AccountId: 011433970860
ContactId: c7bc4f22-752a-4f9c-9d28-3d89ad60b295
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1493140 ms
Total Talk Time (AGENT): 588759 ms
Total Talk Time (CUSTOMER): 454106 ms
Interruptions: 13
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/c7bc4f22-752a-4f9c-9d28-3d89ad60b295_20250115T18:21_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling to um provide your company with additional information. Um, I finally got the um the portion of my disability um application filled out so there was a portion that I.
[CUSTOMER][NEUTRAL] I was supposed to fill out and send and I did in December um but I couldn't get the paperwork from the doctor. I finally got it and it it is dated within that time frame. I just need to uh to send it to you so can I have an email address where I can send it to you please?
[AGENT][NEUTRAL] OK, Ms. [PII], so you're needing to submit the physician's portion of the claim form for us, is that right? And you're wanting to find out how to go about doing that?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Yes, ma'am, I would like to email it to you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so I can help you with this, Ms. [PII], but first off, we can't accept any claims information via email, but I will be happy to tell you the different ways that it can be submitted to us.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I will need to pull up your information though first and verify several things with you for security. So first off, what is a, I'm sorry, what is a good call back number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] so I guess I'll just have to, I've I've emailed it before but I I guess I'll just um upload it to the um because that's what you're trying to tell me, right? That's what you want me to do.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yeah, it cannot be emailed. Yes, ma'am. We are not supposed to, right, and we're, mhm.
[CUSTOMER][NEUTRAL] You want me to upload it to them?
[CUSTOMER][NEUTRAL] Yeah, I've emailed it. I understand, but I've emailed it before. I understand.
[CUSTOMER][NEUTRAL] All right, um, let me see here.
[AGENT][NEUTRAL] So now, what is your policy number, Ms. [PII]? So that I can verify.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] I don't know. I don't know what ma'am. I'm sorry. I don't know the policy number.
[AGENT][NEUTRAL] OK, uh, is the, so what is your social, Ms. [PII], and I can try and locate your information that way.
[CUSTOMER][NEUTRAL] OK, it is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. So one moment please.
[CUSTOMER][NEUTRAL] Mhm alright.
[AGENT][NEUTRAL] OK, Ms. [PII], so first off, if you could please verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you is the same as the one that you provided for me, so just to clarify that that is the best number that we can reach you on, is that correct?
[CUSTOMER][POSITIVE] Yes ma'am, that's the best number.
[AGENT][POSITIVE] OK, thank you. And lastly your email address.
[CUSTOMER][NEUTRAL] Um, I think you have [PII]. I'm, I'm thinking that's the one you have. If it's not, I can provide you with the other one that I have. That's not it. So, so the other one is the other one is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, that's, yes, ma'am, that's not, that's not, no, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, thank you. I like that boots all day.
[CUSTOMER][POSITIVE] OK, upload thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, one moment, please.
[CUSTOMER][NEUTRAL] A Jackson.
[CUSTOMER][NEUTRAL] And click here.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so were you, are you signing into your portal, Ms. [PII], and again, any information that I may provide you um would be a benefit, excuse me, a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] Select files.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] No, I can see Ms. [PII], and this is strictly a, a preference for you, but I can see that we do not have direct deposit information on file for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you can add that into your portal.
[CUSTOMER][NEUTRAL] Um, I've always.
[CUSTOMER][NEUTRAL] Well, I've always, I've always gotten it through direct deposit. I don't know. I've always gotten it. I've never, I don't know what happened.
[AGENT][NEUTRAL] Yes, ma'am. I think
[CUSTOMER][NEUTRAL] I don't know. I have no idea what's going on, but go ahead, you tell me.
[AGENT][NEUTRAL] I think it's
[AGENT][NEUTRAL] Uh no, I believe that it's probably no longer in here since the policy is, you know, not active any longer with APL that the system removed that.
[AGENT][NEUTRAL] I can see where other payments, yes, ma'am, were issued via direct deposit.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And while you're logging in, I'm just gonna look at a few notes if that's OK.
