AccountId: 011433970860
ContactId: 664593f1-67ff-494a-bc8e-1a26e7a63082
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191300 ms
Total Talk Time (AGENT): 94855 ms
Total Talk Time (CUSTOMER): 79755 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/664593f1-67ff-494a-bc8e-1a26e7a63082_20250625T20:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is, uh, in reference to my disability claim, uh, continuance form. I just want to, uh, check and see if you see anything on my end as far as needed to turn in, so to speak, any, anything written. I, I've turned in two forms yesterday. I just want to see if there's anything I left out that you may know of.
[AGENT][NEUTRAL] OK, sir. Um, let me, uh, get your name and your callback number and the policy number so I can look up your information.
[CUSTOMER][NEUTRAL] OK, my name is uh [PII], Vernon Basin [PII], uh, policy number 2444566.
[AGENT][NEUTRAL] OK, let me look up your policy.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Yeah, [PII], and email address [PII].
[AGENT][NEUTRAL] OK, and then the phone number that you just gave me to verify, is that your cell phone number, sir?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][POSITIVE] OK, thank you. All right.
[AGENT][NEUTRAL] I do see that you did submit.
[AGENT][NEUTRAL] A claim yesterday and we have received it but right now it's processing so I can't look at any information because it's in process right now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I, I just was kind of confused like on the one I turned in on the [PII]. I, I do go online and look at it. It shows, it shows processed and I don't understand that. And then I turned it two more yesterday. Is that, does that, am I just thinking too much in it just because it's saying that? I mean, yeah, you know, just, it don't mean that much or whatever. You see what I'm saying?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me look and see if there's any remarks on the one from.
[AGENT][NEUTRAL] The [PII]
[AGENT][NEUTRAL] Oh yeah, this
[CUSTOMER][NEUTRAL] Yeah, it says processed.
[AGENT][NEUTRAL] OK, this one says um it's missing the physician statement. The claim form submitted was incomplete in order to for additional consideration to be given to your claim, please have your physician to complete the physician's portion of the claim form in its entirety.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK, and that's what I turned in yesterday.
[AGENT][NEUTRAL] OK. Yeah, that's, that's what it was missing. And if you return that in yesterday, it's in process now. So, um, if that's all that they were asking for, it, it can take 7 to 10 business days to finish processing it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I just want to get that cleared up. I appreciate it.
[AGENT][POSITIVE] Yes, sir. It's not a problem at all. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, that'll be it, thank you, mhm.
[AGENT][POSITIVE] OK, well you take care, Mr. [PII], thanks for calling APL.