AccountId: 011433970860
ContactId: 37ec5799-bdfc-460c-b9b1-f5c6c6b35be8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348059 ms
Total Talk Time (AGENT): 162819 ms
Total Talk Time (CUSTOMER): 80344 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/37ec5799-bdfc-460c-b9b1-f5c6c6b35be8_20250204T20:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good evening. I was calling about a um a claim status.
[CUSTOMER][POSITIVE] Like the process of it.
[AGENT][POSITIVE] OK, I can help you.
[AGENT][NEUTRAL] Yes, I can help you with claim status. Can you please give me your name and your callback number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] It's for [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't have the policy number on hand. They use the social the last time or the address to pull it up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is your social security number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, on which policy did you want me to check for you for the claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, which policy
[CUSTOMER][NEUTRAL] But the, the short term disability?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, is [PII] there for me to verify that it's OK to discuss the policy with you?
[CUSTOMER][NEUTRAL] Yeah, hold on. Yeah, hello?
[AGENT][POSITIVE] Thank you ma'am.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I'm with APL.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Is it OK if I discuss your policy with the lady that has called me and and I did not get her name. What is her name?
[CUSTOMER][NEUTRAL] On the day.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] What's the name again one more
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] Yes sir, and Mr. [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] I can't hear you.
[CUSTOMER][NEUTRAL] You said what is who?
[AGENT][NEUTRAL] What's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] When is your birthday?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then I'll also need for you to verify your address, phone number and email address for me sir.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And you need the email too?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Email [PII].
[AGENT][NEUTRAL] OK, and then one last verification, what is your cell phone number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, I'm gonna say [PII] is [PII]. I'm sorry.
[AGENT][NEUTRAL] OK, that's fine sir, thank you. OK, thank you sir I appreciate you verifying your policy. It's OK if you put Ms [PII] back on the phone now.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you [PII].
[CUSTOMER][NEUTRAL] Hello hello.
[AGENT][NEUTRAL] Hi Ms. [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hello Ms. [PII], so he did give us consent to be able to discuss the policy with you. Um, I do see.
[AGENT][NEUTRAL] That on let's see what's the date?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] We received
[AGENT][NEUTRAL] We reported a claim form through the online service center and let's see what the remarks are on this.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] The claim form came through, but the claim form submitted was incomplete, and it says in order for additional consideration to be given to your claim, please have your physician to complete the physician's portion of the claim form in its entirety.
[AGENT][NEUTRAL] To confirm the disability, your claim will be.
[AGENT][NEUTRAL] In an inactive status until we receive the requested information.
[CUSTOMER][NEUTRAL] The physician told me they faxed it over to y'all.
[AGENT][NEGATIVE] We've not received anything since um.
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] But you received the um the ones I uploaded from the job and everything?
[AGENT][NEUTRAL] We received the ones that um were uploaded from the online service center.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] And so they just need the physician's portion to be filled out.
[CUSTOMER][NEUTRAL] OK, I'll reach out to them to see where they emailed it to or what fax number they faxed it to.
[AGENT][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] And then once we get it you'll have to give it like 7 to 10 business days for them to process it and you guys can check back in on it again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] OK, you're welcome, Miss [PII]. Is there anything else I can help you guys with before we go?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, that's not, that's it.
[AGENT][POSITIVE] OK, well you have a blessed night and thanks for calling APL.
[CUSTOMER][NEGATIVE] It, it, no.
[AGENT][NEUTRAL] Bye