AccountId: 011433970860
ContactId: b641f696-843a-4d7c-92d6-5a28e2f00ffe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 578460 ms
Total Talk Time (AGENT): 198585 ms
Total Talk Time (CUSTOMER): 148796 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/b641f696-843a-4d7c-92d6-5a28e2f00ffe_20250314T20:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my policy number is 02569668.
[CUSTOMER][NEUTRAL] I'm calling if you can tell me um I'm calling to see if you can tell me what the status of my claim is.
[AGENT][NEUTRAL] All right. I'm happy to check on a claim. Can I verify your name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then if I can get the address on file, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And this is on your disability policy, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let me pull up what was submitted it's showing that the claim form was incomplete.
[AGENT][NEUTRAL] And so the claimant looks like was.
[CUSTOMER][NEUTRAL] Yes, and I
[AGENT][NEUTRAL] Tonight.
[CUSTOMER][NEUTRAL] Yeah, so I mailed in everything, so I'm trying to follow up to make sure you got everything.
[AGENT][NEUTRAL] OK, you've resent it. OK.
[CUSTOMER][NEUTRAL] Yes, because I tried to upload and it was only letting me send one document a couple days ago.
[AGENT][NEUTRAL] When was it mailed out?
[AGENT][NEUTRAL] Yeah, I don't see anything uploaded yet on our side as far as received. If you just mailed it a few days ago that I would give it a couple more days um to be received and show pending on our side.
[CUSTOMER][NEUTRAL] OK, and I'm also looking at the.
[CUSTOMER][NEUTRAL] Limitation is it an exclusion so I don't wanna let me get back.
[AGENT][NEUTRAL] Uh, let me get to your policy. OK.
[CUSTOMER][NEUTRAL] Schedule of benefits that's plan one.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] After everything is submitted, is that what my approval will be based upon the plan one schedule of benefits?
[AGENT][NEUTRAL] Correct, yeah, so the monthly disability benefit of 650 not to exceed your 60% of your compensation, that's correct, yeah.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEGATIVE] And then there's just the elimination period of 7 days. So the 1st 7 days that you were out for the injury or sickness, you just wouldn't be paid for those 7 days.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Verse 7. OK. Um, is there some type of, um, I say technical difficulties with the system as far as not being able to upload documents? Because when I last went on the um website, it allowed me to upload one document and it wouldn't take the zip file that I created that had all of them. I was wondering if it was because of some type of encrypted um file type.
[AGENT][NEUTRAL] So I haven't heard of any sort of reports of people having issues with uploading documents. I know that when you do the claim and upload them there is um like a disclaimer there as far as the limit as far as the file size and the types of files.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I usually recommend if people have a lot of documentation to upload sometimes it's better to do it in 2 even though it's gonna be 2 submissions. The examiner will know to go and look at the next one for the additional information because if the file is too large, I know it will error.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, I did, I did receive an error code last time I tried.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me, let me try again while I got you on the line to see if you can receive anything on your end while I have it pulled up.
[AGENT][NEUTRAL] OK, yeah, cause the only other way to send it, I guess, the quickest other way to send it would be via fax.
[CUSTOMER][NEUTRAL] Got you. OK, give me just a moment.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] See [PII].
[CUSTOMER][NEGATIVE] Don't a great one.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Well that's the one or not.
[CUSTOMER][NEUTRAL] That may just be the thing I need to fill out, but I'm just trying to see if it'll go through because I'm trying to depict if my file size is what the problem is.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Cause yeah, I helped um an insured earlier get logged in and she was able to submit them. She had to do it in two because it was a lot of paperwork.
[CUSTOMER][NEUTRAL] OK, did you just receive anything just now? Can you look and see if anything?
[AGENT][NEUTRAL] OK. Did you get a confirmation on your side?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, it just moved forward without error code so I assumed it.
[CUSTOMER][NEUTRAL] Went through
[AGENT][NEUTRAL] Yeah, so I see it on our side, yeah.
[CUSTOMER][NEUTRAL] OK, what do you see?
[AGENT][NEUTRAL] Let me pull it up here. Give me a second.
[CUSTOMER][NEUTRAL] Is that just the form itself or is there any anything that I filled out?
[AGENT][NEUTRAL] Let me see here, give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can't quite see the document yet. It looked, I see it reported in the confirmation, but
[CUSTOMER][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] I mean, that's just technology and it may be taking a few moments, you know what I mean?
[CUSTOMER][NEUTRAL] Got you. OK, so.
[CUSTOMER][NEUTRAL] I'm trying to pull up the zip file now because if that went through then that means I might be able to upload the other one that has all the stuff in it because I put everything together.
[CUSTOMER][NEGATIVE] This is stressful.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] Still showing that one and I bet you that's the only one that's on there.
[CUSTOMER][NEUTRAL] It's just submit. I hope it's the whole thing.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, it says claim uploaded successfully confirmation OSC 94993.
[AGENT][POSITIVE] OK, so that's good.
[CUSTOMER][NEUTRAL] Print this page for your records.
[AGENT][POSITIVE] Yeah, you got a confirmation, so that's good.
[CUSTOMER][NEGATIVE] Hopefully it's not the same one that you already have.
[CUSTOMER][NEUTRAL] Hopefully,
[CUSTOMER][POSITIVE] Then we don't have to wait for snail mail.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Well it's good it went through on your side. What I would do, [PII], since you got those submitted.
[AGENT][NEUTRAL] Um, today is Friday, so I would call back on Monday and just you can double check on those and then um we can see exactly what was in the, the upload.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so yeah, I would just, if you got that, it looks like the confirmation, everything, that's good. So if you want to call back and check on it, I would just do that on Monday because by that point we should be able to see um what was uploaded on your side.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] Mhm you too.
[AGENT][NEUTRAL] Bye-bye.