AccountId: 011433970860
ContactId: 728c8b73-82fb-4d29-a6e9-fca32b145647
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184389 ms
Total Talk Time (AGENT): 137561 ms
Total Talk Time (CUSTOMER): 55159 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/728c8b73-82fb-4d29-a6e9-fca32b145647_20250217T15:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey [PII]'s [PII]. How are you?
[AGENT][NEUTRAL] All right, [PII].
[CUSTOMER][NEUTRAL] Um, I have an insured's wife on the phone, Ms. [PII], and she's wanting to verify how to, um.
[CUSTOMER][NEUTRAL] Submit a new claim, but also.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEGATIVE] She is stating that he's no, he's still not working. [PII], I get that.
[AGENT][NEUTRAL] Who is, who is it on?
[AGENT][NEUTRAL] What's that policy number?
[CUSTOMER][NEUTRAL] 2117201
[AGENT][NEUTRAL] Let's see, uh, we paid him up to
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, [PII]. They just need to fill out doctor portion and his portion we still offer the same medical condition. He has not returned to work. We just need an updated physician claim form and an updated uh insured claim form. It's and it's on the uh instructions tell them what they need to do. PI.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Physician and the employer?
[AGENT][NEUTRAL] Uh-huh. The idea. No, we don't need the employer if he hasn't returned back to work and it's still the same medical condition, we just need an updated doctor claim form and an updated insured claim form because we paid him, we paid him up to what the doctor had on the claim form. His, his date of disability was [PII]. So if he's still and we paid him up to, uh, 6, uh-huh, based on what we had.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 26.
[AGENT][NEUTRAL] Uh-huh, let me see what he's out for before.
[CUSTOMER][NEUTRAL] 00.
[AGENT][NEUTRAL] Last time he was out for something else and that was in [PII]. So yeah, and that was, you know, that, yeah, that was something else. So if he's out still for the same medical condition, tell them all they have to do is submit an updated doctor claim form and an updated insured claim form. We do not need to employ a claim form.
[CUSTOMER][NEUTRAL] Uh, here's the thing, he, she is saying that he hadn't returned back to work.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So we still wouldn't need the employers' portion?
[AGENT][NEUTRAL] If he hadn't returned back to work, we would need to employ a push. If he's still out for the same thing, did he return back to work or he didn't return back to work?
[CUSTOMER][NEUTRAL] She said he didn't and she was inquiring about premium as well. I don't know if that's anything.
[AGENT][NEUTRAL] It'll be taken out. It'll be taken out of his benefit if premium not paid when it's time to pay him up to the time we can waive, premium will be deducted out of this benefit. After he's been off consecutive 90 days, then we start paying the premium. But until then, if premium is not paid, we would take premium out of his benefit. But as of right now, his premium is paid to [PII], uh huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. OK. I didn't know how that works. Thank you, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, so make sure she knows that we need an updated doctor claim form and an updated insured claim for any benefits to be paid beyond 126 of 2025.
[CUSTOMER][POSITIVE] 126 to 25. Awesome, [PII]. Thank you, madam.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh, all right, bye-bye. You too. Bye.
[CUSTOMER][POSITIVE] Have a good one bye.