[CUSTOMER][POSITIVE] That's fine thank you.
[AGENT][POSITIVE] Uh, you're welcome.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Well, what do I do? What, what do I have to do in order to add.
[CUSTOMER][NEUTRAL] The direct deposit.
[AGENT][POSITIVE] OK, so now I have if this may be easier, I have a user guide that I can actually email to you in addition to tell it you're explaining rather how to set up your profile, Ms. [PII], it gives you the steps in like uploading for um claim submission and then it also gives you the instructions for adding your direct deposit information.
[CUSTOMER][NEUTRAL] So now that I'm online um you can't just walk me through it? I mean, I, I don't, I don't, I don't know. OK.
[AGENT][POSITIVE] Yes, sure. Uh, yes, ma'am. I'll be happy to try and do that. Give me one moment to get the user card pulled up so that I can look at that. So one moment.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] OK, so I believe that when you are, I, I believe this is gonna be correct, Ms. [PII], when you're uploading your files.
[AGENT][NEUTRAL] Once you have done that, it you should be prompted.
[AGENT][NEUTRAL] Regarding the direct deposit?
[CUSTOMER][NEGATIVE] No, because I, I just, I just, no, because I just uploaded the file and it's uploaded and I'm there's no prompt here.
[CUSTOMER][NEUTRAL] To add direct deposit, so if you can help me because I don't.
[AGENT][NEUTRAL] Yes, ma'am, because I don't.
[CUSTOMER][NEUTRAL] I don't, I don't see.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It said it's uploaded so I don't.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so because it did not ask you for a prompt, I don't know if that has to do again with the status of your policy, because it should have given you an option.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Before entering, asking if you wanted to add your direct deposit.
[AGENT][NEUTRAL] Information
[AGENT][NEUTRAL] So do you mind letting me place you on hold for just a moment to see if that information.
[AGENT][NEUTRAL] Why, why?
[CUSTOMER][POSITIVE] I don't mind at all.
[AGENT][POSITIVE] OK, perfect. Thank you so much.
[CUSTOMER][POSITIVE] Thank you. mhm, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Man, gosh.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I swear.
[AGENT][NEGATIVE] Burning me up.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Man,
[AGENT][NEUTRAL] I'm putting our stuff back in here.
[AGENT][NEUTRAL] Account number.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Really.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] Ah ah ah.
[AGENT][POSITIVE] Ms. [PII], thank you so much for holding for me. I truly appreciate your patience. So I have gone back, I was able to locate the document that you had submitted before with your information on it. Can you just, and I have entered that back into the system for you. Now, you can't, you should be able to see this if you go under um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You are still signed into your portal.
[CUSTOMER][NEUTRAL] Um, hold on one second.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] In the upper right-hand corner, the reason I'm asking, you should see, you know, welcome in your name.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Um, hold on.
[AGENT][NEUTRAL] I have added it back in. I just wanna make sure.
[CUSTOMER][NEUTRAL] We go back in.
[CUSTOMER][NEUTRAL] Yeah, hold on one second, I'm sorry.
[AGENT][POSITIVE] Oh no, don't, no worries.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And I can see where you have uploaded your document. It is, it has been received and placed in line for review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know why I can't hold on, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, OK, so now you're saying in the right upper hand corner?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you see where it says welcome? It should say welcome in your name?
[CUSTOMER][POSITIVE] Welcome [PII], yes ma'am, OK.
[AGENT][NEUTRAL] Uh, right below that, my account.
[AGENT][NEUTRAL] Select that.
[CUSTOMER][NEUTRAL] My account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] There's no my account. There's no my account right below that it says policy contact info and then notification preferences.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. So that's right under your name or on the opposite side of the screen?
[CUSTOMER][NEUTRAL] It's weird.
[CUSTOMER][NEUTRAL] That's right under my name.
[AGENT][NEUTRAL] I mean, is that
[AGENT][NEUTRAL] OK, so do you see where it says payment preferences? OK, so your view may be a little different than what I'm able to see.
