AccountId: 011433970860
ContactId: 7d5333aa-cfa7-4d19-be0d-5f49b9f3f0ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179869 ms
Total Talk Time (AGENT): 73938 ms
Total Talk Time (CUSTOMER): 69361 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/7d5333aa-cfa7-4d19-be0d-5f49b9f3f0ed_20250123T16:56_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] Hello, I'm calling about claim number 3,554,360. Um, it was saying that it was received on [PII], but there are no documents.
[AGENT][NEUTRAL] All right, thank you, and that was claim number 3,554,360?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what is your name, please?
[CUSTOMER][NEUTRAL] This is my name is [PII]. This is just an extension uh.
[CUSTOMER][NEUTRAL] Uh, because I was out longer than, uh.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] All right. Thank you, Mr. [PII]. And do you mind verifying your date of birth and email and phone number?
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] Yeah, [PII]. Email is [PII]. Phone number [PII].
[AGENT][NEUTRAL] And then also, if you don't mind, can we just verify your current mailing address?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] All right, thank you. All right, so bear with me just one moment. I'm checking on that.
[AGENT][NEUTRAL] Now that was processed yesterday.
[AGENT][NEUTRAL] And I'm checking.
[AGENT][NEUTRAL] Let me pull that up because it's stating that the claim form was incomplete, so let's just see what they're needing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you're checking online sometimes it does take up to 24 hours to be able to view it online.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Looks like they're needing the updated physicians portion.
[CUSTOMER][NEUTRAL] The physician's portion. OK dokey, I will call the doctor and let them know that they, that you guys haven't received that yet.
[AGENT][NEUTRAL] That is correct. We have not received that. We need that with that updated extension time, return to work time.
[CUSTOMER][NEUTRAL] OK, cause I, I, I actually sent in the updated letter that they gave me.
[AGENT][NEUTRAL] Right, but we do need that physician statement updated. That's just that portion of the claim.
[CUSTOMER][POSITIVE] OK, OK, not a problem, not a problem. I will go ahead on it.
[CUSTOMER][NEUTRAL] Alright, I'll give them a call and let them know.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that will be it, thank you.
[AGENT][POSITIVE] And thank you, Mr. [PII] for calling APL. I hope you have a wonderful day. You stay warm.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] All right bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh boy, let's see.
[CUSTOMER][NEUTRAL] I