AccountId: 011433970860
ContactId: 7a5a3285-8104-403c-be2c-5f2147d39dbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 569969 ms
Total Talk Time (AGENT): 259685 ms
Total Talk Time (CUSTOMER): 223105 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/7a5a3285-8104-403c-be2c-5f2147d39dbc_20250324T21:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I'm with Trade Winds Towing, and I have a few questions. I'm hoping I can get answers for one of our employees. Um, he's currently, um, he has a short term disability claim with you all, and he's been out since November and he's telling me that he's supposed to get $2000 a month.
[CUSTOMER][NEUTRAL] And he told me that he's only gotten $4,851.33 and he should be coming back to work I believe early next month and.
[CUSTOMER][NEUTRAL] Basically he's just trying to find out why he would have to submit a whole another claim.
[CUSTOMER][NEUTRAL] To get the rest of the money owed to him for the time that he's been out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that something you can help me with?
[AGENT][NEUTRAL] Yes, Ms. [PII], first, can you give me your group number?
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] That's OK. And I can, I can check the claim status and read the remarks for you, what the claim says. Is the insured there to be able to give consent for us to be able to discuss his claims?
[CUSTOMER][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] He's not, but I can three way him in if I need to if that is an option.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, well let's let's look up, yes.
[CUSTOMER][POSITIVE] I'm, I'm trying to find my group number. I am so sorry bear with me.
[AGENT][NEUTRAL] That's OK. That's OK, Ms. [PII].
[CUSTOMER][NEUTRAL] Um, I mean, because I wrote down his employee number, his policy number, and for whatever reason.
[CUSTOMER][NEUTRAL] I do not have, let's see, uh, here we go.
[CUSTOMER][NEUTRAL] I have my set up forms that don't have a group number.
[CUSTOMER][NEUTRAL] And then yeah so where would I find my group number? I'm on my website, the my portal for as an employer.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it is, uh, you could find it on your invoice, but let me see if I can find it.
[CUSTOMER][NEUTRAL] Where would I find my group number?
[CUSTOMER][NEUTRAL] I was gonna say I have an invoice number 6385818 but.
[AGENT][NEUTRAL] Your group number would be on your invoice but let me um let me see if I can find it.
[CUSTOMER][NEUTRAL] When I try to.
[CUSTOMER][NEUTRAL] Watch me. I was gonna say watch me find it now because.
[AGENT][NEUTRAL] You said it was
[AGENT][NEUTRAL] You know, that's how it happens.
[CUSTOMER][NEUTRAL] I, I have it. I have it. I have it. I'm sorry. It's 26093 it's 26093.
[AGENT][NEUTRAL] You do? What is that?
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Jeez, I'm so sorry. It's a Monday, Tory, it's a Monday.
[AGENT][NEUTRAL] I feel you. I'm feeling Monday today too.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], can you just please verify um your last name and your email address and your group uh street name?
[CUSTOMER][NEUTRAL] Sure, OK, wait, my last name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the group name is Trade Winds Towing LLC.
[CUSTOMER][NEUTRAL] And Oak Street, is that what I was supposed to verify? Next, OK, yeah.
[AGENT][NEUTRAL] Yes, you have Oak Street. And then your, um,
[AGENT][NEUTRAL] Email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the um employees policy number with us?
[CUSTOMER][NEUTRAL] 243-263-6
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull up his policy real quick.
[AGENT][NEUTRAL] OK, I've got it pulled up and I will need to get his verification that it's OK to discuss his claims with you because that's private information.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, if you don't mind trying to three way call him and I'll just verify his policy over the phone, get his consent, and then he can be on his way if he wants to.
[CUSTOMER][NEUTRAL] So let me.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, bear with me I'm gonna try and get him on here.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII], are you there?
[AGENT][NEUTRAL] Yes, ma'am. Yes, I'm here.
[CUSTOMER][NEUTRAL] OK, and [PII]?
[CUSTOMER][NEUTRAL] Yes, yes, I'm [PII].
[AGENT][NEUTRAL] Hi, Mr. [PII], this is [PII]. Uh, I need to verify your information real quick on your policy, sir. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address?
[CUSTOMER][NEUTRAL] OK, my address, my mailing address is [PII]. The zip is [PII].
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Thank you. And then one last verification, can you give me your phone number, sir?
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] OK, if I discuss your claim with Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you, [PII]. I appreciate you giving me the consent. uh, you can either stay on the phone or you can uh take care of business, whatever you wanna do as long as I have it, I can, I can talk to her now.
[CUSTOMER][NEUTRAL] OK, I would, I would.
[CUSTOMER][NEUTRAL] I was stand by.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, thank you. OK, so look, looking at the claim, the last um entry that I have on this claim, the claim number that I have is 357-542-6.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And
[AGENT][NEGATIVE] The claim is requesting more information and what it's requesting is the claim form was not completed correctly.
[AGENT][NEUTRAL] Um, it was incomplete, so this is the remark that the claims examiner gave us in order for additional consideration to be given to your claim, please have your physician to complete the physician's portion of the claim form in its entirety to confirm disability. Your claim will be in an inactive status until we receive the requested information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it really basically.
[CUSTOMER][NEUTRAL] [PII], are you still there? you did you hang up?
[CUSTOMER][NEUTRAL] Yeah, yes, I'm still here. I'm listening to this? OK.
[AGENT][NEUTRAL] So he just needs to take the claim form to his physi physician and have them fill out their portion of the claim form and then resubmit it.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead, [PII].
[CUSTOMER][NEUTRAL] OK, and then
[CUSTOMER][NEUTRAL] OK, so you need me, I, I have to fill in my part and then I take it to my doctor and let him fill in his part.
[AGENT][NEUTRAL] Right, so when you do a disability claim form, there's 3 parts the employer's portion, the doctor's portion, and your portion. So obviously you filled out your portion and Ms. [PII] said that they've done their part, but the doctor needs to fill out his part.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, but this, this all was done before.
[CUSTOMER][NEUTRAL] And then the 2nd check that I received, they told me at your office that I don't know how to fill my part and I send it in and, and they accept it like that. I received the check.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] But now, I don't know why they want requesting now for everybody to fill in their part again.
[AGENT][NEUTRAL] Yes, unfortunately, when you do short term disability that has got to be done to verify that you still need to be on short term disability, uh, and that you still need to be away from work. So that will have to be done in order for you to be able to resubmit the claim and then to review it again, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there any other questions you may have?
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Either you
[CUSTOMER][NEUTRAL] No, that's all I got for now. I just wanted.
[AGENT][NEUTRAL] Yes, sir. And Ms. [PII], do you have any questions?
[CUSTOMER][NEUTRAL] Pardon?
[CUSTOMER][POSITIVE] No ma'am, that answers our questions. Um, I'll get with [PII] and, and make sure we get the form completed and um submitted accordingly to what you've stated. I do appreciate your time, [PII]. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] Well, we appreciate you guys too and Mr. [PII], I hope you get to feeling better. You can get back to work soon.
[CUSTOMER][POSITIVE] OK, thank you. I appreciate it.
[AGENT][POSITIVE] You're welcome. You, you take care and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too. All right, bye bye.
[AGENT][NEUTRAL] Bye-bye. Bye bye you guys.