AccountId: 011433970860
ContactId: aea1bd5c-768e-4035-b42f-dce64389e519
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 640270 ms
Total Talk Time (AGENT): 216173 ms
Total Talk Time (CUSTOMER): 205381 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/aea1bd5c-768e-4035-b42f-dce64389e519_20250314T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII] at [PII]'s office, and I am calling just to check the status of a couple of disability claims that we had sent in just to see if they have a claim number yet or.
[AGENT][NEUTRAL] OK, all right. I can help you with claim status, Ms. [PII]. Um, what is the
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Patience, uh, first let me get your call back number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, it is um [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And I'm trying to see where the policy number would be.
[CUSTOMER][NEUTRAL] Did, did he have to put the policy number on his claim? I don't see it.
[CUSTOMER][NEUTRAL] Anywhere.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] He should have it on his claim so that we'd be able to file it under the correct.
[AGENT][NEUTRAL] Policy.
[CUSTOMER][NEUTRAL] Mm, I don't see it.
[AGENT][NEUTRAL] If not I can look it up with the social security number.
[CUSTOMER][NEUTRAL] Yeah I have that of course it is um [PII] and I guess I need to get the policy number to put on here.
[AGENT][NEUTRAL] OK, all right, let me look real quick.
[AGENT][NEUTRAL] And you said it was for short term disability, is that correct?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, alright, let me look real quick, see if we've received anything.
[AGENT][NEUTRAL] Yes, we do have something uh the report came through yes I'll start the [PII].
[AGENT][NEUTRAL] [PII] and it's in progress so it'll take uh 7 to 10 business days to process.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, can you give me the policy number? It's the same policy number for the whole group, right?
[CUSTOMER][NEUTRAL] Or does each person have a different.
[AGENT][NEUTRAL] Uh, no, ma'am, each end of.
[AGENT][NEUTRAL] Each has a different policy number.
[CUSTOMER][NEUTRAL] OK, what is what is
[AGENT][NEUTRAL] The policy number for this insured.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's 1,846,140.
[CUSTOMER][NEUTRAL] 140
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and does he have a claim number yet?
[AGENT][NEUTRAL] No, not yet, it's in progress.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, but as far as you know, I mean, you've got what you need that it's not flag any nothing's flagged saying that you don't have something, right?
[AGENT][NEUTRAL] Right at this point, no, um, at this point they're still examining the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Exactly, OK, then I have one more.
[AGENT][NEUTRAL] OK, and then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get my note in this one real quick and we'll move on to that one.
[CUSTOMER][POSITIVE] Yes, OK, thank you.
[AGENT][POSITIVE] You're so welcome.
[CUSTOMER][NEUTRAL] And I actually have a
[AGENT][NEUTRAL] OK, what's the next patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, and I actually have a claim number on this one.
[CUSTOMER][NEUTRAL] It's
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Do you want it or?
[CUSTOMER][NEUTRAL] Um, this guy's name is.
[CUSTOMER][NEUTRAL] Let me get to that [PII] and it's just [PII] It does not have a um D on the end and [PII] [PII]
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[CUSTOMER][NEUTRAL] And his claim number?
[CUSTOMER][NEUTRAL] It's 356-756-6.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] It's gonna be just a second because I found the I found the policy that I can look it up under.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's pulling it in now for me.
[AGENT][NEUTRAL] OK, so on this claim 356-7566, there's a remark that no disability has been verified by the physician.
[CUSTOMER][NEUTRAL] I wonder what that means. I mean, he's been in the hospital waiting on a transplant for months.
[AGENT][NEUTRAL] And I do see um since that.
[CUSTOMER][NEUTRAL] Uh, did you get the information I just sent it?
[AGENT][NEUTRAL] Since that's been sent in, I do see that.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Since that claim number was from, was reported on [PII], I do show that there was a payment on [PII].
[AGENT][NEUTRAL] After that claim number.
[AGENT][NEUTRAL] And it was paid to, let's see.
[AGENT][NEUTRAL] Let me pull up this EOB real quick.
[AGENT][NEUTRAL] There was a payment made.
[AGENT][NEUTRAL] I'm trying to find the check number real quick so I can give that to you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Actually, there is not a check number. It was sent by um direct deposit.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, do you know how much that was for?
[AGENT][NEUTRAL] For $1,562.56.
[CUSTOMER][NEUTRAL] OK, um, and I had called last week and they were missing like the page they said the claim had been denied because they were missing page two of the physician statement so I sent all that on [PII]. Do you show that y'all got that? Like is the claim still, do you show that that y'all got that and it's like back active or?
[AGENT][NEUTRAL] Yes, I'm showing that we did receive on [PII].
[AGENT][NEUTRAL] Uh, there was information submitted.
[AGENT][NEUTRAL] And then on [PII] was when the payment went out direct deposit.
[CUSTOMER][NEUTRAL] OK, so do you need anything else right now?
[AGENT][NEGATIVE] As of right now, it's not asking for anything.
[CUSTOMER][NEUTRAL] But it's not in denial status or anything like that, right? But you did say that it sounded like y'all still needed some information from the doctor or no?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] That was on the first one.
[CUSTOMER][NEUTRAL] OK, OK, that's not on this one, right?
[AGENT][NEUTRAL] That that was on the first claim number that you gave me and that was on the first claim number that you gave me.
[CUSTOMER][NEUTRAL] Oh, does it have a
[AGENT][NEUTRAL] That was dated from.
[CUSTOMER][NEUTRAL] OK, does it have a separate number?
[AGENT][NEUTRAL] Yes, ma'am. Let me give you the new claim number.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. It's 357.
[AGENT][NEUTRAL] 4240.
[CUSTOMER][NEUTRAL] 357-424-0 OK and does an adjuster have like an email address or anything like that or no? you just call the number?
[AGENT][NEUTRAL] No, you just call the number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Alrighty, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're so welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK. Well, you have a wonderful weekend and we appreciate you calling APL Miss [PII].
[CUSTOMER][POSITIVE] Alright thanks.
[CUSTOMER][POSITIVE] All right, [PII], thank you, bye bye.
[AGENT][POSITIVE] You're welcome bye bye, ma'am.