AccountId: 011433970860
ContactId: af289bda-8d1e-4f57-afd4-bdca2ab8eb1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 470899 ms
Total Talk Time (AGENT): 218991 ms
Total Talk Time (CUSTOMER): 123822 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/af289bda-8d1e-4f57-afd4-bdca2ab8eb1f_20250403T13:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, good morning. My name is [PII].
[CUSTOMER][NEUTRAL] I'm calling to find out something about my disability insurance, a claim.
[AGENT][NEUTRAL] OK, Mr. [PII], you're needing to check the status on a disability claim, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, sir, I can help you with that and Mr. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] My Carmart number will be [PII].
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] My policy number is 02432636.
[AGENT][POSITIVE] OK, thank you, Mr. [PII]. Give me a couple of moments please to get your information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Mr. [PII], I will have to verify several things with you first for security and also any information that is provided will be a verification of benefits and not a guarantee of payment. What is your date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Also the home mailing, your home mailing address, please.
[CUSTOMER][NEUTRAL] My home mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII]. The zip is [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have for you is the same as you gave me, so that is your best contact number. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you. And lastly, your email address.
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][POSITIVE] OK, Mr. [PII], thank you very much for verifying all of your information, OK?
[AGENT][POSITIVE] All right, so how can I help you today?
[CUSTOMER][NEUTRAL] OK, I, I sent in my application for my benefit, uh, I think it was on the [PII].
[CUSTOMER][NEUTRAL] I, I faxed them to you, to you, so I'm checking to see if if they done review.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, so yes, sir, I can.
[CUSTOMER][NEUTRAL] If they are already
[AGENT][NEUTRAL] OK, so yes, sir, there was a claim that was just went through uh processing as of yesterday, and I can see Mr. [PII], that that has been denied.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh, you said the night?
[AGENT][NEUTRAL] Right at this point, let me look at the remark. Mr. [PII], can you hear me?
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] And I'm gonna explain to you why.
[CUSTOMER][NEUTRAL] Yes, I hear you know something.
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] The claim form submitted was incomplete. In order for additional consideration to be given to your claim, please have your physician to complete the physician portion of the claim form in its entirety to confirm disability. Your claim will be in an inactive status until we receive the requested information. There is a note that states that it was not signed or dated by your doctor.
[AGENT][NEUTRAL] So we need a completed and signed and dated physicians claim form.
[CUSTOMER][NEUTRAL] Which uh which of the, which number of the phone is that?
[AGENT][NEUTRAL] That is the physicians.
[CUSTOMER][NEUTRAL] That he needs to
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, sir, the physician section, the part that your doctor statement. Yes, sir. We just need to get a completed because they did not sign or date it.
[CUSTOMER][NEUTRAL] So which is which is uh.
[CUSTOMER][NEUTRAL] The number that is 23 or 4.
[AGENT][NEUTRAL] The docked portion
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] If you'll, if you'll look at your claim form, it has the different sections listed.
[AGENT][NEUTRAL] The claimant's statement, the employers and the physician's statement, we just need it, we need that completed with their signature and their and the date.
[CUSTOMER][NEUTRAL] OK, so how many is it that he has to sign 1 or 2?
[AGENT][NEUTRAL] Let me look at the claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So I'll call you.
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] to me.
[CUSTOMER][NEUTRAL] How to.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, so your physician's statement is going to be pages 6.
[AGENT][NEUTRAL] And 7
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Of the claim form.
[AGENT][NEUTRAL] And it does have to, you know, again, on page 7 of 8, it does have to be signed and dated.
[CUSTOMER][NEUTRAL] OK, 6 and 7.
[AGENT][NEUTRAL] Yes, so those are the pages.
[CUSTOMER][NEUTRAL] OK, on 70 have to sign.
[AGENT][NEUTRAL] Numbers if you'll look at the claim form itself on the lower right.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, he has the the size 6.
[CUSTOMER][NEUTRAL] 76 and 7 is we have to complete and sign 7.
[AGENT][POSITIVE] That is correct. They will complete 7, well, it's pages 6 and 7.
[AGENT][NEUTRAL] And then they also have to sign page 7.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] It gives, there is a space that has for a signature and a date.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I gonna see if I could get onto my stuff now and see if he could and sign that and.
[CUSTOMER][NEUTRAL] And probably he could send it straight into you or?
[AGENT][NEUTRAL] Yes, sir. It can be faxed to the fax number that is on the bottom of page one of the claim form.
[AGENT][NEUTRAL] There's a mailing address and a claims fax number on the, again on the bottom of the first page of the disability claim form where it has your, you know, all of your instructions and that is our claims fax number that's listed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They would just need to put it to attention claims department.
[CUSTOMER][POSITIVE] OK, very good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, you're welcome, Mr. [PII]. Is there anything else this morning that I could help you with?
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] No, man, that'd be all for now.
[AGENT][POSITIVE] OK. Well then, thank you very much for calling APL and I hope that you have a very nice day.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][POSITIVE] Thank you. Uh-huh