AccountId: 011433970860
ContactId: 9f9d94dc-fb06-4cdb-ba15-e004bc8d2240
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180910 ms
Total Talk Time (AGENT): 112731 ms
Total Talk Time (CUSTOMER): 50483 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/9f9d94dc-fb06-4cdb-ba15-e004bc8d2240_20250606T21:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[AGENT][POSITIVE] I'm good. How are you, [PII]?
[CUSTOMER][NEUTRAL] I'm good. I have a um insured on the other line who feels like he
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] should be um receiving more of his disability. Like we didn't pay him the full year. Um, the policy number is 2248844.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mm, OK, so the last one we received we paid through his return to work date.
[AGENT][NEUTRAL] Of [PII]
[AGENT][NEUTRAL] So if he wasn't.
[CUSTOMER][NEUTRAL] Oh, so he needs to send uh
[AGENT][NEUTRAL] Did he give yeah if he has additional dates if he's not returning to work.
[AGENT][NEUTRAL] As of [PII] then like if he didn't return then he needs his physician and his employer to fill out forms confirming he did not return and what his updated return to work date is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Otherwise he's gonna need to give us specific months or dates that he feels like he was not paid for so that we can research that.
[CUSTOMER][NEUTRAL] OK, well I will let him know and have him send it again.
[AGENT][NEUTRAL] OK, if you can if you have any issues, I'm, I'm here till [PII], so you can call back.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] OK, no, I'm OK. I just, yeah, it was a lot of them. And then I went to the first one and saw June and I was like, um, yeah, so I'm gonna tell him.
[AGENT][NEUTRAL] Yeah, so the most recent one just it shows that we process his waivers, so we didn't charge him for premium and we paid him $1900 because my assumption, which I haven't looked at any of the paperwork, but the shade's pretty good with these, um, it shows under provider RTW which is returned to work of [PII], so we paid through 2-19 because he was supposed to be returning to work on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So if that's not the case, we're just gonna need updated information from.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like basically a new packet to say this has been extended both by his employer and his physician with an updated return to work.
[CUSTOMER][NEUTRAL] OK. Employer and physician. OK.
[AGENT][NEUTRAL] And we will backdate benefits, yeah, so if, if he didn't go back, we'll, we'll backdate benefits and start paying him from the [PII] moving forward or up to whatever that new return to work date is if he hasn't exhausted benefits.
[CUSTOMER][POSITIVE] OK. Well, thank you, [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Alright have a good weekend.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] All right, bye.