AccountId: 011433970860
ContactId: beeba67c-0ed4-4743-b5b8-9ecd15125a63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266970 ms
Total Talk Time (AGENT): 78598 ms
Total Talk Time (CUSTOMER): 102997 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/beeba67c-0ed4-4743-b5b8-9ecd15125a63_20250603T17:44_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from the care team. I have an [PII] on the line. Um, she's needing help with her disability claim.
[CUSTOMER][NEUTRAL] Uh, I saw in the notes that someone had reached out to her doctor to send in medical records and um I think he just sent in the, the disability claim form. I can't tell um I can't see everything that's in it it's not loading for me and so I was wondering if you could help her with that.
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] 2,594,580
[CUSTOMER][NEUTRAL] And it's the only claim on there it's multiple times, but it's the only one on there.
[CUSTOMER][NEUTRAL] And I do show that we reached out to the doctor and.
[CUSTOMER][NEUTRAL] But I can't see everything that's being.
[CUSTOMER][NEUTRAL] Sent in.
[AGENT][NEGATIVE] I don't think we haven't received anything from the doctor.
[AGENT][NEGATIVE] I don't think we receiving things.
[AGENT][NEUTRAL] Let's see 5:28.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because if we received it from the doctor, it would be a medical review.
[CUSTOMER][NEUTRAL] Yeah, she said the one on [PII] is the one that he sent.
[AGENT][NEUTRAL] Let me look and see what that is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 458.
[AGENT][NEUTRAL] Uh, looks like this came from her. This didn't come from the doctor.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we still haven't received those records.
[AGENT][NEUTRAL] But you can send it over. That's just the she sent in the attending physician statement that those are not medical records.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So we're still waiting on those records.
[CUSTOMER][NEUTRAL] So do I tell her because I saw that we reached out, so what do, what do I need to tell her?
[AGENT][NEUTRAL] That we that we're still waiting on the medical records. We did reach out to the doctor, but we still waiting on the medical records or you can send her over to me and I'll speak with her.
[CUSTOMER][NEUTRAL] OK, because she has another claim that she needs, uh, that she has questions on too, um, I didn't get that claim number yet because we were still working on this one.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Good
[CUSTOMER][POSITIVE] Hi [PII], I have someone from claim support who's gonna help you, OK? OK, thank you. Thank you so much. Bye.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I was calling to see um the status of my claim, about the, um, I think the disability claim.
[AGENT][NEUTRAL] OK, we're still waiting on medical records from Doctor [PII].
[CUSTOMER][NEUTRAL] OK, so, um, when you reached out to them, that they, I mean, what did they say that they was?
[CUSTOMER][NEUTRAL] Having to do.
[AGENT][NEUTRAL] OK, so they have to send the part, the medical records request to a third party and so we did reach out to that third party to try to get the uh.
[AGENT][NEUTRAL] Medical records.
[AGENT][NEUTRAL] Um, let's see, let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We're just a waiting game now.
[AGENT][NEUTRAL] It really is, yes ma'am, and if we don't receive anything, uh, we do allow at least 30 days for uh for them to send those records in to us and then we'll reach out again.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, well, they, they'll probably just do it on their own time. They probably in no rush.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] All right, did you have any other questions?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Um, no, ma'am.
[AGENT][POSITIVE] Alright well thanks for calling APO have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][POSITIVE] You're welcome bye bye.