AccountId: 011433970860
ContactId: 34f608f6-5877-4009-847c-52cf4b0ce8ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 540460 ms
Total Talk Time (AGENT): 216142 ms
Total Talk Time (CUSTOMER): 161220 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/34f608f6-5877-4009-847c-52cf4b0ce8ae_20250130T17:04_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][NEUTRAL] Hello [PII], this is uh [PII]. I've got a policy number here. It is uh 251-1336. Uh, looks like the last information was uh.
[CUSTOMER][NEUTRAL] Um, my doctor, I guess it sent in whatever they needed to send in so that my claim could be um.
[CUSTOMER][NEUTRAL] They can go ahead on to finish processing my claim. I was wondering when that was going to happen.
[AGENT][NEUTRAL] Well, I can help you with that, Mr. [PII]. Do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, that's [PII]. Mailing address is uh [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] So, I knew I'd spoken with you before. I remembered your name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Let me check. It looks like we did receive a document on the [PII], and I'm just want to verify that that is in fact your doc doctor's portion.
[AGENT][NEUTRAL] If you'll bear with me just one second, and what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I'm getting that document pulled up and we can verify that it is in fact your physician's portion.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] I'm looking at this, I see.
[AGENT][NEUTRAL] Your portion.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Direct deposit authorization, so that is, that's already activated on your account.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Statement of insured.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Mr. [PII], I am not seeing your physician's portion yet. Have you spoken with them?
[CUSTOMER][NEUTRAL] OK, yeah, they said they refaxed it and then of course the day that they said it we faxed it, that's the same date that I'm showing that um.
[AGENT][NEUTRAL] That we have a
[CUSTOMER][NEUTRAL] Uh, that uh you received it.
[AGENT][NEUTRAL] Well, what we received was your portion. They didn't fax the.
[CUSTOMER][NEUTRAL] That was, that was on the that should have been on the [PII].
[CUSTOMER][NEGATIVE] You received my portion on the [PII] you receive something else.
[AGENT][NEUTRAL] Yeah, and I just pulled that up.
[CUSTOMER][NEUTRAL] Should be from Doctor [PII].
[AGENT][NEUTRAL] Let me check one other thing for you. Hang on just a second.
[CUSTOMER][NEUTRAL] For
[AGENT][NEUTRAL] I'm just gonna check everything to make sure.
[AGENT][NEUTRAL] Do, and do you know what number they faxed it to?
[CUSTOMER][NEUTRAL] Um, it should be the, um, hold on for a second, it should be the number that's on the fax number on the paperwork.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] It should be her clean facts.
[CUSTOMER][NEUTRAL] Yeah, because, because it's the same one that they sent it to the first time that they sent the doctor's information.
[CUSTOMER][NEUTRAL] Because they said they already had it.
[AGENT][NEUTRAL] OK, medical records. Let's see what this is.
[AGENT][NEUTRAL] Let me check this one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That's why I like to sit here and look and make sure, so bear with me just one second.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] State benefit insured.
[AGENT][NEUTRAL] Claim disability claim form, still looking for the physicians for it. I'm pretty sure this is it, but I just want to put my eyes on it and make sure for you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Attending physician statement.
[AGENT][POSITIVE] We did receive it on the [PII], so we did in fact receive that. Now it is in line to be processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] And once it's processed the benefits are payable, that will come directly to your bank account.
[CUSTOMER][POSITIVE] OK, alright, cool, cool, cool. Any idea about when, when that might be?
[AGENT][NEUTRAL] No, sir. Now you know benefits are released around the [PII] of every month. Now, um.
[AGENT][NEUTRAL] So they will, the adjudicator will process that.
[AGENT][POSITIVE] And then get what any if there's any back payment that'll all be included on this payment.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Let me check this return date work date. Have they extended that for you?
[CUSTOMER][NEUTRAL] Yeah, it was, it was extended until the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because my return first to return to work date was like the [PII] and then they extended it out till the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] I see that. And um
[AGENT][NEUTRAL] So once we have that processed.
[AGENT][NEUTRAL] I see you have that active portal account. If you signed up for the text messaging, you'll get a text message stating that the claim has been processed. And if you go in the portal to view the claim decision, you would click on that claim number. Now, after you receive that text message, it could take up to 24 hours to be able to view in the portal. So,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you go in there and there's nothing found, it, you just need to wait a little while for that processing to take, you know, it has to go in overnight and you should be able to view the claim decision within 24 hours.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because I received a text saying telling me that they have received new information. I was like, OK, that must be the doctor's portion. So I'm just kind of waiting to figure out what's going on because you last time they received it and I get it processed out just a few days later and I'm like, OK, it's been a few days now, so I was checking to see what's going on.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah. It just, it might just need another day or so and hopefully they'll have that process for you. And you can rest easy on that one.
[CUSTOMER][NEUTRAL] OK, OK, yeah, I got like I got bills to pay, so alright.
[AGENT][NEUTRAL] I understand those bills do not stop.
[CUSTOMER][NEGATIVE] No, they don't. I wish they would though.
[AGENT][NEGATIVE] I know. They just don't, they don't, I've been in your situation and it is very stressful.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, yes, yes, well, at least I'll be going back to work on Monday, so that'll be good.
[AGENT][POSITIVE] Yes, sir. And if you need anything else, Mr. [PII], you don't hesitate to give us a call, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] All right, thank you, thank you.
[AGENT][POSITIVE] My pleasure, Mr. [PII], and thank you for calling APL and I hope you continue to feel better.
[CUSTOMER][POSITIVE] Alright thank you ma'am.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.