AccountId: 011433970860
ContactId: d816f3f4-24ad-4a4e-8c7a-9b6a3bdb559f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 560400 ms
Total Talk Time (AGENT): 303390 ms
Total Talk Time (CUSTOMER): 116272 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/d816f3f4-24ad-4a4e-8c7a-9b6a3bdb559f_20250110T20:06_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII], I got some information from you guys today that uh my claim was incomplete.
[AGENT][NEUTRAL] OK, so you've received an explanation of benefits from APO regarding your claim?
[AGENT][NEUTRAL] That we were didn't have all of the information for, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yes sir, so you have some questions on that?
[CUSTOMER][NEGATIVE] Well, I just said my client form submitted was incomplete.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In order to
[CUSTOMER][NEUTRAL] Additional conditions are given for my client. So I guess I'm just trying to figure out what you guys didn't get.
[AGENT][POSITIVE] OK, yes, sir. I can help you with that.
[CUSTOMER][NEGATIVE] As far as the incomplete.
[AGENT][NEUTRAL] Sure, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] 02554488.
[AGENT][NEUTRAL] OK, thank you. So give me a moment to get your information pulled up. Once I do, I will have to verify several things with you first for security purposes, Mr. [PII]. So one moment.
[AGENT][NEUTRAL] OK, and also in, uh, excuse me, in addition to verifying your information, Mr. [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. 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] It's [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you and lastly your email address?
[CUSTOMER][NEUTRAL] Uh lowercase R. well, it's all all lowercase [PII].
[AGENT][POSITIVE] OK, thank you so much. All right.
[AGENT][NEUTRAL] So I do see that we have recently processed a claim for you, so let me look at that just one moment, and on the explanation of benefits that you received is the claim number 3546985.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] The claim number is that what you said?
[AGENT][NEUTRAL] Yes, sir. Uh-huh.
[CUSTOMER][NEUTRAL] I 3546985
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so yes sir Mr. [PII], I see on the remarks, it does state that the claim form submitted was incomplete. In order for additional consideration to be given to your claim, please complete the statement of the insured, which is the employee's portion of the claim form in its entirety.
[AGENT][NEUTRAL] Your claim will be in an inactive status until we receive the requested information.
[CUSTOMER][NEUTRAL] Uh, it wasn't a, a workman's comp or anything like that.
[AGENT][NEUTRAL] No, so we just didn't receive the all of the, we didn't receive your portion that you have to complete on that claim form.
[AGENT][NEUTRAL] There is a section of the disability claim form that you have to complete.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEGATIVE] And we did not receive that section.
[CUSTOMER][NEUTRAL] Is it the statement of the insured, is that what I need to fill out?
[AGENT][NEUTRAL] Yes, sir. Uh-huh, it is. And was that included?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] In the information that was mailed to you.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Yes, sir. That is the mhm.
[CUSTOMER][NEUTRAL] Yeah, so fill these 22 pages, right?
[AGENT][NEUTRAL] Uh, yes, sir. And it should, it should say, um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Statement of the insured on it.
[CUSTOMER][POSITIVE] Yes, it does at the top.
[AGENT][NEUTRAL] Yes, sir. So you would just complete that. Now, Mr. [PII], have you ever um set up your profile in our portal called the online service center?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, I have not.
[AGENT][NEUTRAL] OK, now I can email you the user guide that gives the instructions on how to set that profile up do you have access to a computer?
[CUSTOMER][NEUTRAL] Access to what?
[AGENT][NEUTRAL] A computer
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] Yeah, I do.
[AGENT][NEUTRAL] OK, and the reason that I'm asking that is because once you set up your profile in the online service center portal with the APL you can actually upload this completed form directly into your portal for us for review instead of having to mail it.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] But you do have to upload documents from a computer. It doesn't currently support mobile functionality, so you can't upload from your cell phone, but I can if you'll give me just a moment, I'll email you this user guide that has the instructions for setting it up. It also will give you, um, instructions in there, Mr. [PII] on how you can add in direct deposit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Information into the portal so that if we are able to pay benefits on your claim, they can be electronically deposited versus a paper check having to be mailed to you.
[CUSTOMER][NEUTRAL] Right, um,
[CUSTOMER][NEUTRAL] Once I get the portal set up, can I access it off my phone?
[AGENT][NEUTRAL] You can access it, but you can't upload documents from your phone. But yes, sir, you can, you can log in and look at things, you just, you know, you can't.
[CUSTOMER][NEUTRAL] Right, right, right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We can't submit things, but they will give you so like that explanation of benefits that you received in the mail you're gonna be able to see that on the portal as well so just one moment and let me, let me send this to you.
[CUSTOMER][NEUTRAL] OK, yeah, send it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the email that you're gonna receive from me, Mr. [PII] is going to come from [PII].
[AGENT][POSITIVE] And I did put APO in the subject line for you so that that's easy to recognize.
[CUSTOMER][NEUTRAL] OK, it's [PII] what?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK and how uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It may take it a few minutes, um, but I have, I have sent it.
[CUSTOMER][POSITIVE] Yeah, I got it.
[AGENT][NEUTRAL] OK, good. So, is there anything else at the moment that I could help you with, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, that's fine. No, this this should work out all right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well if you have any questions or need any assistance with the portal just give us a call and we'd be very happy to help you with that.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, well, you're certainly welcome and thank you for calling APL. I hope that you have a very nice um weekend.
[CUSTOMER][NEUTRAL] You too, ma'am.
[AGENT][POSITIVE] Yes, sir. Thank you very much.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye-bye.