AccountId: 011433970860
ContactId: 8d29135a-173d-4479-9df3-f64641ba57b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 469950 ms
Total Talk Time (AGENT): 223734 ms
Total Talk Time (CUSTOMER): 182138 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/8d29135a-173d-4479-9df3-f64641ba57b6_20250528T19:15_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII] and my husband [PII] has a policy for you, and I just had a couple questions we're filling out for a disability claim.
[AGENT][NEUTRAL] OK, Miss [PII].
[CUSTOMER][NEUTRAL] I've got the
[CUSTOMER][NEUTRAL] I've got the claim number. He's here. He can give you permission to let me talk, but I can give you the claim number.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so you call up.
[CUSTOMER][NEGATIVE] I just gave it to somebody and I was on hold and and then we got disconnected.
[AGENT][NEUTRAL] OK, so you're, you have some questions regarding completing the claim form, is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, yes ma'am, and it's for your husband's policy, is that correct?
[CUSTOMER][NEUTRAL] Yes, and also I need a fax number.
[AGENT][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK, so first off, Miss [PII], what is a good callback number for you please?
[CUSTOMER][NEUTRAL] Mine is [PII].
[AGENT][NEUTRAL] Thank you and your husband's policy number, please?
[CUSTOMER][NEUTRAL] 13611
[CUSTOMER][NEUTRAL] 02310691
[AGENT][NEUTRAL] OK, now, I'm sorry, that's a lot of numbers. That's not gonna be the APO policy number.
[CUSTOMER][NEUTRAL] Let's see what.
[CUSTOMER][NEUTRAL] It says on the paperwork we got in our policy.
[CUSTOMER][NEUTRAL] Certificate of insurance.
[AGENT][NEUTRAL] OK, you gave me, yes, ma'am, you gave me 1361102310691.
[CUSTOMER][NEUTRAL] And it says
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that's what it shows on your policy certificate is one number.
[CUSTOMER][NEUTRAL] Yeah, hang on a sec, hang on a second. I gotta find it. I just wrote that down I said something.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I, I believe I've located the policy. So Miss [PII], um, first off, I will have to verify several things for security purposes, and any information provided will be a verification of benefits and not a guarantee of payment. mhm.
[CUSTOMER][NEUTRAL] Yeah, on, on.
[CUSTOMER][NEUTRAL] OK, hang on, I found the policy number and it has the 13611-02310691 for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, if you could please verify his date of birth.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Yeah, uh, hang on, I can just, uh, you can talk to him if you need to.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that'll be fine.
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][POSITIVE] OK, thank you. Yes, ma'am. If he's there, yes.
[CUSTOMER][NEGATIVE] I'm just gonna see if I this sounds stupid.
[CUSTOMER][NEUTRAL] Hang on a second.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I guess you're supposed to tell her I'm allowed to talk about you.
[CUSTOMER][NEGATIVE] I can't get that back.
[CUSTOMER][NEUTRAL] Just, just talk to him.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, Mr. [PII]. This is [PII] with APO. How are you today?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I'm doing fine, thank you. So I need to verify some information with you for security purposes and then also I would have to get your authorization for this one phone call only to speak to Mrs. [PII] regarding your policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, first off, um, if you could verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you. The phone number that we would have on file for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And then your email address, please.
[CUSTOMER][NEUTRAL] That's my email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. So thank you very much. All right. So just a moment, Mr. [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so Mr. [PII], I had actually emailed you, um, two different times the third party authorization form for you to complete and send back to us so that we would not have to get your.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your permission each time but without that form on file, each time that this portal calls in with questions on your policy, you will have to verbally give us approval for that phone call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I just wanted, do you, are you authorizing me to speak to her today?
[CUSTOMER][POSITIVE] Oh yes, absolutely.
[AGENT][POSITIVE] OK, well I'll be happy to talk to her then.
[CUSTOMER][POSITIVE] Alright thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK, I have, I had needed the fax number there because we don't know how to do all that online stuff.
[AGENT][NEUTRAL] OK, so the fax number actually, Ms. [PII] is on the bottom of the first page on the disability claim form. It gives the mailing address and there's also a fax number and that is our secured fax line.
[CUSTOMER][NEUTRAL] OK, could you just give it to me?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] Could you give it to me again?
[CUSTOMER][NEUTRAL] And do I put attention to anybody?
[AGENT][NEUTRAL] Claims department.
[AGENT][NEUTRAL] And just says the claims department, claims department department.
[CUSTOMER][NEUTRAL] What is it?
[CUSTOMER][NEUTRAL] Claim support.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the pol, OK, so as far as the policy number, that 13611 is the group number.
[AGENT][NEUTRAL] His policy number is 02310691.
[CUSTOMER][NEUTRAL] Oh, and then the other one is.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, I have the group number on it, but it's, it's on the policy it's listed as policy number. It doesn't say anything about group number.
[CUSTOMER][NEUTRAL] So OK, I'll just, I'll just wipe that out of there because I've got it on the, on the paperwork and then um if I had a ques.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I had a question on the uh authorization thing on it said fill out A, C, and E and on C we're just supposed to put APL for the people that are allowed to get the disclosure.
[CUSTOMER][NEUTRAL] The authorization to disclose protected health information and we got all that fill filled out and then then it said about the individual organization we just put APL.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh yes. Mhm.
[CUSTOMER][NEUTRAL] That's all.
[CUSTOMER][POSITIVE] OK, we got everything else then we'll be faxing it to you.
[AGENT][NEUTRAL] OK. And just make sure that he has assigned, so you have the employer's section, his physicians section, and his section. OK, yes, ma'am. And again,
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah, there's 2 sections for the doctor, yeah, yeah.
[AGENT][NEUTRAL] OK, so yes ma'am, that is the fax number that you would send it to and put attention claims department.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Well, you are very welcome and thank you both again for calling APL. Is there anything else I can help you with?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK, well, you're welcome and thank you again for calling APL. Have a nice evening.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] OK, the only