AccountId: 011433970860
ContactId: a98cc6e3-742e-44dc-aa3d-c021bc8292a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328670 ms
Total Talk Time (AGENT): 132608 ms
Total Talk Time (CUSTOMER): 115113 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/a98cc6e3-742e-44dc-aa3d-c021bc8292a2_20250611T15:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, [PII]. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm good. My name is [PII]. Um, I filed a claim, um, for short term disability and I'm just calling to check on the status of that claim. Uh, haven't heard anything.
[AGENT][NEUTRAL] OK, I can help you with claim status, [PII]. Um, can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And what is your policy number?
[CUSTOMER][NEUTRAL] Oh, I don't know that off the top of my head.
[AGENT][NEUTRAL] OK, um, give me just one moment. Is it all right if I look it up by your social?
[CUSTOMER][NEUTRAL] Um, while upstairs.
[CUSTOMER][NEUTRAL] That's fine, yes, ma'am.
[AGENT][NEUTRAL] OK, and what is that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], yes, ma'am.
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] And can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you so much for verifying that with me. Alright, let's take a look.
[CUSTOMER][NEUTRAL] What you gonna eat for breakfast? It's almost lunchtime.
[AGENT][NEUTRAL] All right, it looks like we need, we are still waiting for the physician statement.
[CUSTOMER][NEUTRAL] Um, they actually sent that over and I actually have a copy of it, so they sent it over on the [PII], I believe is when she said she emailed it, uh, but I do have a copy of it. I had her to email it to me yesterday as well.
[CUSTOMER][NEUTRAL] I think she they emailed it in before I actually opened the claim.
[AGENT][NEUTRAL] And he said
[AGENT][NEUTRAL] They emailed it to you?
[CUSTOMER][NEUTRAL] Yes ma'am, I have a copy of it. Yeah, they, they sent it, they faxed it or whatever they did it to y'all. I went to the doctor on the [PII] and she, I gave it to the doctor that day and she did the completed the form and sent it to you guys. But then when I talked to my UTVA representative on Monday, she told me that I needed to get a copy of it just in case you guys didn't have it, and so I did.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm. OK, and uh how did you send it to us?
[CUSTOMER][NEUTRAL] I haven't sent it to you. The doctor's office sent it sent it to you guys directly. I don't know if they faxed it or emailed it.
[AGENT][NEUTRAL] OK, yeah, um, and.
[CUSTOMER][NEUTRAL] I haven't sent it to you. I have a copy of it. I sent it to my UTBA representative. Do I need to send it to you guys also?
[AGENT][NEUTRAL] Uh, yes, I would send it in, um.
[AGENT][NEUTRAL] I, I have, I don't see anything showing that they've sent anything in yet. You should be able to go into your online portal account because that's where it looks like you uh submitted the claim and uh go in back into the claim and uh upload that.
[CUSTOMER][NEGATIVE] That's stupid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I'm not seeing it on our, I'm not seeing it on our side yet.
[AGENT][NEUTRAL] If they fax it over today, it'll it'll be a while. We won't be able to see it until um probably for about 24 hours because they upload the mail at night.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I'll I'll upload it to um to the account, OK.
[CUSTOMER][NEUTRAL] And then about how long after it's uploaded, but will it be like another week or a few days or?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, typically for claims, we ask that they, uh, we allow 7 to 10 business days for them to be, uh, for claims to be processed. I will say since yours is only waiting on one more portion, uh, it shouldn't take that long, quite as long. Um, I would check back. Uh, do you get text messages on your claim status?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I just, I do. I got a text message when it was opened last week and that was it. I never heard anything else.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, um, I would send, I would send that in, uh, double check on your OSC and make sure that you are signed up for text messages. They should text you uh whenever the claim is, uh, done being processed, uh, so just go in there and double check and make sure that you're, uh, that everything is correct and that you are signed up for text messages, but um I'm not seeing any um physician form yet.
[CUSTOMER][POSITIVE] OK, alright, I will log in and get that done. I appreciate it.
[AGENT][POSITIVE] Great. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Alright well thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too. Bye-bye.