AccountId: 011433970860
ContactId: b3ff83b2-c547-45d3-b68e-96162487bbf3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313059 ms
Total Talk Time (AGENT): 138033 ms
Total Talk Time (CUSTOMER): 120220 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/b3ff83b2-c547-45d3-b68e-96162487bbf3_20250224T17:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with the care team. How you doing?
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][NEUTRAL] Hey, I'm great thanks for asking. I got a quick question, um, and you might not know. I mean, I don't know if I'm in the right spot, but I'm hoping, um, I emailed something to Imaging to get uploaded for a claim last week on the [PII].
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] um, and it's still not showing in the system. Do you know what the average turnaround time is because the broker's asking me for an update, but like her claim hasn't even been put into OnBase or like the information she updated us with, so obviously no one can review it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With
[AGENT][NEUTRAL] Yeah, with EBS, I will have to check with one of the supervisors to see as far as that since it's sent to a different area to handle that stuff. It's not in office.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you said you said it on the [PII]?
[CUSTOMER][NEUTRAL] On the [PII], yeah, and I just work flow to see yeah, policy number is 02571979.
[AGENT][NEUTRAL] Oh, really? What's the policy number?
[AGENT][NEUTRAL] And how did you receive it? Did you receive it by mail or by fax?
[CUSTOMER][NEUTRAL] By email.
[AGENT][NEUTRAL] By email
[CUSTOMER][NEUTRAL] Yeah, and our policy is to send it to EBS Imaging.
[AGENT][NEUTRAL] Yeah, hm, let me, let me see, let me see if I see if Central is available. I asked her real quick.
[AGENT][NEUTRAL] Hey, I'm, I'm gonna check with her real quick so I'm gonna put you, put you on the call. I mean, put you on hold, so I'll, but I'll be, I'll be here still. I'm just need to call her real quick on Teams and see.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Good morning. How are you?
[CUSTOMER][NEUTRAL] This is [PII]. Are you intending to speak to me?
[AGENT][NEUTRAL] I just have a quick question for you. Oh no, [PII], I'm talking to [PII], so hold on.
[CUSTOMER][POSITIVE] Love
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I, I just have a quick question. I'm trying to help [PII] on the claim. She has submitted a document over to EBS to have a document uploaded for a disability claim back on the [PII] and it's still not out there.
[AGENT][NEUTRAL] Do you know what like their usual turnaround is if we submit the documents to be.
[AGENT][NEUTRAL] [PII], what was it? Was it a claim form?
[CUSTOMER][NEUTRAL] It was a list of doctors because we requested um like medical history.
[AGENT][NEUTRAL] OK, so [PII], did the form have their, their name, date of birth, like detailed information for them to be able to identify it in the system?
[CUSTOMER][NEUTRAL] So I'm not sure about that, but um when I forwarded the email I made sure I included the policy number that it corresponded with. Let me check the form that was sent real quick.
[AGENT][NEUTRAL] OK. She said, she said that she um included the policy number when she forwarded it over to them.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK, I'll have her do that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'll let her know.
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so [PII] said that they might, when documents are sent over to them that it has to be on the actual document itself when they image it because they.
[CUSTOMER][NEUTRAL] It is, it has his name, his policy number, and his effective date.
[AGENT][NEUTRAL] Oh, OK, on the actual document, not just in the body of the email?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yep, yep, I, I found the form and it is completed.
[AGENT][NEUTRAL] OK. So would you go ahead and forward that document over to [PII] and she says she'll go ahead and have it taken care of. She'll have it uploaded.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will forward it to her and then um as far as responding to the lady I'll let her know that our claims team's reviewing it currently and um and that we'll be in touch with her well no I mean I don't think we will she's a broker we'll be in touch with the insured at least.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Yes, that is, that's, yes.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Awesome, I will go ahead and send this her way. Thank you so much for your assistance today. It means a lot to me and in general, what is the turnaround time so I just know.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Usually, the turnaround is, is within 24 hours. It shouldn't, it usually shouldn't take long for a document to get.
[AGENT][NEUTRAL] Uploaded into the system.
[CUSTOMER][POSITIVE] OK, perfect. Hey, well, thank you so much and I really appreciate your help today.
[AGENT][POSITIVE] Mm. You're welcome.
[CUSTOMER][POSITIVE] Take care bye bye.
[AGENT][NEUTRAL] You too bye.