and let her send that back.
[AGENT][NEUTRAL] Yeah, I mean, that should be fine. I don't, yeah, that seems strange that they wouldn't provide it to you.
[CUSTOMER][NEUTRAL] She said you all wouldn't accept it.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] She said you would not accept it if I don't send it all together, so she wants me to give her my paperwork that I got from Emory.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So she could send it all together.
[AGENT][NEGATIVE] But [PII]'s freezing to give it to you.
[CUSTOMER][NEGATIVE] Yes, and no [PII] gave it to me, they won't send it to my job they send it, she said we don't do that we only send it to the insurance company because the insurance company is the one that's handling the claim, not your employer, so my employer didn't have a fax number and they didn't want to send it to the email that um [PII] was given.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so I'm just trying to make sure that if I don't have if as long as you all have the part that came from Emory and I fill out what I, I need to fill out and my job fills out what they need to fill out and she can just send it back and everything, it'll be OK that way because she told me it wouldn't.
[AGENT][NEUTRAL] Yeah, I mean, I feel like it's right. I mean, I hear what you're saying. Yeah, I mean, I feel like it should be. I'll double check. I'm gonna double check with the claims examiner just to make sure, but I feel like as long as they have all the paperwork needed, I don't see what the issue is, but I hear what you're saying that she says it has to be all together.
[CUSTOMER][NEUTRAL] I'm just trying to make sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, give me just a second, I'm gonna place you on hold and double check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] It should be fine.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, so I did speak with somebody over in the claims department and I did confirm that you can submit them separately or all together. Either way is totally fine as long as we get every page that we need that's the most important thing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, well I'll send the rest of it tomorrow so that part won't be lost as long as my name and stuff is on it because I don't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I think like the policy number and all of that is on there, but it, it'll be fine until at least tomorrow and I can get it sent in.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. It will be. Uh-huh.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.