AccountId: 011433970860
ContactId: b9fc9098-800c-4efa-bb93-a3ab39ff3fb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 412910 ms
Total Talk Time (AGENT): 190940 ms
Total Talk Time (CUSTOMER): 180277 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/b9fc9098-800c-4efa-bb93-a3ab39ff3fb0_20250319T14:37_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. I'm actually calling as the employer on behalf of one of my employees she's saying that um her disability paperwork that we have sent over is not being received and I wanted to see if there is a direct person or like an email address that I can send it to instead.
[AGENT][NEUTRAL] Actually our claims, um, we uh we ask that we don't receive them by by email because of personal health information and we don't want uh we want to protect all our clients. You can fax it. Do you have an access to a fax machine?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do, but that's the problem is she's being told that the paperwork is not being provided, but I have a confirmation that it was sent through.
[CUSTOMER][NEUTRAL] As it should have been yesterday, um, let me see if I can pull that fax number.
[AGENT][NEUTRAL] Do you have her policy number?
[CUSTOMER][NEUTRAL] I don't have her policy number um but I I just wanna confirm the fax number um I don't need specific information on her claim I just wanna make sure that as the employer we get our paperwork there um successfully.
[AGENT][NEUTRAL] Absolutely. And you said it was faxed yesterday?
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so what I can do is I can check the faxes coming in. I have access to that and I don't mind seeing if they have any from yesterday so if she called?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Yeah, she, she called and she was told that she's not it's not been received mhm.
[AGENT][NEUTRAL] To see if we received it.
[AGENT][NEUTRAL] OK, let me check and see because maybe it just wasn't um uploaded on her policy.
[AGENT][NEUTRAL] And do you know about what time that was sent? I do see some faxes from yesterday in our.
[AGENT][NEUTRAL] Um, in line to be
[AGENT][NEUTRAL] Uploaded to the policies, do you know about what time that was sent?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It was around [PII] or [PII] yesterday and it looks like the the number that I sent it to is [PII].
[AGENT][NEUTRAL] Mhm. That is correct. And what is her name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], uh do you have her social or date of birth if you need that.
[AGENT][NEUTRAL] Now, let's see, I've got it. We've got a 3, uh, 3-page fax.
[CUSTOMER][NEUTRAL] Uh, yes, including a cover, I think, yeah.
[AGENT][NEUTRAL] Yup. Yes, that's the physician's portion and.
[AGENT][NEUTRAL] Statement of insured. We did receive it. It's just not been placed on her policy yet.
[CUSTOMER][NEUTRAL] OK, and can you confirm if you've received the employer information that should have been sent uh that was probably sent a week ago.
[AGENT][NEUTRAL] Yeah, let me get this, let me get her policy pulled up and we can check on that.
[CUSTOMER][NEUTRAL] OK, or do you want me to just have her call? I can have her call.
[AGENT][NEUTRAL] Give me just one second, let's see.
[AGENT][NEUTRAL] It looks like we received, yeah, looks like we received the insured statement and let's see, make sure.
[AGENT][NEUTRAL] I'm just making sure.
[AGENT][NEUTRAL] I do apologize.
[CUSTOMER][POSITIVE] No, you're fine I appreciate you checking into it for me.
[AGENT][NEUTRAL] Sure. Well, we need to get her taken care of.
[CUSTOMER][NEGATIVE] I know this poor girl, she's been dealing with us for 2 months, I think.
[AGENT][POSITIVE] Oh bless your heart.
[CUSTOMER][NEUTRAL] Between waiting on us to get our paperwork and then having it sent through.
[AGENT][NEGATIVE] And it's so hard when you're not working it's so hard. I've been there.
[CUSTOMER][NEUTRAL] Mhm. Yeah. And it's her second baby and like, yeah, it's
[AGENT][NEUTRAL] Oh, she needs, she needs help.
[CUSTOMER][NEUTRAL] A lot
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see, I'm checking to see what that other document was. It looks like we have not received the employer portion yet and you said that was faxed in? Was it faxed in?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] You know it come it came from our corporate office so I I believe it was faxed in but I don't mind asking them to resend it. Do you want it to go to the um fax number that I just repeated to you a minute ago?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I will contact them and ask them to make sure they um send or you know resend to that fax number and then um I'll have [PII], the insured I'll have her call and follow up either today or tomorrow after it's sent.
[AGENT][NEUTRAL] OK, yeah, and um.
[AGENT][NEUTRAL] Yeah, tell her to wait 24 24 hours because it could take up to 24 hours to be able to view on her policy number, I mean on her plan.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And also just to let you know she can create an account online.
[AGENT][NEUTRAL] On our portal and she can upload documents directly on her policy.
[CUSTOMER][NEUTRAL] Oh OK I'll tell her about that.
[AGENT][NEUTRAL] And that is for all and I can see if she has an account probably not if she hasn't done that that way she can check claim status she can um upload documents she does not have a well.
[AGENT][NEUTRAL] Let me just check.
[AGENT][POSITIVE] Yeah, that portal is very handy um she does have an account online so she can actually upload documents to her policy on the portal.
[CUSTOMER][NEUTRAL] OK, well, it looks like now she's just waiting on our documents um.
[CUSTOMER][NEUTRAL] Can I send it to her to upload or we need to send that directly from the employer?
[AGENT][NEUTRAL] You can. No, you can send it to her if you wanna send it to her in the email she can just save it to a computer and upload it directly on her policy. In fact, y'all can um create an account online as well. The employer can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I wonder if our corporate office has that and maybe that's why she's saying that it's been already sent over, but I'm just gonna follow up with corporate HR and see what the deal is.
[AGENT][NEUTRAL] With [PII], yeah.
[AGENT][POSITIVE] I got you. You're just trying to help, aren't you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I'm just the middle man, you know, um, OK, so I'm gonna ask her to refax that or if, if you have.
[AGENT][POSITIVE] I got you.
[CUSTOMER][NEUTRAL] An online account uh.
[CUSTOMER][NEUTRAL] What was your name again?
[AGENT][NEUTRAL] My name is [PII], [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Awesome thank you so much [PII] for your help. I'm gonna let all parties involved know what's going on and hopefully we will get um everything we need sent in as soon as possible.
[AGENT][POSITIVE] All right. Well, we'll be happy to get Miss [PII] taken care of.
[CUSTOMER][POSITIVE] Thank you. Have a great Wednesday.
[AGENT][POSITIVE] You too and thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][NEUTRAL] Bye bye.