AccountId: 011433970860
ContactId: 61521862-d372-4bb9-92ea-ed638868e68d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332730 ms
Total Talk Time (AGENT): 130572 ms
Total Talk Time (CUSTOMER): 154204 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/61521862-d372-4bb9-92ea-ed638868e68d_20250407T17:41_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APA.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am, uh, this is [PII]. I'm calling on behalf of one of my employees, um, Ms. [PII], and we had submitted her claim. I'm pretty sure it was on the [PII], and now it's now the [PII], and I just wanted to see what was going on with that claim or if I could do anything to help expedite it or or or help get the uh review done with quicker.
[AGENT][NEUTRAL] OK, I can help you with your claim. Can you please give me your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII] and the callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what's your policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. The policy, do you want, would it be better to give you the confirmation number or the policy number?
[AGENT][NEUTRAL] The policy number, please.
[CUSTOMER][POSITIVE] OK, OK, cool, that works, yes ma'am, it's 258-30002.
[AGENT][NEUTRAL] OK, I got 258-300. What was the last?
[CUSTOMER][NEUTRAL] It was the number 2.
[AGENT][NEUTRAL] 2, OK, let me pull that up.
[AGENT][NEUTRAL] OK, and that was 258-3002.
[CUSTOMER][POSITIVE] Yes ma'am, that's correct.
[AGENT][NEUTRAL] OK, I'm not showing that you're the policy holder for this policy.
[CUSTOMER][NEUTRAL] Yeah, that's Ms. [PII]. I'm the benefits administrator and broker on the account, and I'm the one who submitted the claim for her through our portal.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, can you please give me your group number, [PII]? I, I noticed our call is going in and out, so, um, I, I apologize for that.
[CUSTOMER][POSITIVE] Yeah, I did notice that too. No, you're, you're good. You're great. Um, let me grab the group number for you real quick, OK? Just give me one second.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] That group number is 25054.
[AGENT][NEUTRAL] OK, let me look up the group real quick.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, [PII], you said that you were with the broker's office can you please give me um the broker uh.
[CUSTOMER][POSITIVE] OS benefits.
[AGENT][NEUTRAL] OK, and what is the agents?
[AGENT][NEUTRAL] Email address?
[CUSTOMER][NEUTRAL] It could be it's [PII].
[AGENT][NEUTRAL] OK, I have somebody else as the agent, um.
[CUSTOMER][NEUTRAL] Oh [PII] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Let me go ahead and pull this policy.
[CUSTOMER][NEUTRAL] Yeah, that's, that's my, my father-in-law.
[AGENT][NEUTRAL] Oh OK
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me see what's going on with this.
[AGENT][NEUTRAL] If there's any marks on the claim.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, they have requested medical records for this claim.
[CUSTOMER][NEUTRAL] OK, straight from the provider I assume because that's why they have that that signing on page what is it like 3 of the uh short term disability so basically they're just waiting for the provider to I guess uh submit that information and then they'll be able to finish processing.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, you're exactly right.
[CUSTOMER][POSITIVE] Perfect, do you, do, do, do they have like a?
[CUSTOMER][NEUTRAL] Uh, how long that'll be, or is it kind of just up in the air?
[AGENT][NEUTRAL] Well it just all depends on when we're able to get them um now if you wanted me to I could uh transfer you over to a claims examiner and see if they can give you any more information because there's things that they can see that I cannot, but as of right now it's pended for those medical records.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, that's fine. I, I assume it's just uh uh um a matter of getting that last piece of information and then do you know like like once they get that is it is a pretty quick turnaround? Like would you say like 3 to 5 business days or or anything like that or?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] It can take 7, right. It can take up to, uh, depending on when they send the information, it can be anywhere from 7 to 15 business days. Um, normally, they get it within 7 to 10 days, but
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, y'all y'all are y'all are usually pretty quick with it so I just, I assumed maybe there was something y'all are getting backed up right now with uh with too many different claims going in but uh that makes sense if they need one more piece of that information I'll let Ms [PII] know and and uh whenever they uh get that they'll get that submitted and then whenever that ACH deposits in her account, that's how she'll know that the claim was processed.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Correct. Yes, sir. You're right. OK.
[CUSTOMER][POSITIVE] Perfect. Perfect. Thank you.
[AGENT][POSITIVE] You're welcome [PII] is there else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, you did excellent I appreciate your time.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you, sir. You have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am you too bye.
[AGENT][NEUTRAL] Mm bye-bye.