AccountId: 011433970860
ContactId: 506333f6-ca93-4f94-abbc-cbab187c4aae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359339 ms
Total Talk Time (AGENT): 239741 ms
Total Talk Time (CUSTOMER): 76485 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/506333f6-ca93-4f94-abbc-cbab187c4aae_20250117T19:35_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATAR. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes, I need to open up uh just a bit decline.
[AGENT][NEUTRAL] OK, I can see, can I help you with that. First, give me your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Ms. [PII], what's your phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you, Ms. [PII]. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, hold on.
[CUSTOMER][NEUTRAL] It's um 01.
[CUSTOMER][NEUTRAL] 990,400
[AGENT][POSITIVE] All right. Thank you, Ms. [PII].
[AGENT][NEUTRAL] And Mr. [PII], that's your, that's a medical plan. That's your health plan. You can call on a disability policy, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let's see, do you have a disability policy with us? Let me have your social security number and I'll approve what you got with our company.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let's see. What's your melanac with Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh yeah right there.
[AGENT][NEUTRAL] OK. What city and state is in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me put what I found.
[AGENT][NEUTRAL] What's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yes, ma'am. I do see we have a disability policy with our company. It just came in effect [PII]. So it just came into effect this week. If you got a pen, I can give you the policy number for that disability, so you can have the policy number when you call again. You ready?
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] The policy number is 02587046.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you verify your email address on file for verification?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. It's not 94 don't supposed to be in there cause I can take it out cause we got do it supposed to be 94 or not?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, not
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 94 don't come out to um [PII].
[AGENT][NEUTRAL] OK, thank you for that information. Now, uh, now you're saying that you want to file a claim, when were you disabled from work?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On the [PII] of this month.
[AGENT][NEUTRAL] OK, and that's when your
[CUSTOMER][NEUTRAL] I just had surgery.
[AGENT][NEUTRAL] OK, that's when your policy came in effect on the [PII], so you can uh.
[AGENT][NEUTRAL] You can, um
[AGENT][NEUTRAL] You can get a claim form emailed to you. We can get a claim form. You can get it uploaded, get it on the website and get set up on the website and get it uploaded on the website, or we can put it in the mail to you, but on the claim form there's 3 parts that have to be completed, the statement of the insured, that's your portion of the claim form.
[AGENT][NEUTRAL] The policy holder portion of the claim form is your employer. You have to give it to your employer. And then the tenant physician statement that's for your doctor, the doctor that disables you from work to fill out their portion. Now this policy does have a one year pre-existing period.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, we have to go back one year to rule out pre-existing if you submit a claim within your 12 month pre-existing period and we will go back from [PII].
[AGENT][NEUTRAL] To [PII], I mean to [PII]. So when you submit a claim, just be aware that it will be a delay because we will have to request medical records to rule out preexisting medical conditions unless this was due to an accident that an accident happened within your time period of your policy.
[AGENT][NEUTRAL] So, how would you like to get your client form?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, how would
[CUSTOMER][NEUTRAL] Um, you can send it, you can send it through email.
[AGENT][NEUTRAL] OK, now when we email you the claim form, Ms. [PII], you could email the claim form back to the adjuster. You either have to mail it, fax it or upload it on our website, and all the instructions are on the claim form telling you what's needed in order to process the claim.
[AGENT][NEUTRAL] And I do want you to know, are you gonna have a form in there also where you can list the name, address, and telephone number of all the doctors that you don't see within the last year before you took out our policy. Now you're out for a sickness or an accident?
[CUSTOMER][NEGATIVE] I'm out for uh basically a sickness.
[AGENT][NEUTRAL] OK, OK. So, you know, we would, we, we would have to request medical records. OK.
[CUSTOMER][NEUTRAL] I had, I had
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, alrighty, uh, so I will put, I will put them claim forms in an email to you. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] That'd be all.
[AGENT][POSITIVE] OK. All right. Do you have any other questions, any other question, Ms. [PII]? Just give our office a call back and, and thank you for calling American Public Life. You have a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye. Bye.
[CUSTOMER][NEUTRAL] You too.