AccountId: 011433970860
ContactId: 5d5ad8c0-6700-4a0f-9bcc-7116f7d91ccb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257690 ms
Total Talk Time (AGENT): 113047 ms
Total Talk Time (CUSTOMER): 73210 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/5d5ad8c0-6700-4a0f-9bcc-7116f7d91ccb_20250423T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good morning. My name is [PII]. Um, I'm calling about my claim, um.
[CUSTOMER][NEUTRAL] I just wanted some information because I had submitted a doctor's note yesterday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I had already a claim open in which it was approved, so I don't know if I needed to submit all those forms again or just a physician statement.
[AGENT][NEUTRAL] OK, we can take a look at that claim um so you filed a claim already and it paid uh was this a separate claim that you're filing and you were just wondering if you needed to submit.
[CUSTOMER][NEUTRAL] No, it's, it's the same one. It's the same one. I'm just out a little longer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, OK, we can take a look at that and see if anything additional is required. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 4138535
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, yes, give me a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 574-819
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] I'm sorry, [PII], did you say that was 574-819?
[CUSTOMER][NEUTRAL] 2574819
[AGENT][POSITIVE] Oh, I apologize. OK, thank you one moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] There we are, OK, I'm just gonna verify some information really quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it's an Outlook account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying all of that, [PII]. OK, so let's take a look at this most recent claim.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] So we did pay a benefit of $3,907.48. So are you, uh, still out of work?
[CUSTOMER][NEGATIVE] I'm still out of work.
[AGENT][NEUTRAL] You are OK, let's see.
[AGENT][NEUTRAL] OK, so it, I do see on this last claim that apparently we had sent you um a form that to be completed. Did you receive that?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK awesome so that's what we would need um so all of that information filled out um by your physician, of course, is that what you uploaded uh yesterday you said?
[CUSTOMER][NEGATIVE] I, I have another form. It was approved it was OK with that form that I got because these people are picky about forms. Um, I just wanted to know is there gonna be a problem because uh I'm just annoyed I gotta be out a little longer.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Sure, yeah, all we need is that completed form, um, completed her doctor, and then that's perfectly fine.
[AGENT][NEUTRAL] So if you just get that completed and sent back to us, um, yeah, that's that's the only information that is stating that is needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that's the only um, did you see the form that I uploaded yesterday?
[AGENT][NEUTRAL] Um, I do see that we have received it currently being processed, so I'm unable to actually view it, but I see that we did receive that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Well, thank you.
[AGENT][NEUTRAL] Of course you have any other questions for me?
[CUSTOMER][POSITIVE] Uh, no, ma'am, you have a good day.
[AGENT][POSITIVE] Alright, yeah, thanks for giving us a call you too bye bye.
[CUSTOMER][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] Man, be quiet.