AccountId: 011433970860
ContactId: 7aa87730-a287-4e1b-b83b-42bf9934f855
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198149 ms
Total Talk Time (AGENT): 104550 ms
Total Talk Time (CUSTOMER): 74711 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/7aa87730-a287-4e1b-b83b-42bf9934f855_20250214T19:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. With whom am I speaking? How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. This is uh [PII]. Uh, just had a quick question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, upon turning, returning to work.
[CUSTOMER][NEUTRAL] What uh paperwork do I need to send in?
[AGENT][NEUTRAL] Uh, you need to contact us and let us know what day you're returning to work.
[CUSTOMER][NEUTRAL] On uh
[AGENT][NEUTRAL] And we'll reach out to the provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is your callback number?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] Um, hold on.
[CUSTOMER][NEUTRAL] I'm trying to remember off the top of my head I think it's 02444823.
[AGENT][NEUTRAL] OK, let me take a look at that because I have to put a notation on the account and when did you return to work?
[CUSTOMER][NEUTRAL] Uh, this week.
[AGENT][NEUTRAL] OK, repeat that policy number again.
[CUSTOMER][NEUTRAL] I think it's 02444823.
[AGENT][NEUTRAL] OK, [PII], and what is your date of birth and physical mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. And what's your
[CUSTOMER][NEUTRAL] [PII]. Go ahead.
[AGENT][NEUTRAL] Thank you and what's your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and I have to know the exact date that you returned to work was that this Monday? Is that what you're saying?
[CUSTOMER][NEUTRAL] Uh, what was it? Tuesday?
[AGENT][NEUTRAL] OK, so Tuesday would be the [PII], OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your doctor initially had you out to what day? Do you remember?
[CUSTOMER][NEUTRAL] The [PII], yeah, the [PII].
[AGENT][NEUTRAL] OK, yeah, so we're, we're not gonna pay past that date. We're not gonna pay past that date either anyway, OK? So what'll happen is you'll file your claim to [PII] because you've not been paid for the month of February, so you need to do a continuing disability claim for February. We'll make that payment up until the [PII], which is when the doctor said you would go back to work and you went back to work that day, OK?
[CUSTOMER][NEUTRAL] Doctor [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, should I, um.
[CUSTOMER][NEUTRAL] I, yeah, well, OK, so I guess that's it.
[AGENT][NEUTRAL] Does that make sense?
[AGENT][NEUTRAL] Yes, that'll be it. You just still need to file a claim to get your [PII] from [PII] to you, well, [PII] till you went back to work, OK?
[CUSTOMER][NEUTRAL] OK, what his portion as well?
[CUSTOMER][NEUTRAL] Or how should I do that? Should I?
[AGENT][NEUTRAL] No, it's a continuing disability claim form. It's just your portion.
[AGENT][NEUTRAL] We already has his has his portion that says you're not gonna, you're that you're going back to work on [PII], so there's nothing else to do beyond that point because the company is not gonna pay you past the doctor's documentation of the [PII], OK?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's cool. That's cool.
[AGENT][POSITIVE] Alright, anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right, well, take care of yourself and thanks for calling APL Mr. [PII] have a great day.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.