AccountId: 011433970860
ContactId: 364ea761-6ed8-43ba-afc0-c59addc02356
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220690 ms
Total Talk Time (AGENT): 87729 ms
Total Talk Time (CUSTOMER): 106552 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/364ea761-6ed8-43ba-afc0-c59addc02356_20250305T16:43_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi. Um, so I got a text message this morning saying that my claim was processed. And then when I looked at it, um, it said I was missing some documents. Um, so I did, I just wanna, I faxed them over about 15 minutes ago. I just want to make sure that it was known because I didn't upload them. I faxed everything over, so nothing's on my, my, um my portal.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's your name?
[CUSTOMER][NEUTRAL] It's [PII] I'm sorry.
[AGENT][NEUTRAL] And do you have
[AGENT][NEUTRAL] Oh, that's OK. I was gonna ask for your policy number.
[CUSTOMER][NEUTRAL] Yeah, it is 222-1083.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], verify your date of birth, mailing address and email address for me.
[CUSTOMER][NEUTRAL] It's [PII] and then the address is [PII] and then um the email address is [PII].
[AGENT][NEUTRAL] OK, did you update your email, I mean your mailing address because I'm showing a different address on file.
[CUSTOMER][NEUTRAL] Oh good, they changed it last time? OK, uh, it should be [PII] then.
[AGENT][NEUTRAL] Give me the complete address.
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][POSITIVE] OK great that's what we have.
[CUSTOMER][POSITIVE] Perfect
[AGENT][NEUTRAL] But I was gonna have to update it for you, OK.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] So, um, you said that you received a text message that a claim had been processed for you and that additional information is needed?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh, this would be for your short term disability policy.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so it looks like we need the uh doctor's portion which is the attending physi the attending physician statement, and then the employer's claim form.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yeah, I don't know how I didn't get faxed over the first time, but I, I just faxed it over again about 15 minutes ago. For some reason it wouldn't let me upload it onto the portal, so I faxed everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh it didn't? OK, so you, you fax the employers' part and then the attending physicians?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I did. I just refaxed the entire packet, the 7 pages.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, very good. So if you fax it today, allow at least 24 to 48 hours, 48 hours for us to see it in your file, and I'll go ahead and document um that you faxed it. Can you confirm the fax number you sent it to?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, let me.
[CUSTOMER][NEUTRAL] Oh, it's on my phone.
[CUSTOMER][NEUTRAL] The fax number is
[CUSTOMER][NEUTRAL] Where is it on this page?
[AGENT][NEUTRAL] Uh, it should be at the are you looking at the claim form?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, I'm looking at my the like the the fax.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Communication result report doesn't have a phone number on oh wait [PII].
[AGENT][POSITIVE] OK, that's right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I've not updated your file that you report that you faxed the doctor and employers' portion of the claimboard morning to [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][POSITIVE] And did you have any other concerns or questions I could help with today?
[CUSTOMER][NEUTRAL] Nope, that's all.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL [PII], and have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][NEUTRAL] Uh bye-bye.