AccountId: 011433970860
ContactId: 8da5885e-45d1-466f-ab20-55131beb10b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443029 ms
Total Talk Time (AGENT): 169122 ms
Total Talk Time (CUSTOMER): 80688 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/8da5885e-45d1-466f-ab20-55131beb10b7_20250331T14:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing [PII]? I'm calling to check the status of my uh my claim.
[AGENT][NEUTRAL] OK, I can help you with your claim, sir. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And my policy number is, give me one second, um.
[AGENT][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] 257
[AGENT][NEUTRAL] 257
[CUSTOMER][NEUTRAL] Yes, can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] 257
[CUSTOMER][NEUTRAL] 481 9.
[AGENT][NEUTRAL] 481 9. OK, thank you, sir. Let me look up that policy real quick.
[AGENT][NEUTRAL] OK, [PII], can you please verify your, your policy for me? Can you give me your date of birth?
[CUSTOMER][NEUTRAL] [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] [PII] email address [PII].
[AGENT][NEUTRAL] And then one last verification, can you give me your phone number?
[CUSTOMER][NEUTRAL] And one last
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And if our phone call gets disconnected, is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, sir. So I do show that we do have um a claim that was submitted on [PII]. It is in progress. So it takes 7 to 15 business days for the claim to process.
[AGENT][POSITIVE] And right now it's in the it's in progress they're working on it at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what about the claim I submitted? This is all the same claim I submitted that on the uh.
[CUSTOMER][NEUTRAL] Prior to that date, I think it was the [PII].
[AGENT][NEUTRAL] The claim that you submitted on [PII]?
[CUSTOMER][NEUTRAL] Yes, hello?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let me see what that says real quick.
[AGENT][NEUTRAL] [PII] on there that.
[AGENT][NEUTRAL] The claim form submitted was incomplete. In order for additional consideration to be given to your claim, please have your physician complete the physician's portion of the claim form in its entirety.
[AGENT][NEUTRAL] To confirm disability, your claim will be an inactive status until we receive the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So there's a part
[AGENT][NEUTRAL] A portion of the claim form that the doctor has to fill out, and that needs to be filled out completely.
[CUSTOMER][NEUTRAL] Yeah, he doesn't, um, they don't fill out, yeah, that was the issue I have, um, they don't fill out forms from third parties, um, that's why they just gave me the paperwork.
[CUSTOMER][NEUTRAL] So that was my issue because they don't do forms. I guess why I really, I don't know what what the issue is.
[AGENT][NEUTRAL] OK, so they'll have to fill out that part because in order to confirm that you're disabled um for short-term disability, that doctor has to be the person to say that you're on short-term disability. So that's very important that they fill out that portion for you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, I was speaking with someone else and they said the the other papers that I submitted were sufficient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, what I can do.
[CUSTOMER][NEUTRAL] But uh I guess they were following back up. I don't know what what the deal is.
[AGENT][NEUTRAL] OK, what I can do for you is um get your name and number or get your number a good call back number and I can send a request for the claims examiner to give you a call back and give you a status on this as far as the physicians portion being filled out. Would you like for me to do that for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, sure, I appreciate it.
[AGENT][NEUTRAL] OK. All right, it'll be a brief hold. I'm gonna get that request ready and I'll be right back.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 3
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I did send that request so that you should be receiving a call back within 24 hours to answer your questions that you may have further about the claim.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Uh, no, you have a good day.
[AGENT][POSITIVE] You too, [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks bye.
[AGENT][NEUTRAL] Bye bye.