AccountId: 011433970860
ContactId: cb6f2526-fe87-4a34-86ab-1c935609b7a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278179 ms
Total Talk Time (AGENT): 89710 ms
Total Talk Time (CUSTOMER): 123278 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/cb6f2526-fe87-4a34-86ab-1c935609b7a0_20250102T17:19_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling Eil [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] over in customer care. How are you this morning?
[AGENT][NEUTRAL] I'm doing fine, and yourself?
[CUSTOMER][NEUTRAL] Good thanks. Um, I have an insured on the line. His name is [PII], and he has a disability policy. He was checking to see if we had received his forms. Um, I'm having a hard time finding them. I was wondering if you could help me with it. It's an older policy.
[AGENT][NEUTRAL] OK, sure. What's the policy number?
[CUSTOMER][NEUTRAL] It is 00810367.
[CUSTOMER][NEGATIVE] And I had to pull it up in lion through that company 22 instead of doing the 01.
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh,
[AGENT][NEGATIVE] Cause I can't even pull that policy number up and I'm not sure what the
[AGENT][NEUTRAL] But the company 22 is, so, um, you said it's 00810367?
[CUSTOMER][NEUTRAL] Mhm yeah so when you open lion.
[CUSTOMER][NEUTRAL] Um, you know, and you put in, I'll have to close my note just so.
[CUSTOMER][NEGATIVE] You when you sign on to Lion it has your sign on and then it asks for company and we always put in 01 and then enter. I had to log out of it completely and then in the company box put 22 to pull his policy.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, hold on let me.
[AGENT][NEUTRAL] Let me just log into another one.
[AGENT][NEUTRAL] Did he say when he sent them in?
[CUSTOMER][NEGATIVE] He said they were sent in last Tuesday and then in the notes I saw that he did speak with somebody and they're saying that um they were faxed from their provider just hadn't been uploaded but I can't even find a claim so that's why I was confused.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, I don't see any claims since 22.
[CUSTOMER][NEUTRAL] I know and then in the notes it's like sure call to confirm disability documents have been received from provider's office faxed over and this is on the [PII] and then I went to Onase so I didn't know since if this was like since it's older if there was a different way to check for these documents if I was missing something.
[AGENT][NEUTRAL] Um, something should calling premises documents have been received from his that were faxed over his phone andbo don't have been uploaded yet and should also.
[AGENT][NEUTRAL] I think you meant to put they haven't been um um uploaded as of yet um I recall he was going to.
[AGENT][NEUTRAL] Yeah, I'm thinking they might not have.
[AGENT][NEUTRAL] Sent them um over because when I go on OnBase and if we receive something.
[AGENT][NEUTRAL] It would show in the system.
[CUSTOMER][NEUTRAL] Under claim, right?
[AGENT][NEUTRAL] Yes, so I don't see anything. So if you said they sent him over on Tuesday of this week?
[CUSTOMER][NEUTRAL] No, we were saying last week.
[AGENT][NEGATIVE] Yeah, like that, I mean, and it doesn't, even though it's been a holiday, but it takes about 48 hours, like I don't see anything that we haven't received, um, at all, like I said since [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so I mean if, if it was taxed so it would have been uploaded already. So the only thing I could suggest would be for them to resend it over, yes.
[CUSTOMER][NEUTRAL] Have them resend it.
[CUSTOMER][NEUTRAL] OK. OK. I just wanted to make sure I wasn't missing anything because I think he was advised that we had received it. So like I said, I just was double checking. I wasn't missing anything.
[AGENT][POSITIVE] Yeah, that's no problem.
[CUSTOMER][POSITIVE] All right thank you so much for checking on that with me I appreciate you.
[AGENT][POSITIVE] No problem. You're welcome.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye.