AccountId: 011433970860
ContactId: 38f1cf74-8984-4b2d-9bcb-a490de8b5f89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 490299 ms
Total Talk Time (AGENT): 217720 ms
Total Talk Time (CUSTOMER): 212932 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/38f1cf74-8984-4b2d-9bcb-a490de8b5f89_20250106T16:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I just called and I guess we got disconnected. I didn't get past my phone number.
[AGENT][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK, sorry about that yeah I'm not sure what happened um OK yes please I'll go ahead and take that uh call back number from you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. um, do you have your policy number?
[CUSTOMER][POSITIVE] Uh, I just had it. I'm sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You that.
[CUSTOMER][NEUTRAL] It's 244-473-5.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, I'm just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address that we've got on file for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK awesome thank you so much for verifying that information, [PII]. OK, so let's just we're gonna go through some just basic uh things first just to make sure it's not nothing small um let me ask, are you using a desktop or a laptop computer to upload these files?
[CUSTOMER][NEUTRAL] No, my assistant manager tried to from my office by faxing it to you.
[CUSTOMER][NEGATIVE] And it's sending error, no response. So then she tried to, she tried the desktop for me by uh using.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Uh huh go ahead.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] It for me on my portal. So now I'm on my portal on my phone at home because I can't go anywhere right now. I'm bedridden because I tried to upload it on my phone like I did last year when I filed and it won't do it it's saying error.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, OK, got you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, so our website doesn't have support for mobile devices when uploading claim information. So if you were to use our online portal, it would have to be through a desktop or a laptop computer, um, and it's, uh, can be a little picky on the browser as well. that work the best do Chrome, um, but it also has support for Microsoft Edge and Safari. So I'm not sure what browser you might have been using on the desktop or your assistant, as you said.
[AGENT][NEUTRAL] Um, I can verify the fax number for you though, and if you don't have access to a desktop or a laptop, um, I can give you our mailing address, um, whatever else you might need.
[CUSTOMER][NEGATIVE] I can't wait on the mail. You've already denied me once without even giving me a heads up why or a chance to send in the rest of my paperwork. So I don't know, I don't even know if I have to open a whole new claim or do I just send in the information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's take a look.
[AGENT][NEUTRAL] Yeah, if we were just missing some information you can send that to us uh it looks like from what I see.
[AGENT][NEUTRAL] So the claim form was.
[CUSTOMER][NEUTRAL] She said it was just
[AGENT][NEUTRAL] Go ahead sorry.
[CUSTOMER][NEUTRAL] She said it was just from my HR and my portion that all y'all needed.
[AGENT][NEUTRAL] Yeah, but it was the incomplete, so yes, we just need that to be completed.
[CUSTOMER][NEUTRAL] So I can fax it to you and you're gonna give me a fax number?
[AGENT][NEUTRAL] Absolutely, let me, let me know when you're ready for that fax number.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, it is 877.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] Mhm. 942 3.
[CUSTOMER][NEUTRAL] 942 3.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And on the letterhead, she was putting just my uh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] She put the my prior ID, my disability claim for [PII], and my today's date to APL. Is that all she has to do?
[AGENT][NEUTRAL] Sure, yeah, uh, if you would put attention to claims department.
[CUSTOMER][NEUTRAL] Extension
[CUSTOMER][POSITIVE] Thank you. OK.
[AGENT][POSITIVE] Yes, and then that's that should be good.
[CUSTOMER][NEUTRAL] And I got a question.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] If I, uh, I got many text messages the first time I filed my claim, and I kept going on there on the portal, but it was no messages telling me that there was paperwork missing and I called y'all 3 times before y'all gave me a denial. Is, is that not?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I mean, am I supposed to not get the option like,
[CUSTOMER][NEGATIVE] Before denial to send in the rest because my doctor's office got all my paperwork mixed up because it wasn't only y'all that they had to fill out.
[AGENT][NEUTRAL] Right, I understand, so.
[CUSTOMER][NEGATIVE] And then they spread the rest because they refused to do the financial one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah
[CUSTOMER][NEUTRAL] So they shredded.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Understand. OK, so yeah, it well it says it's denied that it's more of pending, it's more in an in between status so it's once we have that corrected information and we'll be able to continue processing it. It simply says deny us the information we have wasn't sufficient, but you should um on the website on the online portal.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] It should give a status. I will say it may not always be exactly clear um I know sometimes it can be a bit confusing those messages but you're always more than welcome to give us a call and we'll let you know.
[CUSTOMER][NEGATIVE] Yeah, I did that and then the 3rd phone call is when I got denied. It was already denied and if I would have never called, I would have never known.
[CUSTOMER][NEGATIVE] Until it comes in the mail. But my next question is, I had to wait 2 months when I was out with Bell's Palsy last year for any income from y'all when I got approved.
[CUSTOMER][NEUTRAL] Do I, am I gonna go through the same this time? I mean, do I have enough time for y'all [PII] if I send it in today?
[AGENT][NEUTRAL] I would think so, yes, um, as long as we have all of the information, uh, it typically it can take up to 7 to 10 business days for claim information to process doesn't always take that long, but I'd say that's a good time frame. So yes, I would think that if we were to get all of the correct information submitted today, then you should be fine.
[CUSTOMER][NEUTRAL] Do y'all have enough?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and I just call back when if I fax in this to make sure y'all got everything. When should I call back?
[AGENT][NEUTRAL] Sure, um
[AGENT][NEUTRAL] I will say I think it can take up to 48 business hours of course um for that fax information to show that it's been submitted doesn't mean that it's taking that long to submit of course it just has to be linked to your account um so you can call back let's see.
[AGENT][NEUTRAL] Oh yeah, that's Monday, um, I'd say you could give us a call back Wednesday and we just verify that we've received it again it can take a bit to process, but we'll be able to at least let you know that it's been received.
[CUSTOMER][NEUTRAL] And you said attention disability claims?
[AGENT][NEUTRAL] Uh, claims department.
[CUSTOMER][POSITIVE] Claims department. OK. Thank you so much.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, of course I'm sorry it's been so confusing. Did you have any other questions for me?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright, well thanks for calling APL, Angela. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you