AccountId: 011433970860
ContactId: 652dc169-a3f1-4d95-8412-29d59f33006e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312579 ms
Total Talk Time (AGENT): 94330 ms
Total Talk Time (CUSTOMER): 79745 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/652dc169-a3f1-4d95-8412-29d59f33006e_20250519T13:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], [PII], um, at [PII]'s office, and I am calling to check on a payment for a disability claim please.
[AGENT][POSITIVE] OK. Do we have the policy number, [PII]? I'm happy to check on that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, it is 1092735.
[AGENT][NEUTRAL] All right. And then if I could get the insured's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] OK, so I do see it looks like we had a submission around the [PII].
[AGENT][NEGATIVE] It looks like it was processed on the [PII], stating that it was incomplete. The employee's portion of the claim form needs to be filed out in its entirety.
[CUSTOMER][NEUTRAL] What, what part was that filled out?
[AGENT][NEUTRAL] It looks like it was the employees portion. Let me pull it up here.
[CUSTOMER][NEGATIVE] I hate this because when I called last week I said I hope nothing's holding it up.
[CUSTOMER][NEUTRAL] And they were like, no, it just hasn't.
[CUSTOMER][NEUTRAL] Process, I mean.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like it's the very first page statement of the insured that we didn't get because I see the attending physician statement.
[CUSTOMER][NEUTRAL] OK, so is that page 3?
[AGENT][NEUTRAL] So, that is page 2 of 8.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Page 3.
[AGENT][NEUTRAL] Because we got page 7 of 8.
[AGENT][NEUTRAL] And then what's this other one?
[CUSTOMER][NEUTRAL] Trying to figure out I don't know.
[CUSTOMER][NEUTRAL] They have to do this every month.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, we got pages 6 and 7.
[CUSTOMER][NEUTRAL] What is page 2. I don't know.
[CUSTOMER][NEUTRAL] OK, page 2 is the employer, right?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Page 2.
[CUSTOMER][POSITIVE] They don't have to fill that out though.
[CUSTOMER][NEUTRAL] Didn't it just page 3 that you need 3.
[AGENT][NEUTRAL] So we need the uh.
[AGENT][NEUTRAL] Um, because that was the, so the policy holder statement and the statement of the insured, that's all filled out by the actual employee. We have the attending physician statement.
[CUSTOMER][NEUTRAL] OK, hold on, I'm trying to look at the client. I just wanna make sure, uh.
[CUSTOMER][NEUTRAL] OK, so it's, it says about the insured statement of insured, page 2 of 8, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yup.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Mhm, OK, on page 3. I just wanna make sure.
[CUSTOMER][POSITIVE] OK. All right, so page 2 and 3. All right. OK dokey. I will get that to you. Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.