AccountId: 011433970860
ContactId: 53eeae75-05d2-45c7-b3b8-4a0c193b7c15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 503579 ms
Total Talk Time (AGENT): 203965 ms
Total Talk Time (CUSTOMER): 131771 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/53eeae75-05d2-45c7-b3b8-4a0c193b7c15_20250221T18:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling regarding a claim that I made. Um, it was, it looks like it was denied or on hold or something because I didn't fill a specific portion out.
[CUSTOMER][NEUTRAL] I went ahead and edit it and uploaded it to my um account. I just wanted to make sure there was nothing else that y'all needed from me to process the claim.
[AGENT][POSITIVE] OK, yeah, let's definitely take a look. Do you have your policy number?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 243-225-5
[AGENT][POSITIVE] Alright thank you so much let me pull this up.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] All right, and then if I can get your first name, last name, date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you, [PII] and then if you could just verify your uh physical address on file and email.
[CUSTOMER][NEUTRAL] [PII] and you said email?
[AGENT][NEUTRAL] Mhm, yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you so much. OK, so I see the denied claim.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Employees portion of the claim, OK. I do see your upload for it looks like today, so I can pull that really quickly here and just make sure everything looks good on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you, yeah, the portion that I didn't fill out was um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like the, I think it was the day that I last worked and when I to return to work.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just because I didn't, I, it was for um maternity leave, so I wasn't sure if I was having like if I was going to be induced or not, so I wasn't sure if those dates. And then, um, when I sent it to my doctor they just uploaded all as one file and I just went ahead and submitted. I didn't even glance at that, but I went ahead and added those dates, so it should be complete, but please let me know if it's not.
[AGENT][NEGATIVE] I gotcha.
[AGENT][NEUTRAL] Yeah, let's see.
[AGENT][NEUTRAL] Date participated return to work date. OK, that's on their date.
[AGENT][NEUTRAL] It began.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] I'm just comparing them to make sure everything is like not missing anything. I appreciate your patience.
[CUSTOMER][POSITIVE] Mm thank you so much. Yeah, absolutely I appreciate it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh my goodness, I'm sorry, that's my dog's.
[AGENT][POSITIVE] No, no worries.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, yeah, that last page there, the employment details was empty and now I see that that one's filled out so that should be good. Let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it was like 3 or 4 little things that needed to be changed.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I need that and my employer need that as well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the only thing that I see.
[AGENT][NEUTRAL] On page 2 of 8.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, it does have a section that was highlighted. It says at the bottom, it says, if pregnancy delivery date and has a blank and then you, it has an option for the delivery method, you do have to select that.
[CUSTOMER][NEUTRAL] OK, section F of page 2.
[AGENT][NEUTRAL] Yes, ma'am, yeah, section of page 2 of 8, yeah.
[CUSTOMER][NEUTRAL] OK, date of delivery and then OK.
[AGENT][NEUTRAL] You see that?
[CUSTOMER][NEUTRAL] I'll go ahead and make that edit. I do.
[AGENT][NEUTRAL] OK, I just wanna make sure.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][NEUTRAL] No, no worries. Yeah, cause these can be like overwhelming and sometimes frustrating cause the disability examiners, obviously, it's unfortunate, honestly, [PII], cause there's just so many people out there that like take advantage and like, they just have to make sure everything is, yeah, just have to make sure it's filled out, that's all.
[CUSTOMER][NEUTRAL] I just opened it.
[CUSTOMER][POSITIVE] I could totally see that.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yeah. OK. That's the only thing that I saw.
[AGENT][NEUTRAL] That because you added section C, yes, that's there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So should I just go and make that edit and then upload it the same way that I just did this previous one?
[AGENT][POSITIVE] Yeah, absolutely that's what I would do, um, and then that way.
[CUSTOMER][NEUTRAL] And then will they automatically get it?
[AGENT][NEUTRAL] Mhm and they'll if you're gonna do it all together, they'll probably just deny this first one and then move on to the next one,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So yeah, yeah, I would just fill that portion and then just resubmit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will definitely go ahead and do that now. um, OK, and then should I just give it a couple of days for them to, like you said, deny this first one that we just did and then the next one like it'll send me another letter.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So yeah, absolutely, and because you have um the online portal and all that, you should get notification um I believe you can sign up for like text messages or emails they'll send you like an update when the claim has been processed and since you have uh direct deposit um once it's processed, it should only take a few days for payment to hit your account since you're not gonna have to wait for a paper check.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Great, OK, wonderful. I'm gonna make these edits right now and I will upload them. I really appreciate your help.
[AGENT][POSITIVE] Yeah, no worries, [PII]. If you have any other questions or concerns please feel free to call us what we're here for.
[CUSTOMER][POSITIVE] Thank you so much have a great weekend.
[AGENT][NEUTRAL] You too bye bye.