[CUSTOMER][NEUTRAL] That's right under my name.
[AGENT][NEUTRAL] Do you see where it says pay? OK, so you said it said policy contact, did you say that policy contact info, notification preferences, and then do you have something else under that?
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm let me see.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm, OK, hold on, let's see if I go here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Welcome [PII].
[CUSTOMER][NEUTRAL] No, that's my.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] There's nowhere that says set up payment preferences or just payment preferences.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Now, I am on, I am on my phone, so that may be a reason, yes. Oh wait, wait, wait, wait, what does it say? privacy notice, no.
[AGENT][NEUTRAL] That may be it. That's probably it. I was just, that was my next question. Yes, ma'am. That was my next question if you were on a mobile device.
[CUSTOMER][NEUTRAL] Yes, I think that, that might be because I'm at work, um.
[AGENT][NEUTRAL] OK. So, yes, ma'am. There are several things.
[CUSTOMER][NEUTRAL] So that might be the reason.
[AGENT][NEUTRAL] There are several things, you know, that you have to do, but you were, did you upload your documents to the portal from your phone?
[CUSTOMER][NEUTRAL] I did, I did.
[AGENT][NEUTRAL] Huh, well, that's interesting.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that's interesting because um,
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me just, let me be too much.
[CUSTOMER][NEUTRAL] So now let me ask you, now can you check and see because I had that was the so my portion was already submitted a while back.
[CUSTOMER][NEUTRAL] Let me see, because it's the same.
[AGENT][NEUTRAL] I see that we, in December, the last review that we did for documents on you did show that it was denied because
[CUSTOMER][NEUTRAL] It was dated
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, that one was denied according to the information we received, we have allowed benefits to the date which you were released and returned to work.
[AGENT][NEGATIVE] No benefit, further benefits payable for this disability.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I'm just reading the remark on the last claim that was reviewed on [PII].
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] And then we did issue payments.
[CUSTOMER][NEUTRAL] Yeah, because they didn't
[CUSTOMER][NEUTRAL] Yeah, but that's in November, but you, I
[CUSTOMER][NEGATIVE] But this, this, I'm supposed to get money in this for December.
[CUSTOMER][NEUTRAL] But I didn't have all the documents because I couldn't, I just got this document from the doctor today, but the date is for, is from the, it's for December.
[CUSTOMER][NEUTRAL] I just came back to work in January.
[CUSTOMER][NEUTRAL] I was just released to come back to work on the [PII].
[CUSTOMER][NEGATIVE] But I didn't get a payment in December.
[CUSTOMER][NEUTRAL] You understand?
[AGENT][NEUTRAL] Right, because I see your return to work was scheduled for [PII].
[CUSTOMER][NEUTRAL] Because I didn't have the
[CUSTOMER][NEUTRAL] Mm mm, it was, that's not true. My, my, I, I just went back to work on [PII].
[AGENT][NEUTRAL] So what I can
[CUSTOMER][NEUTRAL] And it's on the document that I just sent you from the doctor. He just released me. I don't know where you guys got that date from.
[CUSTOMER][NEUTRAL] But I was just released, and the document that I just got from the doctor that he just released me.
[CUSTOMER][NEUTRAL] So I don't know where that day came from.
[AGENT][POSITIVE] OK. Now, I would be very happy to connect you, Ms. [PII], to one of the examiners.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Regarding that, if you would like, you won't have to re-verify any of your information. I can, I just see, yeah, I can just see that those remarks that showed your return to work date initially as [PII]. Did he extend it maybe? Was that, did he extend your time off?
[CUSTOMER][POSITIVE] I'd appreciate it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, no, I don't know where I don't know, no, I don't know where you guys get the, I don't know where you guys got that date from, but I just, right.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK. Well, then, yes, ma'am.
[AGENT][NEUTRAL] Hm, OK, well I will I'll be happy to connect you and again I have added back the direct deposit information, but I would just, when you're able to log into your portal from a computer.
