AccountId: 011433970860
ContactId: 4160a33a-4462-4fa3-93dd-322a1eed8c67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399410 ms
Total Talk Time (AGENT): 197724 ms
Total Talk Time (CUSTOMER): 80773 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/4160a33a-4462-4fa3-93dd-322a1eed8c67_20250327T18:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How you doing [PII]? I'm calling because I have a question about this whole uh claims process, uh, with the short term, um, disability.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, so you have a question regarding, do you have you filed a claim with APL for for disability that you're wanting to check status on or?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, we could do that and go from there, but, um, I, um, my doctor's office is stating that they do not fill out any, uh, forms.
[CUSTOMER][NEGATIVE] They can give me some paperwork or something, but uh they don't fill out any forms.
[CUSTOMER][NEUTRAL] Where I got injured, so.
[CUSTOMER][NEUTRAL] I'm just like, I never heard this in my life, but um.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] I'm just trying to see what what can I do.
[AGENT][NEUTRAL] OK, so yes, sir, what I, um, I can try and help you with this. I will need to pull up your policy information or and verify some things with you for security. So who am I speaking with please?
[CUSTOMER][NEUTRAL] My name is [PII] and I have a policy number if you want it.
[AGENT][POSITIVE] I'm gonna get that from you in just a moment, Mr. [PII]. What's a good callback number for you also?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your policy number now, please?
[CUSTOMER][NEUTRAL] 257
[CUSTOMER][NEUTRAL] 48
[CUSTOMER][NEUTRAL] 19
[AGENT][POSITIVE] OK, thank you. So if you'll give me just a couple of moments please to get your information pulled up.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so first off, uh, as I stated before, I'll need to verify several things with you for security and any information I do provide will be a verification of benefits and not a guarantee of payment. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[AGENT][NEUTRAL] That we should have on file? OK thank you and lastly your email address?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] My [PII] and last name [PII].
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] And I can see too that you are set up on our portal on our online service center, OK, so.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me look at this most recent claim that we reviewed one moment.
[AGENT][NEUTRAL] OK, so I do see that the claim was denied because of the physician's statement. It said the claim form submitted was incomplete in order for additional consideration to be given to your claim, please have your physician to complete the physician portion of the claim form in its entirety to confirm disability. Your claim will be in an inactive status until we receive the requested information.
[AGENT][NEUTRAL] So, we will have to have the physician's statement showing that you are off work and why.
[CUSTOMER][NEUTRAL] I have something. I have a form, uh, because I've been out since the [PII] and uh.
[CUSTOMER][NEUTRAL] They're just saying they don't fill out any other forms.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I have their form
[AGENT][NEUTRAL] Um, now,
[AGENT][NEUTRAL] OK, so let me, let's.
[AGENT][NEUTRAL] Give me just one moment.
[AGENT][POSITIVE] And what I will be happy to do is I can have I can put a request in.
[AGENT][NEUTRAL] Um, for you, Mr. [PII], to have someone to contact you back on this since you're stating that the physician will not complete their section of the claim form.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, in order to let you know if that whatever they have provided, I don't know if that would be sufficient. We'll just have to have a little more research done on this, but I can, I will be happy to send that request and someone should be in touch with you within the next 24 hours.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If that would be OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, and the number and if they uh do you have voicemail if for any reason you're not available that a message could be left?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, uh, because I can't tell you, it won't be the [PII] number that you're calling in on that's gonna come up and I know we all get so many spam calls and that type of thing we're afraid to answer any call, but again, it should be within the next 24 hours.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right. Well, you are certainly very welcome and is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Uh, no, ma'am, you have a great day.
[AGENT][POSITIVE] Well, I hope you do too, and thank you again for calling APL.
[CUSTOMER][POSITIVE] Alright you too have a good day thanks.
[AGENT][NEUTRAL] All right, Mr. [PII], you too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye