AccountId: 011433970860
ContactId: 5ddf9ee0-1cdc-4a44-8322-9d9f2d949784
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 772679 ms
Total Talk Time (AGENT): 261063 ms
Total Talk Time (CUSTOMER): 165818 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/5ddf9ee0-1cdc-4a44-8322-9d9f2d949784_20250115T13:49_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII].
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] I have an open claim.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEGATIVE] I didn't receive, uh, I didn't receive a deposit this morning. It's supposed to be on the [PII].
[CUSTOMER][NEUTRAL] Uh, and I need to know why.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Mr. [PII], it would be my pleasure to assist you this morning. Do you have your policy number available?
[CUSTOMER][NEUTRAL] 025148999
[AGENT][NEUTRAL] Thank you. And what is your date of birth and current mailing address, please, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mailing address?
[CUSTOMER][NEUTRAL] [PII] City, [PII].
[AGENT][POSITIVE] Alright thank you and that's
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Tell you by city.
[AGENT][POSITIVE] All right, thank you, sir.
[AGENT][NEUTRAL] And what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And you were needing your disability claim status?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, cause that's your accident policy. Let me check on your disability.
[AGENT][NEUTRAL] I'm checking, bear with me just one moment please sir.
[AGENT][NEUTRAL] They are needed for continuing disability. They're needing your portion of the disability claim form completed and returned along with the physician's portion completed by your doctor.
[CUSTOMER][NEUTRAL] You have to do that every month.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Cause I did, I did that already.
[AGENT][NEUTRAL] And for continuing disability, um, we will need your portion monthly.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And that is to let us know that it is you are still in fact.
[AGENT][NEUTRAL] Out of work and on disability.
[AGENT][NEUTRAL] And once we get it, they'll go ahead and release the benefits, so.
[CUSTOMER][NEUTRAL] OK, well,
[CUSTOMER][NEUTRAL] OK, well,
[AGENT][NEUTRAL] Do you have that form available?
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] I see
[CUSTOMER][NEUTRAL] Because like, you have to go, you, you have to go to the doctor to have the doctor fill that form out.
[CUSTOMER][NEUTRAL] And I've had the doctor fill that form out when I first got my benefits, and then
[CUSTOMER][NEUTRAL] Um, I haven't had the doctor fill that form out.
[CUSTOMER][NEUTRAL] Since, um, if I had known that, I would have went and got it filled out, but the doctor has to fill that out and I have to go to the doctor to get that done.
[AGENT][NEGATIVE] So they won't
[CUSTOMER][NEUTRAL] And that's
[AGENT][NEGATIVE] They won't do it by email, possibly.
[CUSTOMER][NEUTRAL] Well, the doctor would have to have the form in order to scan it and upload it. They, they sent a new form, but I didn't know that why they sent the new one.
[CUSTOMER][NEUTRAL] When I already had the other ones, so.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] That that is the reason that I'm wondering if.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You might call someone in your doctor's office to see if you can email that form and they can complete it.
[AGENT][NEUTRAL] Without you going in or is it required by the doctor that you see him?
[CUSTOMER][NEUTRAL] Oh, I don't know how to.
[CUSTOMER][NEGATIVE] Right, all I could do is take a picture of the form. They can't.
[CUSTOMER][NEUTRAL] Fill out a form from a picture.
[AGENT][NEUTRAL] Give me just one second. Mhm.
[CUSTOMER][NEUTRAL] Follow what I'm saying.
[AGENT][NEUTRAL] Let's see what I can do.
[CUSTOMER][NEUTRAL] So I don't know.
[AGENT][NEUTRAL] Now, I can email you a copy of that form, and it will be in a PDF file.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then you could forward that to the doctor's office. Would you like to try that?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Well, it would, I would be happy to do that for you.
[AGENT][NEUTRAL] And that's that email that you verified.
[AGENT][NEUTRAL] The, um
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna do that right now for you. Now, for your portion, you will need to complete your portion as well, and you can upload your your portion.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, if that's the case, could uh.
[CUSTOMER][NEUTRAL] Yeah, just, yeah, just email that I guess and then I'll, I'll try to upload that to my my chart.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I, I have to fill that out and I'll fill out my part.
[AGENT][POSITIVE] Hope hopefully it will work like that, yeah, instead of you having to go in. I know that.
[AGENT][NEUTRAL] That that is, um,
[AGENT][NEUTRAL] Not always easy to do.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] And I'm going to put on this email.
[AGENT][NEUTRAL] The sections that are needed for
[AGENT][NEUTRAL] The claim
[AGENT][NEUTRAL] And that way, the doctor will have that portion.
[AGENT][NEUTRAL] You know, if you want just wanna forward the
[AGENT][NEUTRAL] Email to him.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] I'm gonna get you a good email and just with the instructions in it.
[AGENT][NEUTRAL] And if they need to look at the email then they can.
[AGENT][NEUTRAL] See those instructions or you'll have that to pass along to them.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] Get this taken care of. Now, I was looking at your accident policy, the policy that you gave me in the beginning.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And it looked like there was, we were still needing some information.
[AGENT][NEUTRAL] Let me take a look at that.
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] [PII] I mean sorry, [PII] for Advocate Healthcare, there was a diagnostic test.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And they are needing.
[AGENT][NEUTRAL] The diagnosis code.
[AGENT][NEUTRAL] From, from the facility.
[AGENT][NEUTRAL] Just to be aware of that as well.
[AGENT][NEUTRAL] And that was for a charge for $5080?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That should have been on the.
[CUSTOMER][NEUTRAL] Whatever form I uploaded that was for a uh MRI I believe.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you put that in or do I need to upload that?
[AGENT][NEUTRAL] It would need to be uploaded. We need the document.
[CUSTOMER][NEUTRAL] OK, I'll see what I can do.
[AGENT][POSITIVE] I'm just getting this email ready for you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just takes me a minute because I'm putting the instructions in here.
[AGENT][POSITIVE] Let me I'm getting the page numbers and everything so it'll be clear. There will be no questions.
[AGENT][NEUTRAL] 6 and 7.
[AGENT][NEUTRAL] And the, the doctor can actually fax it back to our office.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I make sure 2367.
[AGENT][NEUTRAL] Section J through.
[AGENT][NEUTRAL] OK, I just sent that to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I did, uh, I gave the sections that you need to complete and then for the physician, I gave the pages that they need to complete.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And hopefully we'll get that back. They'll, they'll process it when we get it.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] In my email, see if I got it. That's OK, [PII].
[AGENT][NEUTRAL] Yes, from the care team, yeah.
[CUSTOMER][NEUTRAL] Let me see if uh how I can.
[CUSTOMER][NEUTRAL] Put this form in.
[CUSTOMER][NEUTRAL] Let's share it.
[CUSTOMER][NEUTRAL] And let's check.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEGATIVE] Does not let me share with my truck from here.
[CUSTOMER][NEUTRAL] Let me see if I can go into my chart and see if it'll let me do it from there. Let's see.
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, preferences.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] That's.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, there's no way for me to.
[CUSTOMER][NEUTRAL] Send this thing to them.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I gotta find a way to send this to them. OK, let me, uh, let me get on that and then I'll upload that other thing. I appreciate your help.
[AGENT][POSITIVE] Well, it's been my pleasure to assist you, Mr. [PII], and please call us if there's any further assistance we can provide, but I hope you have a wonderful day and get to feeling better.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Mm thank you have a wonderful day and thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] OK.