AccountId: 011433970860
ContactId: 752ec123-278a-4c65-a8a5-baa9d0a367e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 576979 ms
Total Talk Time (AGENT): 305426 ms
Total Talk Time (CUSTOMER): 171582 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/752ec123-278a-4c65-a8a5-baa9d0a367e3_20250331T14:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. Uh, this is [PII] with Partners Benefit Group, and I'm calling to check on a disability claim, please.
[AGENT][NEUTRAL] OK, [PII], and I'm sorry, are you the insured?
[CUSTOMER][NEUTRAL] We're the agent, the broker.
[AGENT][NEUTRAL] OK. You're with the broker's office. OK. And you're wanting to check claim status, you said?
[CUSTOMER][NEUTRAL] Yes, we had sent some updated information, um, like a return to work change date and they called this morning they haven't heard anything so I'm just trying to check on it please.
[AGENT][NEUTRAL] For member.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right. Yes, ma'am, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the um policy number for the member?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I have his social. I need to get the policy number from you so I can put it on here actually.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Every time I call I'll have it.
[CUSTOMER][NEUTRAL] So um.
[AGENT][NEUTRAL] OK, what is that number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I'm sorry. I'm sick. My voice is foggy. I'm so sorry. OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh yeah, that's OK. So you said again his social is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so give me just a moment please, [PII], to get the information pulled up. Now, I will have to verify some things with you first for security.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Of course.
[AGENT][POSITIVE] I am so sorry about that too, [PII]. I'm struggling with the allergies, but kind of in a different
[CUSTOMER][NEGATIVE] Hey, it's all. I know. Well, I've been struggling. I finally call the doctor. It's more like, Lord, I just can't get better.
[AGENT][NEUTRAL] Different way. Oh.
[AGENT][NEGATIVE] I mean, uh, it's just, I, I'm in [PII] and the pollen around here is incredibly unbelievable, incredibly.
[CUSTOMER][NEUTRAL] Yeah, we're in [PII], so yeah, I feel you, girl.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] So yeah, you understand, yeah, you understand. OK, so first off, um, any information that I provide for you, [PII] would be a verification of benefits and not a guarantee of payment. And if you could first please verify the insured's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, it's [PII], and his date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And the name of the group that he works with?
[CUSTOMER][NEUTRAL] Oxford Construction Company.
[AGENT][NEUTRAL] OK, thank you. The agent's name and email?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And then it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And lastly, your email address, please, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. All right, so this information pulled back up.
[AGENT][NEUTRAL] OK, so it does.
[AGENT][NEUTRAL] It does appear that there is a his name is scheduled to go through our nightly processing tonight, [PII].
[CUSTOMER][NEUTRAL] 40 minutes, but
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Do you know how much that's gonna be?
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Alright, well I'll be in touch.
[AGENT][NEUTRAL] Yes, give me just one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Yeah, that's right, that's right.
[CUSTOMER][NEUTRAL] So I will be.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, so the pending amount shows $1360.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um if anything needed further because I mean, he, he doesn't, or do you show that it's just open to keep going because I mean he's not, doesn't have a return to work, you know what I'm saying? I mean, like he's in the hospital currently.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] Yes, no, each month we still have to have the claimant statement.
[AGENT][NEUTRAL] That has to be submitted monthly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, um, if the return.
[CUSTOMER][NEUTRAL] So will that be for April, like your.
[AGENT][NEUTRAL] Each month, yes, each month. Now, if the return to work date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you sell a return to work in that?
[AGENT][NEUTRAL] You know, were to change for him point we.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, so you don't need another physician statement just the claimant statement, right?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] At this, yes, this states on the remark for this claim, this payment includes your disability benefit for this month.
[AGENT][NEUTRAL] Please contact our office immediately if you're released from your door if you return to work so that your claim will not be overpaid. And the other remark on here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Now, we did also include some additional forms that are being mailed, that will be mailed. They have not obviously gone out yet since the claim has not been fully processed, but it states in order to assist you during this period of disability, please have the following information completed on the enclosed claim form. Employee's portion completed by you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Physician's portion completed by your doctor. You may have your employer complete their portion when you return to work. Please contact our office immediately if you are released from your doctor's care or if you return to work so that your claim does not become overpaid. So yes, it
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It does appear that this time, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The physician's portion will also need to be completed.
[CUSTOMER][NEUTRAL] OK, if there's no way you can email me those forms, sorry, can you?
[AGENT][NEUTRAL] Well, you can, you can access the internet. Is that, I mean, I'm assuming.
[CUSTOMER][NEUTRAL] Yeah, oh yeah.
[AGENT][NEUTRAL] Because you can print our dis you can print the disability claim form [PII] directly from our website if you go to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] When that page opens up at the top you're gonna see a link that says claims and forms.
[AGENT][NEUTRAL] You would just click on that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Scroll down the page and about middle ways down, you're gonna see a little box that says filter by product and it has a green drop down arrow in it.
[AGENT][NEUTRAL] If you
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The green drop down there, it's gonna give you a list where it says disability.
[AGENT][NEUTRAL] And just click on the word disability.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then out to the right you should see a blue button that says download form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you click there, it will open up that disability claim form.
[CUSTOMER][NEUTRAL] Alright, thank you and can you give me the claim number for this guy, this claim?
[AGENT][NEUTRAL] And you can print it
[AGENT][NEUTRAL] For this claim that we'll go through processing tonight, that's gonna be 358.
[AGENT][NEUTRAL] 2409.
[AGENT][NEUTRAL] And the policy number for future reference is 01.
[AGENT][NEUTRAL] 846,140.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. And is there anything else that I can help you with?
[CUSTOMER][POSITIVE] Uh, no, I appreciate it.
[AGENT][POSITIVE] Well, you are certainly welcome, [PII]. I, I hope you feel better. I hope you can kick all this allergy stuff pretty soon.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you. You too, you too. It's just part of it, isn't it? All right. Uh-huh, bye-bye.
[AGENT][POSITIVE] Thank you. It is.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Well