AccountId: 011433970860
ContactId: adf584f7-7b78-4a43-9573-ed79a2e3bd28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 747500 ms
Total Talk Time (AGENT): 169900 ms
Total Talk Time (CUSTOMER): 146861 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/adf584f7-7b78-4a43-9573-ed79a2e3bd28_20250620T21:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How you doing [PII]? My name is [PII]. I'm calling to check the status of my claim and also make you folks aware that I've started work again as of the [PII].
[AGENT][NEUTRAL] [PII]. Alright, um, what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Did
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] That I don't have right now with me. I give you my social.
[AGENT][NEUTRAL] Alright, and what is your social?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and let's see here.
[AGENT][NEUTRAL] Is it your most recent claim?
[AGENT][NEUTRAL] Looks like it was sent in on.
[CUSTOMER][NEUTRAL] Uh, I'll do a continuation.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEGATIVE] The last thing I see on here it looks like it's missing the employees portion.
[AGENT][NEUTRAL] Um, which is just stating that, uh, it's that policyholder statement at the bottom.
[CUSTOMER][NEUTRAL] The policyholder statement?
[AGENT][NEUTRAL] So you are considered an insured, so that's why you fill out that first page and then the 2nd or the second section is for your physician. The third section is for policyholder, which is your employer.
[CUSTOMER][NEUTRAL] The third section
[CUSTOMER][NEUTRAL] Yeah, uh, UTBA did that already, uh.
[CUSTOMER][NEUTRAL] They sent that in already.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look here.
[CUSTOMER][NEUTRAL] And on that um on that first payout, yes I have my denial letter too from workers' comp.
[AGENT][NEUTRAL] Alright, let me see here.
[AGENT][NEUTRAL] Because you might need to give them a call and they are closed for the day.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Give me one moment, let me look into this.
[AGENT][NEUTRAL] Oh OK it looks like they didn't fill it out all the way. Let me see here.
[AGENT][NEUTRAL] Alright, give me just one moment. I'm looking into this.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] I'm not seeing that they turned anything in.
[CUSTOMER][NEUTRAL] UTA
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] The the first claim with the first payout, that's why I was paid out. They was waiting for something from UCBA and UCBA sent that in.
[AGENT][NEUTRAL] And give me just a moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] at the care team. Um, I have a [PII] on the line for his disability claim policy 2574.
[AGENT][NEUTRAL] 819
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] One, he wanted to let us know that he did return back to work on [PII], but then, uh, he said that there was also a denial, and I see the denial that was given on the [PII] saying that we are missing a piece from his employer for the UTBA.
[AGENT][NEUTRAL] And uh he's saying that he verified with them that they sent it in and I didn't know if you were able to look into that and see. I wouldn't know where to start. um I looked at the first couple and I didn't see anything from them.
[CUSTOMER][NEUTRAL] Let me see if.
[CUSTOMER][NEUTRAL] I can assist him just one second.
[CUSTOMER][NEUTRAL] Because he said it was sent and when?
[AGENT][NEUTRAL] He just said that um
[AGENT][NEUTRAL] They got it sent in whenever they said that they needed the employer information, and it shows that he did get paid for one of those.
[AGENT][NEUTRAL] Those dates of service.
[AGENT][NEUTRAL] But then he keeps getting denial letters that they still need something from UTBA.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Which and and maybe I'm wrong, but I thought once UTBA gave them their part, all he had to do is fill out his section each time.
[AGENT][NEUTRAL] Um, but if he returned the
[CUSTOMER][NEGATIVE] Yeah, but it looks like we're missing some information according to the notes by the adjuster. She's saying that page 2 or something is missing, uh.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And he's been verified. [PII] and what's his call back number please?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, he has.
[AGENT][NEUTRAL] I'm sorry, his callback? [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And I know UTBA is closed right now because I already tried to get them for.
[AGENT][NEGATIVE] Another issue that I had.
[AGENT][NEUTRAL] But
[AGENT][NEGATIVE] I also couldn't see what, what was missing.
[CUSTOMER][NEUTRAL] OK, you can
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You can go ahead and transfer him over. I'll see if I can assist him. I'm not really sure the according to the notes it looks like the adjuster is missing something from the workers' comp information.
[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] OK, um, I will introduce you and I will send him your way.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Hi [PII], I have [PII] from claim support. She's gonna be able to help you with that part, OK?
[CUSTOMER][POSITIVE] OK, I appreciate it thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi Mr. [PII], my name is [PII]. I'm on the claim support team.
[CUSTOMER][POSITIVE] So I understand that I'm doing well thank you how are you?
[CUSTOMER][NEUTRAL] Um, back to work. I just, I was calling about that in my claim, uh.
[CUSTOMER][NEUTRAL] Just checking on that.
[CUSTOMER][NEUTRAL] And when did you go back to work?
[CUSTOMER][NEUTRAL] Uh, the [PII].
[CUSTOMER][NEUTRAL] OK. I was placed back on full duty.
[CUSTOMER][NEUTRAL] OK, so according to what I'm looking at here it looks like we were missing some information um.
[CUSTOMER][NEUTRAL] So just bear with me while I look over these documents because according to what the adjuster wrote um.
[CUSTOMER][NEUTRAL] We're missing a page, so just bear with me while I look for that information.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.