AccountId: 011433970860
ContactId: 6e7e9f47-b378-4bad-829b-6cfae9fa9404
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295880 ms
Total Talk Time (AGENT): 162100 ms
Total Talk Time (CUSTOMER): 102910 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/6e7e9f47-b378-4bad-829b-6cfae9fa9404_20250210T16:00_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yes, [PII], hi, this is [PII] in claims department. I have a [PII]. um, we want you to know about a disability claim. Uh, can I give you his policy number, please?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's um 02554488.
[CUSTOMER][NEUTRAL] And I verified all of his information and his phone number. The problem that we're running into, or that I'm running into is that um he has a claim, uh, the claim number is 3554479. You'll see that this is just done in January.
[CUSTOMER][NEUTRAL] And the, the denial on this is that the claim form was incomplete in order for additional consideration to be given to your claim, please complete the statement of where the insured and the employees. The thing is is that he's wanting details on this and to be honest with you, I've never looked at the disability claim in my life. So, um, uh, if I was wondering, please, if I could transfer him to you and you could maybe give him details, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He knows that he's turned in this thing. He knows that there's additional documentation that needs to be, but I just, I'm sorry [PII], I just don't know what to tell him. So if I could have him talk to you please ma'am.
[AGENT][POSITIVE] All right, thank you so much. I got it. Mhm, you too.
[CUSTOMER][POSITIVE] OK thank you have a good morning.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hi, this is [PII] in the claims department.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right. And you was calling about um your disability claim where we're asking for the insured statement?
[CUSTOMER][NEUTRAL] Uh, I don't know. My agent send everything to you guys and I was just.
[CUSTOMER][NEUTRAL] Wondering about the status of the claim, when when they send a check.
[AGENT][NEUTRAL] OK. So, what we received, um, we didn't received the insured statement which is your portion. Um, let me go back and look at what, um, you said your agent sent. So let me look at what your agent sent and um because it's showing that we don't have your portion of the claim.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] I've sent everything you guys have asked for.
[AGENT][NEUTRAL] OK, let me go back and look. So, um, you sent things um twice so far. Um, so this states that this is the status of a trucker which comes from the um the trucking company.
[AGENT][NEUTRAL] Alright, so let's see what you say in December.
[CUSTOMER][NEGATIVE] My trucking company has nothing to do with it. It's not a workman's comp claim.
[AGENT][NEUTRAL] I know, but
[AGENT][NEUTRAL] It has to show that you.
[AGENT][NEUTRAL] were employed, so that's the reason why.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You guys should have a copy of my W-2 form.
[AGENT][NEUTRAL] But we received what we needed, which is the status of a trucker. So we received that. Um, in December, it looks like you sent the physician's form. You sent a copy of your W-2.
[AGENT][NEUTRAL] Let me see what else. Um, it does not look like the complete claim form was completed when you originally filed, which you did not fill out your portion of the claim form.
[CUSTOMER][NEUTRAL] That's what she's just sent you guys a couple weeks ago.
[AGENT][NEUTRAL] No, she only sent one page and that was the um.
[AGENT][NEUTRAL] The portion that they complete that UTA complete, but your portion that you fill out, that was not only one page was submitted to us. Now, I'm not sure if you gave her your portion and she did not send it to us, but the only thing we received is one page.
[CUSTOMER][NEGATIVE] OK, can you do me a favor and call my agent and figure this shit out, because this is getting old.
[CUSTOMER][NEUTRAL] I mean, I've sent everything you guys have asked for.
[AGENT][NEUTRAL] Sir, no need to cuss. No need to cuss, sir. OK, so let me go back.
[CUSTOMER][NEGATIVE] I'm not, it's just frustrating as heck.
[AGENT][NEUTRAL] You just cause all right, so, all right, so in reply back, so I will get with the um disability um rep and I will let them know that your request that you would like for us to reach out to your agent to figure this out um and if.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Your agent needs to reach out to you like I say, we are missing just that one form and that is your portion. Now that is something that you would have to fill out, but I would get a disability rep to reach out to your agent and your agent can then reach out to you.
[CUSTOMER][POSITIVE] All right, sounds good.
[AGENT][NEUTRAL] All right. Is there anything else, [PII], I may help you with today?
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][POSITIVE] Thank you so much for calling APO. You have a great day. Bye bye.