AccountId: 011433970860
ContactId: 3a1a23c2-cf63-429e-8194-f89cf7b84bde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256970 ms
Total Talk Time (AGENT): 134559 ms
Total Talk Time (CUSTOMER): 105944 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/3a1a23c2-cf63-429e-8194-f89cf7b84bde_20250115T21:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yeah, I just need to verify um that uh the paperwork that was just that was just submitted by fax as well as uploaded that it is legible because I guess there was a problem with the the last time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can see, can I help you. May I have your name?
[CUSTOMER][NEUTRAL] Yeah, [PII], last name [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, Mr. [PII], what's the phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] All right, you have your policy number?
[CUSTOMER][NEUTRAL] I have my Social Security. I don't have my policy on me, but it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me 1 2nd to get to that screen. Give me 1 2nd to get to that screen. OK, that's all right. What is that social now?
[CUSTOMER][POSITIVE] Right, sure, sorry about that.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, can you verify your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And what policy you sent that on, your disability policy or your, uh, disability? OK, let me bring it up. Give me one second.
[CUSTOMER][NEUTRAL] Dis disability, yeah.
[AGENT][NEUTRAL] Verify your date of birth and your uh email address on file.
[CUSTOMER][NEUTRAL] It's uh [PII] and the email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, thank you. Let me see, uh, we do show that something came in our office on today and let me be, let you know if we'll be able to read it or not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's coming up just taking a minute.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. We do have a doctor portion here and it would look like we'll be able to read it. I don't know who scratched through it and put 117. Uh, that would probably have to, we'll see who, who marked it on there cause it had 110. It looked like somebody scratched through it and put 117. So we'll probably have to call the doctor to verify that that was uh.
[CUSTOMER][NEUTRAL] Yeah, because he, yeah he did that.
[AGENT][POSITIVE] When, OK, all right, but we do, uh, it, it is readable and it just came in it's in line. You can give it 7 to 10 working days for the claim to be processed.
[CUSTOMER][NEUTRAL] I was with him yesterday.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and then um uh the uh statement of health I just uploaded that to the system.
[CUSTOMER][NEUTRAL] Um, my portion
[CUSTOMER][NEUTRAL] Did they come through?
[AGENT][NEUTRAL] Well, well, I think your portion was all right. I think it was just a doctor portion that was unreadable last time. So we got, still got your doctor, I mean, your portion from the last client.
[CUSTOMER][NEUTRAL] OK, yeah, I just sent I just sent my, I, I sent a new one just because the, uh, the return to work dates different.
[AGENT][NEUTRAL] That's fine if you send it again, they, they, it'll get in there, uh, like I say, it'll be 7 to 10 working days that we have to process that claim. So, yeah, so we, we only needed that doctor portion.
[CUSTOMER][NEUTRAL] OK, because.
[CUSTOMER][NEUTRAL] OK, I didn't know that. Um, I, I went ahead and did redid the statement of health just to, to reflect the, uh, the renew return to work date, which is what he noted in initial so but they'll they'll contact the doctor just for verification, right, because he.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yeah, since they mock through the paperwork, you know, anytime someone mark on something, we have to verify, yeah. Mhm. OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Right, sure, no problem. Hey, thank you so much. I appreciate your help thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. You have a great day and thank you for calling American Pu Li. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you so much bye bye.
[AGENT][NEUTRAL] Mhm.