AccountId: 011433970860
ContactId: 68b7a7ce-ad1b-4376-861a-3398e9a4d600
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 531409 ms
Total Talk Time (AGENT): 180557 ms
Total Talk Time (CUSTOMER): 149261 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/68b7a7ce-ad1b-4376-861a-3398e9a4d600_20241231T21:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, I just received, um, 4 identical letters from you guys today.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, uh, and I'm just curious on the process or the, the progress on my, um, recent submittal for the physicians attendant, uh, the physician statement.
[AGENT][NEUTRAL] OK, is this on your disability policy?
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And [PII], what's your
[AGENT][NEUTRAL] OK, you go by [PII]? Do you go by [PII]?
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] or [PII]. Uh, on paperwork, on the paperwork you guys send me, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what is your policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Where would I find that?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] She, I don't have it with me in front of me.
[AGENT][NEUTRAL] OK. Heard [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what state do you reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's your, what city?
[CUSTOMER][NEUTRAL] Uh, the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And verify your date of birth and your complete mailing address for me?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, mailing address is [PII].
[AGENT][NEUTRAL] And what's your email address on file?
[CUSTOMER][NEUTRAL] Uh, should be [PII].
[AGENT][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] And so tell me about the letters that you're receiving.
[CUSTOMER][NEUTRAL] Um, it just states that we've received a claim on your policy and review claim has started.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And it says if we'll contact you if we need more information.
[CUSTOMER][NEUTRAL] Of which I've already submitted the physician statement uh after my most recent uh physician's appointment.
[CUSTOMER][NEUTRAL] And all of these other ones just they all say the same thing.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEGATIVE] It should have been sent on.
[CUSTOMER][NEUTRAL] The signature date was [PII].
[CUSTOMER][NEUTRAL] On the position statement.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so the last claim that was processed was um on [PII], and it, it so one of the letters must be asking for the insured portion of the disability claim form.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] No, all four of the letters are identical.
[AGENT][NEUTRAL] OK, um, what, what is it requesting additional information on the letters on the explanation of benefits?
[CUSTOMER][NEGATIVE] No, no, no.
[CUSTOMER][NEUTRAL] It just says we received your claim.
[AGENT][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] On your policy and review the claim has started in some cases additional information.
[AGENT][NEUTRAL] OK. I know what that is.
[CUSTOMER][NEUTRAL] Uh, I need to provide which OK.
[AGENT][NEUTRAL] Yeah, so each time you submit a claim.
[AGENT][NEUTRAL] That letter is automatically generated just informing you that we received a claim for you and blah blah blah blah blah. So I'm showing 3, yeah, yeah, 3 on [PII] I'm showing 3 items received.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Um, and so you'll get a letter, an acknowledgment letter is what it is.
[AGENT][NEUTRAL] Um, each time, um, and so let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so it's basically saying that uh the.
[AGENT][NEUTRAL] Statement of insured is required.
[AGENT][NEUTRAL] Have you submitted that before?
[CUSTOMER][NEUTRAL] So that's what I need to.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'm sure I have.
[CUSTOMER][NEUTRAL] Statement of insured.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] With that, um, I can just pull that uh form up on the website, right?
[AGENT][NEUTRAL] From [PII]. Mhm.
[CUSTOMER][NEUTRAL] AM
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm. Yeah. It's just a [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I can get that form.
[AGENT][NEUTRAL] Right, um, when you get to that site.
[AGENT][NEUTRAL] See, let me get there.
[AGENT][NEUTRAL] Uh, to the upper right there's a link, a claims and forms link you'll click that link.
[AGENT][NEUTRAL] And then you'll just scroll down.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're looking for the short term.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're an alphabetical order disability claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the statement of insured would be page 2.
[AGENT][NEUTRAL] 3
[AGENT][NEGATIVE] Page 4 is um it's just something for you to read it's a claim form fraud statement.
[AGENT][NEUTRAL] Uh, just some legal jargon there and then page 5 is an authorization.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] To request information if if need be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then just upload that?
[AGENT][NEUTRAL] And just upload that that claim form, that insured statement.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well, hopefully that'll do it.
[AGENT][NEUTRAL] Yeah, that's the only thing that I'm showing is the um.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Is the, um, insured statement.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] I'll take care of that today.
[AGENT][NEUTRAL] Now, on one of them is, is there an accident benefit under your disability policy, do you know?
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Is this your disability as a result of an accident or no?
[CUSTOMER][NEUTRAL] Uh, I mean, uh, it was on, on, on the job. It wasn't like accident and accident I mean.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Let me double check because I'm wondering if they're asking for an accident claim form, so give me, give me one second.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] As well as the insured statement.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it's just asking for the statement of insured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Any other questions, [PII]?
[CUSTOMER][POSITIVE] No, uh, that hopefully that'll do it.
[AGENT][POSITIVE] OK, alrighty well thank you so much for calling APL. If no further questions, have have a happy new [PII], OK?
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Um, bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.