AccountId: 011433970860
ContactId: 4718d6eb-aa40-42f6-9627-096acf396b11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 469730 ms
Total Talk Time (AGENT): 155245 ms
Total Talk Time (CUSTOMER): 177879 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/4718d6eb-aa40-42f6-9627-096acf396b11_20250611T16:48_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Sure, I was just talking to somebody. We got disconnected. They didn't try to call me back or anything, so I'm calling back now.
[AGENT][NEUTRAL] I'm sorry. Um, how can I help? What were you guys discussing?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And I got a text message telling me that my claim, uh, further information had been reviewed. First I got uh uh a text message telling me that my claim was completed.
[CUSTOMER][NEUTRAL] To go online and try to log in to get the information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Every time I went online to log in, it wouldn't allow me. So when I talked with her this morning, she told me that the website had gone underwent some new stuff and I needed to create a new account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I'm OK with that, but I was asking her was she able to give me the information? I will go online and get that information updated.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm able to get into it, but I just want to see if I can find it out now.
[AGENT][NEUTRAL] OK, let's check on the claim. Do you have the policy number by chance?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My policy number is
[CUSTOMER][NEUTRAL] Hold on I'm grabbing my card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02607843
[AGENT][NEUTRAL] Thank you, Ms. [PII] and then if I can just get your date of birth and address, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] OK, thank you so much. All right, so was it a dental claim, a medical claim? What kind of claim was it?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It was a medical claim. I had a stroke on the [PII].
[AGENT][NEUTRAL] OK. I just wanna make sure I'm looking on the right policy here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did you need the claim number?
[AGENT][NEUTRAL] Does it end in 0660?
[CUSTOMER][NEUTRAL] Um, go back to um mm mm mm mm mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 0660 yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like the claim is showing that we're still needing the employer's portion of the disability claim form filled out. Did you provide that to them?
[CUSTOMER][NEGATIVE] I sent in everything that they sent me and I sent it over to my employer. They sent it back to me telling me, telling me that there was no portion on there that they required.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] Just feel like it was just everything for me and the doctor and the doctor took it to my doctor's office the day of my appointment.
[AGENT][NEUTRAL] Let me look at what was sent in here.
[CUSTOMER][NEGATIVE] When my employer sent it back to me, they told me they had sent my form over to HR and HR told them that there was nothing that they needed to do with the form that it needs to be filled out by my doctor's office.
[AGENT][NEUTRAL] So there's a portion on the very first page under the policyholder statement where it asks for salary information.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I saw it and that's what I sent them. I sent them everything.
[AGENT][NEGATIVE] Right. So that portion is not filled in though. It needs to be filled in.
[AGENT][NEUTRAL] So on the form it's the K on the form it's the K3 section. It says salary information list insured's annual salary lists the insured salary over 12 month period immediately preceding the last day worked.
[CUSTOMER][NEUTRAL] OK, I'm gonna go on.
[AGENT][NEUTRAL] Um, it asked for
[AGENT][NEUTRAL] Carry your contract number. It says if the insured is unable to work due to a work-related injury or illness, please provide the following worker compensation details. So that whole portion.
[AGENT][NEUTRAL] Needs to be filled out.
[AGENT][NEUTRAL] And signed and dated, it looks like.
[CUSTOMER][NEUTRAL] I know it.
[CUSTOMER][NEGATIVE] And, and you know what, and you know what, and I told him that I said y'all have to do something. No, no, let's get, I was like, OK. I said y'all are holding me up and I know it's gonna come back. So now I'm about pissed off because see now I'm still waiting and I told the stupid tale that they needed to do something. We sent the HR HR said we didn't have to do anything.
[AGENT][NEUTRAL] I apologize for the confusion, but yeah, that's a portion that's got to be filled out because it's highlighted on here.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And and see on your form, it does not set for it doesn't set for employer. It doesn't say that.
[CUSTOMER][NEGATIVE] But I told him I said, I can't fill this part out because I mean it asking for somebody with a title and I my title is employee. I know it wasn't for me and I told them that. I'm so sick of this.
[CUSTOMER][NEUTRAL] Man.
[AGENT][NEUTRAL] So once that's completed, you could just resubmit it to us and then they'll uh complete, you know, reprocess it. You don't have to resend the whole form. You can just resend that one page. It's page 8 of 8 and you can just resend that page with the signature and it filled out and then they'll take everything else.
[CUSTOMER][NEGATIVE] So why did I get a text today telling me that all the information had been received when it hadn't been.
[AGENT][NEUTRAL] It's just a confirmation that we received the uploaded claim. We don't know that all the information's been received until an examiner actually goes in and processes the claim.
[CUSTOMER][NEGATIVE] OK, I'm gonna go back, but this is about to take me to a whole another level cause I'm tired of it now. First, I couldn't even fax it over because y'all don't even take faxes.
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEGATIVE] I'm just, I've just been running around the world, just, just running around the world and this has been too much to deal with, but I'm gonna go on and send it back to him again.
[AGENT][NEUTRAL] Just let them know that section K under the salary information needs to be filled out and then there's a signature and a date sign down below.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're welcome, [PII]. Bye-bye.