AccountId: 011433970860
ContactId: 7bbfe383-b54c-4819-b837-7bcaac9e60ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 531099 ms
Total Talk Time (AGENT): 198452 ms
Total Talk Time (CUSTOMER): 142188 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/7bbfe383-b54c-4819-b837-7bcaac9e60ed_20250403T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATAR. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm returning your call regarding um one of the claims that you are reaching out to us about for [PII].
[AGENT][POSITIVE] OK, thank you for calling me back. I just spoke with her and on your claim form you got 12.
[AGENT][NEUTRAL] [PII], her last day of work, and on her claim form she got [PII] and the doctor disabled her on [PII] and she said she was in the hospital at that time. So we need to correct date of her last day work from the employer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me look her up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you get your, your name again? Did you say, um, what did you say your name was?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII]. OK, [PII]. OK, [PII]. OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, OK, hold on one second, I just need to.
[CUSTOMER][NEUTRAL] Look at something.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Data employment.
[CUSTOMER][NEUTRAL] It is [PII]. OK, do we have her social?
[AGENT][NEUTRAL] I can, I can give you a date of birth if you need it. [PII] is her first name. OK.
[CUSTOMER][NEUTRAL] Oh no that's OK.
[CUSTOMER][NEUTRAL] I have her form right in front of me. I just gonna pull up 7505.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] Oh, did she work for CareBuilders? I think, OK, I'm on to the wrong company. That's fine.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] This is weird. I cannot locate her.
[CUSTOMER][NEUTRAL] Well, that's what she end with.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, she's in [PII].
[CUSTOMER][NEUTRAL] Was there a different name that she was using at the time by any chance?
[AGENT][NEUTRAL] No, that's what's on her, we got [PII], last name [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Contain
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You have the last 4 [PII]?
[AGENT][NEUTRAL] for the social.
[AGENT][NEUTRAL] That's what you wanna know? OK, let me, let me get to that, let me get to that screen. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, that's the last 4.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the last, it's her last social is [PII]. That's what we have.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh OK. [PII] [PII] [PII] So the form that I have says [PII] on it. Interesting. OK, OK.
[AGENT][NEUTRAL] OK, and, and on that, I think, uh, let me see what you put on. Let me go to which I thought y'all had her name too, [PII]. Let me see what y'all got on it. Give me a second to pull it up.
[AGENT][POSITIVE] Yeah, because we have [PII] So let's make sure what y'all got on.
[CUSTOMER][NEUTRAL] Yeah the form.
[AGENT][NEUTRAL] Yeah, which you put on our disability claim form that was completed.
[AGENT][POSITIVE] OK. Slow. My computer's slow. I'm sorry about that.
[AGENT][NEUTRAL] OK, let's see what y'all got.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And she submitted so she would have known if I had her name wrong cause I guess somebody sent it to her.
[AGENT][NEUTRAL] Let me look.
[CUSTOMER][NEUTRAL] Yeah, I have a form. What is this one?
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh, you know what it is?
[CUSTOMER][NEUTRAL] So you're calling for [PII]. I have the forms for [PII]
[AGENT][NEUTRAL] OK, let me see what, let me tell you what.
[CUSTOMER][NEUTRAL] I think we're talking about
[AGENT][NEUTRAL] Yeah, y'all got D O N D A on her claim form that was completed and this was completed by somebody named [PII].
[CUSTOMER][NEGATIVE] I am confused um.
[AGENT][NEUTRAL] OK, dated [PII]. The person that completed this was [PII] I guess that's an [PII] at the last of her name. Uh-huh, yeah. Uh-huh.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Me, yes, OK, alright, so, oh, I'm looking at a totally different form. They actually have like the same exact name. So the one that you're talking about, let's, let's review that one. So for [PII] we have the last work date as [PII].
[AGENT][NEUTRAL] Uh-huh. And she said she was in the hospital on [PII] and her last day of work was [PII].
[CUSTOMER][NEUTRAL] Yes, what
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm going to look if we have any time cards for her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Maybe they put that on there because it shows that she had PPO and they put, I guess that's supposed to be 7 to 8 hours and 48, I don't know what that sta, but they got 78.48 PPTO PPT.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll check our pay stubs.
[CUSTOMER][NEUTRAL] OK, the last pay stub that we have going out.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK sure.
[CUSTOMER][NEUTRAL] For the for a pay stub from 1129 24, she worked 40 hours a week.
[AGENT][NEUTRAL] Did she work or she did got?
[CUSTOMER][NEUTRAL] And that's after the incident date, yeah, no, she worked there's, yeah.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Oh, she did. OK. So, her last day work was, what was her last day at work? Was it 12:25?
[CUSTOMER][NEUTRAL] 1225 24 yes.
[AGENT][NEUTRAL] OK, so we're gonna go with what you said, 12:25, 24. I mean, because I don't know why she's thinking that uh her last day work was 11:17, but uh I'm gonna go back what I verified with the employer, so that's what I'm gonna go with. OK. OK. Thank you, [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh you're very welcome. And do you need anything else?
[AGENT][NEUTRAL] You have
[AGENT][POSITIVE] No, that was it. Thank you. You have a great day. Bye-[PII]ye. Bye-bye. Bye-bye.
[CUSTOMER][POSITIVE] OK, alright, you're welcome have a good day you too bye bye.