AccountId: 011433970860
ContactId: a44907f4-d774-4969-9ab0-334b5c13b1b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 824520 ms
Total Talk Time (AGENT): 312559 ms
Total Talk Time (CUSTOMER): 288177 ms
Interruptions: 4
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/a44907f4-d774-4969-9ab0-334b5c13b1b4_20250310T20:35_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I work with [PII] in [PII].
[CUSTOMER][NEUTRAL] And we have one of our uh employees at one of the groups that is calling to see about his uh short term disability claim. Can you help me with that information?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, so what information are you needing exactly? You need to know the claim status or?
[CUSTOMER][NEUTRAL] Correct, yeah, yeah, yeah, but, uh, we forwarded the paperwork up to [PII] last week and she forwarded it over to the claims department and he's asking for status and my question is do you have everything? Is it being processed? Has the payment been made or or where exactly are you guys?
[AGENT][NEUTRAL] It's closer. OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I can check and see where we are.
[CUSTOMER][POSITIVE] And I can give you his social if you need that.
[CUSTOMER][NEUTRAL] Do you need a social for him?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, yes, but bear with me just a second, Ms. [PII]. Let me have some information from you first and then we can move forward to him, OK? Um, so let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, do you have a group number for me?
[CUSTOMER][NEUTRAL] Uh yes, it is.
[CUSTOMER][NEUTRAL] 252-07.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] All right, and I just need to verify your email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] All right, and, and what is that social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the name of the insured?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have his, um, well, you gave me the social so I think I don't need of birth. OK. uh, let's see how we are, where are we at, but then OK.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK, so it's been reviewed and then.
[AGENT][NEUTRAL] And when did you send the last information into us?
[CUSTOMER][NEUTRAL] Um, let me look. I'll have to look and see when I sent that to [PII]. It would have come over to you from [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, let me one quick second, let me follow up in my email here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, yes.
[CUSTOMER][NEUTRAL] Uh, actually [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I guess that was more than last week wasn't it?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, but I think we did, uh, they did review that claim, so let me check and see what happened. It's not, um,
[AGENT][NEUTRAL] That's not been paid, so let's see what's going on. Um.
[AGENT][NEUTRAL] Oh right.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] 5
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] Entirely.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So it's saying that um.
[AGENT][NEUTRAL] Employers need to complete the portion entirely. Let me see what's missing. Let me see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK. I'm not.
[AGENT][NEUTRAL] I see what's highlighted, but I don't see. Mm OK. Let me try to get the examiner on the line because I'm not really sure what I'm looking at. I'm looking at the highlighted information that she's saying that it needed to be completed or completely filled out, but I don't see exactly what, what is it missing.
[AGENT][NEUTRAL] Yeah, I'm not
[AGENT][NEUTRAL] Usually we can tell like right away now with this one, so let me go ahead and try to get her on the line, OK? One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling ACL. This is [PII] speaking. How can I help you?
[AGENT][NEUTRAL] Hi [PII]. How are you? This is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], how's it going?
[AGENT][NEUTRAL] Uh, it's going. It's Monday.
[CUSTOMER][NEUTRAL] I hear that.
[AGENT][NEUTRAL] Yeah, uh, well, I have, uh, I have a special call. I got Ms. [PII]. She's in the broker. She works, uh, directly with the agent, which is Mr. [PII].
[AGENT][NEUTRAL] And um she is um broker. Well, she said she sent this claim to [PII] sent it to us, so it seems like a big deal. Um, anyways, um, the claim, it seems to be um waiting for some information, um, which I checked and it looks like it it's not completed or completely filled out, but I cannot tell which part because I checked the highlighted information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I don't see exactly what we're needing. So I don't know if you can see and maybe figure it out and see what is missing. It's a disability.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, it's 2145679.
[CUSTOMER][NEUTRAL] Is she on the phone with you?
[AGENT][NEUTRAL] Yeah, yeah, she is. Mhm. Yeah.
[CUSTOMER][NEUTRAL] OK, Mr. [PII].
