AccountId: 011433970860
ContactId: 7d013521-ffc9-4474-970f-c56897684755
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 568650 ms
Total Talk Time (AGENT): 113553 ms
Total Talk Time (CUSTOMER): 151826 ms
Interruptions: 3
Overall Sentiment: AGENT=-0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/7d013521-ffc9-4474-970f-c56897684755_20250320T17:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling AP. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], how are you? This is [PII].
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, OK, let me tell you what's going on because I am not finding what I need. OK, I have a member on the line that he has a disability policy and he said he's needing a copy of the employee's form that was sent to us, sent to him.
[CUSTOMER][NEUTRAL] Um, and I did not find that. Um, I checked the most recent documents and I don't see that. So I'm not sure if we did receive one or I mean because the claims have been paid, so uh I'm just confused, where is the copy of that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Yes, 235-6292.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said he was needing a copy of the insurance section of the form?
[CUSTOMER][NEUTRAL] The employer's section of the form. Mhm.
[AGENT][NEUTRAL] Oh, employer, OK, let me take a look.
[CUSTOMER][NEUTRAL] And is, is that something we can do? Can we send that out?
[AGENT][NEUTRAL] His the employer section of the form, not if he didn't submit it to us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't, I don't think he did. I think the employer sent it to us or something like that because he don't have a copy.
[AGENT][NEUTRAL] The.
[AGENT][NEUTRAL] Let me see what we have here.
[CUSTOMER][NEUTRAL] But I didn't find it unless I miss.
[CUSTOMER][NEUTRAL] You did some job. I didn't see it at all.
[AGENT][NEUTRAL] Hm, looks like this claim incurred back in, incurred back in April, so let me see if I can find the most recent employer form cause it'd be.
[AGENT][NEUTRAL] It might be some claims back, let me see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let's see, most recent mail.
[CUSTOMER][NEUTRAL] I see one, an old one back in [PII], but he signed that one.
[CUSTOMER][NEGATIVE] So that will not be it.
[AGENT][NEUTRAL] Yeah, I'm having to look through each piece of mail to see when we originally got the uh employer form, so give me a moment.
[AGENT][NEUTRAL] So far, I'm not finding it, but I'm still looking.
[AGENT][NEGATIVE] Hm. So far, I'm still not finding it.
[CUSTOMER][NEUTRAL] Mhm. No, I, I really.
[AGENT][NEUTRAL] Still looking.
[CUSTOMER][NEUTRAL] Yeah, I, I went to all of them, including [PII]. I didn't see anything, so I have.
[CUSTOMER][NEUTRAL] No idea how this this one was paid or I don't know I just.
[AGENT][NEUTRAL] And so far, I'm only seeing the physician, I mean, the insurance statement and the physician stuff.
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And that's what I keep finding as well, because it was sent like a lot of times, like, multiple times.
[AGENT][NEUTRAL] Yeah, that's what I keep seeing too so far.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, what is this one? No, that's not it still.
[AGENT][NEUTRAL] OK, let's see this.
[CUSTOMER][NEUTRAL] OK, I found one,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I think that's it. I'm not mistaken.
[AGENT][NEUTRAL] And which male you said you're? April what?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 3,447,560 is the claim number.
[CUSTOMER][NEUTRAL] No I'm not sure if he sent that to us or.
[AGENT][NEUTRAL] You said which claim it was?
[CUSTOMER][NEUTRAL] 344-7560
[AGENT][NEUTRAL] Let me look cause I don't think I've seen it cause I know it usually be, it's a UTBA form for the employer, but let me look back at that piece of mail.
[AGENT][NEUTRAL] So I don't think I remember seeing it. Let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh yeah, that is it.
[AGENT][NEUTRAL] Yeah, that would be it.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm. It is the employer section.
[CUSTOMER][NEUTRAL] Yeah, we can send that to him.
[AGENT][NEUTRAL] Um, I will have to check with one of the disability examiners in regards to that cause I'm not sure on that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. So, um, should we, should I just tell him that we're gonna call him back?
[AGENT][NEUTRAL] Yeah, yeah, I will send a request for one of the disability examiners to get with them regarding that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, let me give you the callback number.
[AGENT][NEUTRAL] So you're transferring him to me?
[CUSTOMER][NEUTRAL] Um, if, if you want me to transfer, I can transfer. If not, I'll give you the call back number and tell him that um we're gonna give him a call back.
[AGENT][NEGATIVE] Oh, no.
[AGENT][NEUTRAL] Yeah, if you'll send a hub request for a disability exam examiner so they can get back with them.
[CUSTOMER][NEUTRAL] Oh, you want me to send a have like plans?
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] OK, I'll go ahead and send that request.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] All right, thanks. Bye.