AccountId: 011433970860
ContactId: 65057af0-a00c-4a50-b4cf-742a534ce00e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541320 ms
Total Talk Time (AGENT): 270603 ms
Total Talk Time (CUSTOMER): 122346 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/65057af0-a00c-4a50-b4cf-742a534ce00e_20250124T21:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my name is [PII] and my policy number is 02210776.
[AGENT][NEUTRAL] 0221 and I'm so sorry, what was the rest of that?
[CUSTOMER][NEUTRAL] Uh, it's 022.
[CUSTOMER][NEUTRAL] 10776
[AGENT][POSITIVE] 776. Thank you very much. And how can I help you today, [PII]?
[CUSTOMER][NEUTRAL] Uh, I'm just trying to find out. I haven't been able to.
[CUSTOMER][NEUTRAL] Uh, I haven't received anything as far as, uh, the documents that I submitted.
[AGENT][NEUTRAL] OK, yeah, let me take a look at that for you.
[AGENT][NEUTRAL] Um, and [PII], could you verify for me, please, your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then would you also be able to verify for me please your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then just two more things, [PII], if you could verify for me your email address and your phone number.
[CUSTOMER][NEUTRAL] Email address is [PII].
[CUSTOMER][NEUTRAL] And what else did you need?
[AGENT][NEUTRAL] And just that cell phone number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] So I'm looking here it looks like the last thing I see is we were.
[AGENT][NEUTRAL] Needing
[AGENT][NEUTRAL] We were needing your disability claim form, but I'm not seeing that we've received one.
[CUSTOMER][NEUTRAL] OK, so you need.
[AGENT][NEUTRAL] Um, when
[AGENT][NEUTRAL] The last thing I'm seeing that was processed um was on the start of January and it looks like we had requested uh just a copy of that disability claim form.
[AGENT][NEUTRAL] But I'm not seeing that if if that's what you're talking about uh having submitted I'm not seeing that we've received the copy of that disability claim form yet.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Because I know I got
[CUSTOMER][NEUTRAL] I have, I have the accident claim form. It has to be the disability claim form.
[AGENT][NEUTRAL] Uh, so the policy number you gave me was for your disability policy. Were you wanting to look for a different policy?
[CUSTOMER][NEUTRAL] Uh, the one that I had, I think, yeah, this is what I sent in, it's the accident claim form attending physician statement.
[AGENT][NEUTRAL] So yes, so we're gonna need a disability claim form because you don't have an accident policy with us. You have a disability policy with us.
[CUSTOMER][NEGATIVE] And that should have been done on one.
[CUSTOMER][NEUTRAL] OK, so I need to find the disability claim form.
[AGENT][NEUTRAL] Yeah and if you want that's something that I can email to the email you had on file so that way you don't have to dig for it I can just send it to you.
[CUSTOMER][NEUTRAL] That'd be
[CUSTOMER][POSITIVE] That'd be great.
[AGENT][POSITIVE] OK perfect let me just get that downloaded and sent out your way and.
[AGENT][NEUTRAL] Perfect yeah and then we'll be able to, um, from there on our side we'll be able to reprocess um once we receive that and we can receive it via fax or through mail but I always recommend that if you're gonna mail us something that you never mail originals you make copies and send those just because the postal service isn't unfortunately it just isn't the most reliable thing sometimes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Can I, can I upload it?
[AGENT][NEUTRAL] So it looks like because the policy is no longer active, you wouldn't be able to upload the
[AGENT][NEGATIVE] You wouldn't be able to use the online service center for uploading documents.
[CUSTOMER][NEUTRAL] And then why was that?
[CUSTOMER][NEUTRAL] Is it just because I hadn't up or I haven't.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The documents
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It looks like.
[AGENT][NEUTRAL] As far as like the the policy being active?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, it looks like from what I'm seeing was that the termination date was in November.
[AGENT][NEUTRAL] Um, and we just had a.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] See, I just wanna make sure I'm seeing this right.
[AGENT][NEUTRAL] policy
[AGENT][NEUTRAL] Yeah, it looks like the policy lapsed in November.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Is what I'm able to see from from the notes here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the documents that you're gonna send me uh will reinstate it.
[AGENT][NEUTRAL] Um, so I don't know that without like I don't, I don't examine the claims, um, I do know that.
[AGENT][NEUTRAL] If it is a matter of.
[AGENT][NEUTRAL] Premium that they will take premium out of your benefits to continue your policy um but I can't.
[AGENT][NEGATIVE] I can't guarantee anything because I don't process claims and I don't get to see those. Does that make sense?
[CUSTOMER][NEUTRAL] A little bit, yeah.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] OK, so what you, what you'll send me is the this the disability claim form.
[AGENT][NEUTRAL] Get that short term disability claim, you bet you, and I am.
[AGENT][POSITIVE] Just downloading it now for you it's going um and I'm gonna send it in an email but it's gonna come your way.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] It will have a portion for yourself and then for your physician um and you'll just fill it out in its entirety send it on back to us and then we'll be able to process everything from there for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and that's gonna be by mail?
[AGENT][POSITIVE] Oh, I'm gonna send it via email so that way you can have it super quick unless you'd prefer it by mail.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I'll do whichever you prefer, but I didn't think you want to wait on.
[CUSTOMER][NEUTRAL] No, no, no, yeah, if you could email it to me and then and then I would send it back to you.
[CUSTOMER][NEUTRAL] Is that through email or does that have to go through like mail?
[AGENT][NEGATIVE] Unfortunately it has to go through mail or fax just because our email is not secure um I think fax is probably the quickest way to do it if you know someone who has access to a fax machine.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Uh, I do.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Alright, and I am about 5 seconds from him send on that email to you. And is there anything else I can do to take care of you today?
[CUSTOMER][POSITIVE] Um, no, no, that, that's, that's you answered my question, so, um, I'll see what I can do.
[AGENT][POSITIVE] Perfect and if you have any questions while you're filling out that claim form um don't hesitate to reach out to us and we'll do our best to take care of you.
[CUSTOMER][POSITIVE] OK, I appreciate that.
[AGENT][POSITIVE] Yeah, it's my pleasure and that should be I mean I'm intent on it right now so it should be headed your way real quick.
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][POSITIVE] Perfect and then thank you so much for calling APL [PII]. I hope you have a great day and oh fabulous weekend.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thanks take care.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.