AccountId: 011433970860
ContactId: 6e71bd43-8eb5-473e-ac21-59d820d3c528
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 449420 ms
Total Talk Time (AGENT): 122653 ms
Total Talk Time (CUSTOMER): 155789 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/6e71bd43-8eb5-473e-ac21-59d820d3c528_20250415T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And I received some uh paperwork from y'all's office, um, for my uh.
[CUSTOMER][NEUTRAL] I guess my disability claim form for uh my work. Uh I had had hand surgery and um I don't know what I need to send in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, do I need to send in everything that was asked for or?
[AGENT][NEUTRAL] Um, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh yes ma'am, hold on one.
[CUSTOMER][NEUTRAL] Uh, policy number, my policy number is um.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 446201
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And I just need two more pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Don't show an email address on file. OK, so you got correspondence from us did it, is it asking for specific information or?
[CUSTOMER][NEUTRAL] Well, it's just saying, uh, it says explanation of benefits and then it's just telling me, um, it says these dates uh represent your elimination period benefits are not allowed until after the period. Uh, the premium due has been deducted from the benefits. Please complete the employee statement and return to our office. It is not necessary for us to receive the.
[CUSTOMER][NEUTRAL] Attendance physician statement or the employee statement, please contact our office immediately.
[AGENT][NEUTRAL] OK, let me see what we've got here.
[CUSTOMER][NEUTRAL] N
[AGENT][NEUTRAL] I'm pulling this up. Give me one.
[CUSTOMER][NEUTRAL] Cause uh
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, let's see here
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so for your short term disability, it looks like we've got the physician statement and let's see what else.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause I know I faxed everything in that uh Miss [PII] from our I guess she's like a human resources from our office.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, I have faxed everything in a couple of weeks ago.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I could tell you what I faxed in.
[AGENT][NEUTRAL] Yeah, I see that we received your employee claim form, the employer, and then we got your doctor's statement.
[AGENT][NEUTRAL] I'm not sure what they
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else in the notes? Let's see, hold on one moment.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Because I think I have to send it twice because I had sent it to the wrong place I think well the wrong phone number the first time so.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] OK, let me, um,
[AGENT][NEUTRAL] Let me transfer you to our claims department because I see your employee statement on file so I'm not sure why they've referenced that in this claim.
[AGENT][NEUTRAL] Um, is that OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment. OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] in the care team, and I've got a member on the line. Um, she's got a short-term disability claim and the EOB says that we need the employee statement, but I see the employee statement in Onase, so trying to figure out what's going on.
[CUSTOMER][POSITIVE] OK, I'll take a look at that for you.
[CUSTOMER][NEUTRAL] Do you have the policy number?
[AGENT][NEUTRAL] Yes, it's 244-6201.
[CUSTOMER][NEUTRAL] OK, it's under the part one?
[AGENT][NEUTRAL] Uh, yes, [PII].
[CUSTOMER][NEUTRAL] OK, give me just a quick second.
[AGENT][NEUTRAL] I see we initially on the [PII] we received just the attending physician, but then it looked like on the [PII] we got all three statements, so I didn't know if this just.
[AGENT][NEUTRAL] Um, cross or what, uh, or do we really need anything from her or?
[AGENT][NEUTRAL] Are we good?
[CUSTOMER][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] All three claim claim forms are attached to the 331 correspondence with the that claim number.
[CUSTOMER][NEUTRAL] Um, I see that we processed the benefit.
[AGENT][NEUTRAL] Yeah, we did.
[CUSTOMER][NEUTRAL] Uh, I guess I'm confused.
[AGENT][NEUTRAL] Well, the EOB says that we need the employee statement.
[AGENT][NEUTRAL] That's why I was confused.
[CUSTOMER][NEUTRAL] 00 yes, uh, we, yes, we normally ask for the updated statements, um, each month from the insured just to be sure if they, anything changes if they return to work early or anything like that, but we have the updated information to prevent any overpayments. Uh, so yes, I, I can let her know that.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] That we normally do ask for updated claim form each month.
[AGENT][NEUTRAL] OK, all right, I'm gonna transfer on through, is that OK?
[CUSTOMER][NEUTRAL] Sure, what's the callback number?
[AGENT][NEUTRAL] Uh, callback number is [PII].
[AGENT][NEUTRAL] [PII] and then I verified her other info.
[CUSTOMER][POSITIVE] OK, great. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you for holding this is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], my name