AccountId: 011433970860
ContactId: 87cbd086-0cdc-4442-80e5-d8b68638f328
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 407269 ms
Total Talk Time (AGENT): 160460 ms
Total Talk Time (CUSTOMER): 136032 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/87cbd086-0cdc-4442-80e5-d8b68638f328_20250318T16:25_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII].
[CUSTOMER][NEUTRAL] Uh, I call in to find out something about my team.
[AGENT][NEUTRAL] OK, I can help you with your claim status, Mister [PII]. Can you please give me your policy number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Policy number is 02432636.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Mister [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, my phone number is [PII].
[CUSTOMER][NEUTRAL] My, my email address is [PII].
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII]. The zip is [PII].
[AGENT][POSITIVE] OK, thank you so much sir for verifying that information for me and if we get disconnected sir is the number that you just gave me a good number to call you back on?
[CUSTOMER][POSITIVE] That's right.
[AGENT][POSITIVE] OK thank you I appreciate that. Let me look at your claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm getting a remark that the claim form submitted was incomplete. The 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, that, that claim would be, that would be from the, from my doctor.
[AGENT][NEUTRAL] Right, it needs to be completed by your doctor in its entirety, the claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but not from my employer, not from the employer, only the doctor.
[AGENT][NEUTRAL] Yes, it's, it's only the same from the physician, yes.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so, uh.
[CUSTOMER][NEUTRAL] Once I, once I hear from him then I gonna send it.
[CUSTOMER][NEUTRAL] The information in for you and then uh.
[CUSTOMER][POSITIVE] I also gonna send my direct deposit so that, you know, it could be faster, could be speed up more.
[AGENT][NEUTRAL] OK. Yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Just make sure when you send in that claim form that your part is filled out, your employer's part is filled out, and the doctor's part is filled out.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All 3 parts.
[CUSTOMER][NEUTRAL] Or you
[CUSTOMER][NEUTRAL] Or you want the you want the whole form complete.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Because when I speak to 11 of the agency a few days ago they said only fill out the.
[CUSTOMER][NEUTRAL] The portion of myself.
[AGENT][NEUTRAL] No, in order to have your claim processed, you have to have all three parts filled out.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh well, that's a lot of, that's a lot of.
[CUSTOMER][NEUTRAL] No I know I had to send I require to call [PII] and get [PII] not to, you know, the employer part.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Right, yes, you have to have all that filled out in order for the claim to go through. If there's anything missing then it's gonna give you an error like it did today. So all three parts yours, the employers, and the doctor needs to be filled out.
[CUSTOMER][NEUTRAL] OK, I see, I see.
[CUSTOMER][NEUTRAL] Well, that's gonna take some time and.
[CUSTOMER][NEUTRAL] But at the hospital, you know, that's the whole lot. [PII] right away, you know, I just got to call her and she will send that to me, but the, the hospital is gonna take the time.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, then, uh, how much was the, was the, the last check that's sent out?
[CUSTOMER][NEUTRAL] The amount, please.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Let me look.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think it, it should be in the mail.
[AGENT][NEUTRAL] The last check.
[AGENT][NEUTRAL] Let me look it up real quick.
[AGENT][NEUTRAL] Looks like your last check was issued on [PII].
[CUSTOMER][NEUTRAL] And what, what was the amount?
[AGENT][NEUTRAL] The amount was $1,592.33.
[CUSTOMER][NEUTRAL] 1592.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And that.
[AGENT][NEUTRAL] And it went it went to your home address at [PII].
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Is there anything else, Mister [PII] I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][POSITIVE] That'd be all for now. Uh, thank you for your help.
[AGENT][POSITIVE] You're very welcome, sir. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yes, sir. You too, bye bye.
[AGENT][NEUTRAL] Bye bye, sir.