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, see if you can see that in there. Again, you should have a tab up at the top under those other things you were mentioning that says something, you know, like, um, payments.
[AGENT][NEUTRAL] Oh goodness, hold on, I went to, I'm like I got off of that screen.
[CUSTOMER][NEUTRAL] That's OK. I'll, I'll figure that out right now. I just wanna talk to the person who, who can help me with the, with the um.
[AGENT][NEUTRAL] Sure, yes, ma'am.
[CUSTOMER][POSITIVE] But yeah, I'll, I'll totally get that done. Thank you. Thank you so much for helping me right.
[AGENT][NEUTRAL] OK. Well, thank you for calling APL.
[AGENT][POSITIVE] You're welcome. You're certainly very welcome. It's my pleasure and have a nice afternoon and thank you again for calling APL. OK, one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Well you too bye bye thanks.
[AGENT][POSITIVE] Bye bye. You're welcome.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I assist you today?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] Good. How are you doing?
[AGENT][POSITIVE] I'm all right. I'm making it.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I have an insured on the line. He's got.
[AGENT][NEUTRAL] OK, so first off,
[AGENT][NEUTRAL] Her direct deposit information is no longer in line, and there's not a note that I can locate that says when it was removed or why it was removed, but I added it back in based on the document that's in on base for her.
[AGENT][NEUTRAL] And she's added another document to the portal for review.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Let me give you, I'm sorry, [PII], let me give you the policy number first.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2209844 [PII].
[AGENT][NEUTRAL] She says that she's just now going back to work.
[AGENT][NEUTRAL] We went over the 2 remarks we went over the claims remarks on the last 2 claims we processed for her, and she said she has no idea where we got that date from.
[AGENT][NEUTRAL] Of going to return to work [PII].
[CUSTOMER][NEUTRAL] Um, return to work per information received.
[AGENT][NEUTRAL] Mhm, that's all that.
[CUSTOMER][NEUTRAL] OK, I was because I don't.
[CUSTOMER][NEUTRAL] Cause it's disability. I don't be knowing these remark cos by heart, so I had to I always got to look them up. OK.
[AGENT][NEUTRAL] Yeah. I, I always have to look them up unless it's an office visit. It's not covered. I have to look them all up, girl.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. OK, so.
[AGENT][NEUTRAL] But anyway,
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Alright, so [PII]. OK, so I will have to um.
[AGENT][NEUTRAL] Yes, ma'am, and she's
[CUSTOMER][NEUTRAL] You can put it through and then I'll just have to look through all of this because it must be, if there's the thing they got, then it must be a document that the provider filled out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, that's what she's wanting to know where we got that date from.
[AGENT][NEUTRAL] So but anyway, um.
[AGENT][NEUTRAL] Can you just look while we're on the phone and make sure that the direct deposit information looks correct?
[CUSTOMER][NEUTRAL] How would I do that?
[AGENT][NEUTRAL] Like I said,
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well that's OK it's in there. I see it so we're going with it and the documents in on base.
[CUSTOMER][NEUTRAL] Oh, it's, I had, it has a Y right there, so.
[CUSTOMER][NEUTRAL] I don't know what else I'm supposed to look at.
[AGENT][NEUTRAL] Are you on [PII]?
[CUSTOMER][NEUTRAL] Mhm. It says why.
[AGENT][NEUTRAL] Yeah, uh-huh, but
[CUSTOMER][NEUTRAL] Verify email.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Uh, when I hit um verify email, it has claim bank account number and account number, draft active it says why.
[AGENT][NEUTRAL] Yeah, I've had
[AGENT][POSITIVE] Yeah, it looks like it's back in there. It wasn't. I've put it in there so I think, but anyway, she's fully verified that number that's in the system is the one to April that you would call her back on if anything happened to the call. OK. Well, thank you so much for helping with this one. I appreciate it. Have a good afternoon if I don't talk to you again. OK, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm. You too. OK. Bye-bye.