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, let's take a look here. I'm gonna pull up the documents and just see if I can.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Help figure out what's going on.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, because usually I'm able to see like, oh, it's missing a signature, oh it's missing this, but not this time.
[AGENT][NEUTRAL] I don't know what I'm missing.
[CUSTOMER][NEUTRAL] Says it's missing the employer information so let me just take a look here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we got the claimant statement of insured.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We got the disability portion.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And we got number 8, at page 8, which is the first. I'm, I'm, I'm confused.
[CUSTOMER][NEUTRAL] OK, so that's the doctor.
[AGENT][NEUTRAL] Policy holders' payments.
[CUSTOMER][NEUTRAL] Uh, page 8, I was looking at the physician. So it does say we do have page 8 here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, uh yeah, so I'm really confused exactly what, what I need to tell Ms. [PII] what exactly we need.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Probably I'm thinking I'm not sure but it looks like instead of the employer completing that form he completed the form, the insured.
[CUSTOMER][NEUTRAL] The employer portion that's missing the claim form is incomplete in order to have consideration, uh, have your employer complete the employer portion of the claim form in its entirety.
[CUSTOMER][NEUTRAL] So it looks like he completed that claim form. Do, do we know if he.
[AGENT][NEUTRAL] It was sent by Ms. [PII], so I'm not really sure how it went. And do you want me to put her in and maybe you can figure this out together?
[CUSTOMER][NEUTRAL] Yeah, I mean, I'll be happy to to try to talk to her because like I said that's what it looks like to me. We got the form however it was completed by the insured and not the person at uh Keith's AC yep, the organization itself. I, I believe that it has to be completed by someone in that organization.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I see that. Mhm, yeah, yeah.
[AGENT][NEUTRAL] Got you. OK. OK dokey. Well, let me give you her callback number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and everything's been verified thus far, correct?
[AGENT][NEUTRAL] I did verify everything from the member. She provided me the social, that's how I pulled it up, so I did verify the information, OK?
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] All right, here she comes.
[CUSTOMER][NEUTRAL] And it's Ms. [PII] correct? and she's the broker.
[AGENT][NEUTRAL] Miss [PII], yes, mhm, she's with the Berkerson, OK, here she comes. Very good. You're welcome. You too. Oh, give me, give me just a second. You're welcome. OK. You know what, my brain just went dead. What's your name? [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you so have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, you're fine.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I see, OK, and I know I'm like I know she told me, OK.
[CUSTOMER][NEGATIVE] [PII].
[AGENT][NEUTRAL] It's Monday. Oh, it needs to be 5, it needs to be fine.
[CUSTOMER][NEUTRAL] It's OK. It's Monday. It's Monday, and it's the day after we change time so everybody's just out of sync.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Oh yeah, and there's like a lot of calls today, so I don't know why.
[CUSTOMER][NEUTRAL] Yeah, well, that's why.
[AGENT][POSITIVE] They decided, yeah, today, yeah, here she comes. Have a good afternoon. Thank you.
[CUSTOMER][NEUTRAL] It's [PII] Monday.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thank you for holding and being patient for me Miss [PII]. I got Ms [PII] on the line. She's in the claims department, the claims support department, and she's gonna assist you from here, OK?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Hello. Hi, Ms. [PII], my name is [PII], and I'm in the um the claim support team. So, um, it looks like we were, um, pending this claim for some additional information, so we did receive all parts of the claim form, but it appears that we are asking for the employer portion of the claim form.
[CUSTOMER][NEUTRAL] To be completed by the employer, so it was that page 8 of the documents um and it's it, it states the policyholder statement, but it's also um that employer portion of the claim form because at the bottom of the claim form it asked for the organization and then the person completing the organization and it looks like Mr. [PII] actually completed the form and then he signed it.
[CUSTOMER][NEUTRAL] So it should be completed by the employer and that's what the um that's what the remark code is indicating that the employer portion of the form needs to be completed it's an entirety by someone from the employer organization. So basically it needs the employer's signature it's completed is there anything else missing? It just needs a sign.
[CUSTOMER][NEUTRAL] Right, it doesn't appear so because I do see.