AccountId: 011433970860
ContactId: 79a6a3c6-3cbf-413e-9235-886c0094d965
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331760 ms
Total Talk Time (AGENT): 151736 ms
Total Talk Time (CUSTOMER): 100144 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/79a6a3c6-3cbf-413e-9235-886c0094d965_20250416T16:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My husband received the uh paper check in the mail, and along with the check, it was a um a disability claim form.
[CUSTOMER][NEUTRAL] Like he had already filled out. Is that for another time? His name is [PII].
[AGENT][NEUTRAL] OK. Um, so,
[AGENT][NEUTRAL] Yes and no. So the, the form is in there because depending on how long he's going to be on disability, you need to send that form in each month and that's how we start. So like it's April now, if you send that in, they'll start May. Um, you can get it in early, but it may all the funds are dispersed around the [PII] of each month. So if you've already received April's payment, I would just start May, so it's already, you know, in the works.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, so give the doctor May, May statement.
[CUSTOMER][NEUTRAL] To fill out
[AGENT][NEUTRAL] Yeah, the, the only time you'll need the doctor and the employer is um like if he gets extended, then we'll need another doctor for him just, you know, just sign in for the new date or anything.
[CUSTOMER][NEUTRAL] Oh, OK. Oh, I didn't read it. I didn't read it.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Oh, OK, so it's just something that he could fill out himself.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you. So, so I can fill it out, you can fill it out now and, and send it in.
[AGENT][NEUTRAL] Yes, ma'am, and we'll go ahead and get started for May. Um, we'll process it, but then he's going to receive on the um
[AGENT][NEUTRAL] The explanation of benefits is going to say um like the claim has been processed, but we can't disperse the funds until the [PII], but at least he knows it's taken care of.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I got you. OK, then one more question. I was trying to set him up online and it keeps saying that the person is not found.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And I put in his social security number.
[CUSTOMER][NEUTRAL] And uh if they say the call is just keeps keeps happening.
[AGENT][POSITIVE] OK, I can help you with that. So that just means that
[CUSTOMER][NEUTRAL] And I've, I've tried it numerous times.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That just means that something um being entered isn't matching what's in our system, so I just have to find out what that is and fix it. Um, may I have your name and a good contact number in case we are disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. and Ms. [PII], may I have um the policy number?
[CUSTOMER][NEUTRAL] I don't have it with me. I'm at work.
[AGENT][NEUTRAL] Oh, I
[CUSTOMER][NEUTRAL] I didn't bring it with me. Well, another thing, um, the policy number.
[CUSTOMER][NEUTRAL] I, I could never find it. I looked at his paperwork and I didn't, I couldn't find the policy number. I could give you his social security number for now.
[AGENT][NEUTRAL] Yes, I can use the social security number.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm just waiting for the policies to um populate here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is well I can pick any of them for that. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Here's the thing. Since Mr. [PII] doesn't have anyone on his policy, like a secondary person, I really can't make any changes or give any specifics. Um, so here's what we can do. Let me see if there's an email.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that's my email [PII].
[CUSTOMER][NEUTRAL] I could have him to call and um.
[CUSTOMER][NEUTRAL] When I get home.
[AGENT][NEUTRAL] But here's the thing, so I'm gonna send you, um, I'm gonna send the, well, yes, I see your email here. I'll send you an email with the third party authorization form, um, for, for you all to fill out and you can email it back to us, but it's just um because of HIPAA. So if you do want to call and you know, we won't have to go through all this, we can just verify with you your names on there and we can just keep going. So I'll send that to you in the meantime.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, you can send it, OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. Well, was there anything else I could assist you with today, Mrs. [PII]?
[CUSTOMER][NEUTRAL] Oh, that'll be it.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.