AccountId: 011433970860
ContactId: 6262b943-fda9-46b0-b8d6-444370a5c789
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 577890 ms
Total Talk Time (AGENT): 211490 ms
Total Talk Time (CUSTOMER): 240536 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/6262b943-fda9-46b0-b8d6-444370a5c789_20250115T13:31_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII], and uh I want to check on a claim payment that I haven't received yet. Normally they come in by the [PII].
[AGENT][POSITIVE] Sure, I'd be happy to take a look at that for you. Can I have uh.
[AGENT][NEUTRAL] A call back number Mr. [PII] in case we get disconnected please.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you and do you have your policy number handy or you need me to look it up?
[CUSTOMER][NEUTRAL] Uh, I got it right here. Uh, 22215, that might not be the part of it. I think it's then it's I have on my phone 02310693.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Just give me one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'll have you verify some information for me please Mr. [PII], verify your date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And your email address that we have on file?
[CUSTOMER][NEUTRAL] Should be my name [PII].
[AGENT][NEUTRAL] Thank you and what is the mailing address please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And so this is your disability and you're uh waiting.
[AGENT][NEUTRAL] The benefits, is that correct?
[CUSTOMER][NEGATIVE] Yeah, normally we, I, I submit a document before the end of last month, and then once they get my two pages, uh, I guess page 2 and 3, then I get a message saying my claim has been completed and then by the [PII] I receive a payment and nothing is going into my bank today.
[CUSTOMER][NEUTRAL] Just wanna make sure everything is right on my end. It could be delayed a little bit.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Absolutely understood, just bear with me for one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I do see the uh benefit is to be released, um, it looks like um it is pending for release on the [PII], so which is today, um.
[AGENT][NEUTRAL] I don't see any uh information that's being requested at this time.
[AGENT][NEUTRAL] So I believe that benefits should be released, um, like I said uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It does, it does say the [PII], so that is today, um, so like I said it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, we'll give it a
[AGENT][NEUTRAL] Yeah, give it a little bit more time um you should receive some sort of message I would think um if you're signed up for those text alerts which it sounds like you are, you should release, uh, once it's released you should receive some sort of message.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But at this time I don't see it pending, yeah, I don't see anything pending for it.
[CUSTOMER][NEUTRAL] OK, well, we'll have to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sometimes, uh, I forget to do my page 2 and 3, you know, the month at the and I just wanna make sure that that was submitted.
[AGENT][NEUTRAL] Yeah, let me take I can take a look at that real quick if you bear with me for just a moment let me pull that document up because like I said doesn't appear that they're requesting anything so it does um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] 5949.
[AGENT][NEUTRAL] Yeah, I don't see any information that's being requested. It looks like we have um that return to work date of [PII], is that right?
[CUSTOMER][NEUTRAL] Yeah, it should be for me, but, uh, are you able to look at the page that the doctor submitted and said he was covering me till February or something because we might be getting that updated on our next doctor's appointment.
[CUSTOMER][NEUTRAL] The physician statement page.
[AGENT][NEUTRAL] Let me take a look here.
[CUSTOMER][NEUTRAL] Because if that's coming to an end, I'll have to get him to submit a new one.
[AGENT][NEUTRAL] Yeah right now I'm seeing [PII].
[CUSTOMER][POSITIVE] OK, well, that's good, uh, uh.
[AGENT][NEUTRAL] But let me
[AGENT][NEUTRAL] Let me find that page you're speaking of. Do you know when that, uh.
[CUSTOMER][NEUTRAL] September, October, uh, September, October, maybe.
[AGENT][NEUTRAL] was updated
[AGENT][NEUTRAL] That was
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Yeah, I, I told him I after I was getting like him to fill one out every appointment I went in, I said, look, you said I'd be out 7 or 8 months. Can you just submit a document that says I'll be out till next year, March or February, and he did that for me.
[CUSTOMER][NEGATIVE] I see all the forms when I go online to look at everything I've submitted and uh it was difficult for me yesterday to, every time it says open one, it has to download to my computer first and then I have to go into Adobe, open Adobe and look at it, it's the wrong document, do it again, same process wrong, so it was difficult for me to try to find.
[AGENT][NEUTRAL] Yeah, now I see the form that you're speaking of it looks like right here he has the date of [PII] is the last uh.
[AGENT][NEUTRAL] Um, position statement that's under claim 351-7423.
[CUSTOMER][NEUTRAL] Oh, I'm not sure. I'm not sure of the document. I thought you were telling me dates. I was like, whoa, what date is that? What day is it?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's it, yeah, and that's the day he has written here is the [PII], so you're saying there should be a more updated one from that?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] No, no, no, no, no, that's probably, that's the one we're looking for. So he, he's got me covered.
[AGENT][NEUTRAL] No, OK.
[AGENT][NEUTRAL] OK, yeah, so that's.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] He's got me covered till [PII], so let me ask you this.
[CUSTOMER][NEUTRAL] When I submitted my document, uh, I guess the end of December for January.
[CUSTOMER][NEUTRAL] I'm not sure how to ask, ask this question, so this payment that we're receiving today, is that for December or it wouldn't be for January, would it, because we haven't.
[AGENT][NEUTRAL] Yeah, well, that the one that's pending would be for January.
[CUSTOMER][NEUTRAL] Oh, OK. So then the way his doc.
[AGENT][NEUTRAL] Because you were paid for December on that last, um, on that last claim that was finalized, um, that was your December benefit.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so with that document without him submitting another one, would that cover me completely for February or would he have to fill out another one to get me through February to March?
[AGENT][NEUTRAL] You're gonna have to have another one from February to March because this last statement does say [PII], so what would happen is if we don't get a date beyond that [PII], you'd be paid to that [PII] date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that, yeah, that's fine. I see you.
[AGENT][NEUTRAL] So you'd only receive a partial month so you'd wanna go ahead and get that updated if it is so March.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I see him this Monday and I have a physician form document in my little folder when I go see to ask him to update it for me. So I'll, uh, you know what, sometime I ask them to fax it in and it takes a while, but I've learned that if I get them to handwrite it and get it to me and I bring it home and I put it on my computer and I upload it, it seems like that's quicker, isn't it?
[AGENT][NEUTRAL] Yeah, it right, it might be and the reason why is they might have like a certain maybe a certain department or a certain person's task to get those faxes sent out, so yeah, probably is quicker if you're able to obtain it and it's also good to have it for your records too.
[CUSTOMER][NEUTRAL] The impacts of it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You know,
[CUSTOMER][POSITIVE] Very smart. Well, thank you for your help today. You've uh answered all my questions. Good job. Thank you.
[AGENT][NEUTRAL] Oh, you're welcome, Mr. [PII]. Did you have any other questions I could answer at this time?
[CUSTOMER][NEGATIVE] No, I do not accept to ask you to have a great day.
[AGENT][POSITIVE] Thank you so much. I hope you do as well thank you for calling APL.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye bye.