AccountId: 011433970860
ContactId: da6c8ba0-697f-4ef6-8ed6-db2205abfd69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 457019 ms
Total Talk Time (AGENT): 254177 ms
Total Talk Time (CUSTOMER): 169826 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/da6c8ba0-697f-4ef6-8ed6-db2205abfd69_20250228T14:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] with whom am I speaking? How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII] at Partners Benefit Group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We are a broker and I was calling to check on a um disability claim that had been sent in just trying to check the status please.
[AGENT][NEUTRAL] OK. One moment, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's a good call back number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] [PII] and what's the policy number you're calling regarding?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, hold on just a second. Sorry, I thought I was going to be ready.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What? Oh my goodness, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So sorry.
[AGENT][NEUTRAL] That's OK. Mm.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] Hold on just, just one second. I'm really sorry.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] I picked up the wrong. I picked up their prints of the files and the APL.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] That's great
[AGENT][NEUTRAL] While you're looking for that, give me your uh email address because we have to get you all's email address and as a part of a verification process.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Where would the policy number be?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you have a claim form, it should be on the claim form, but um.
[CUSTOMER][NEUTRAL] I'm just like what.
[CUSTOMER][NEUTRAL] I'm looking, I'm looking at the claim form. I don't see him. I just not like not looking like.
[AGENT][NEUTRAL] It would if they wrote it on the claim form, it would be on there but then they didn't write it in we don't just automatically put it on anything um let's see, let's try another way. Let me see if I can look up by their name one moment uh do you have the group number?
[CUSTOMER][NEUTRAL] I see that's what I'm looking. I don't know why we wouldn't, but I don't see it.
[AGENT][NEUTRAL] Well, tell you what, give me the, give me the individual's last name spell their last name.
[CUSTOMER][NEUTRAL] OK. It is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's just normal how people spell [PII] [PII] OK. All right. OK. No.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh well, actually, he doesn't have a D on the end, [PII]
[CUSTOMER][NEUTRAL] [PII], he didn't have a D on it, [PII].
[AGENT][NEUTRAL] OK, let me put that back in.
[CUSTOMER][NEUTRAL] Why? I just never noticed that there's no, I'm looking at my big old file.
[AGENT][POSITIVE] All right. I found it. No problem. 11 moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so you've already verified his name, verify his date of birth for me.
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[AGENT][NEUTRAL] Thank you. And do you know his home address, his, his physical address?
[CUSTOMER][POSITIVE] Yes, I sure do. It is um.
[CUSTOMER][NEUTRAL] Lord, what is that? I can't read it. Hold on just a second. Maybe it's in a different place. 0, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much for verifying that information for me, Ms. [PII]. So now I can go ahead and assist you with your question regarding the disability claim and what would that be?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the group, um.
[CUSTOMER][NEUTRAL] Just reached out to my boss and they said, could you possibly find out when [PII]'s disability will start and what is his benefit that will be paid?
[AGENT][NEUTRAL] OK, so I'm looking at the last claim that went out to, let's take a look.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] So it looks like he was paid one time for the 1st 14 days of his disability from [PII].
[CUSTOMER][NEUTRAL] This is a
[AGENT][NEUTRAL] And then it looks like when he filed, you know, because they have to file claim each month when he filed his claim for this month.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let's see, I sent this one on.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Hold on, let me go back.
[CUSTOMER][NEUTRAL] I didn't send this one until [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let me take a look. OK, so disregard what I said, that's his old disability from last year in [PII], not even last year, that was [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm looking at this claim here that you sent for on his behalf and it looks like it was denied. And the reason it was denied is because it says no disability was verified by the physician. Then she has, let me see if she put a comment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks like some they're, they're missing some latest claim need physician claim form, so the physician claim form needs to be filled out.
[CUSTOMER][NEUTRAL] Oh, I seen it I have it right here. I'm looking at it.
[AGENT][NEUTRAL] And that will be
[AGENT][NEUTRAL] OK, let me finish reading it says, so the latest claim need physician claim form, the physician did not verify the date of the insured disability and on so the physician form is missing the date of disability, so we will need that with the date in there and then it says on the employer claim form, the last day work was [PII].
[AGENT][NEUTRAL] And on the insurance claim form, he put his last day work was [PII].
[CUSTOMER][NEUTRAL] I say, so we need to verify that.
[AGENT][NEUTRAL] says that she further went on to say that the doctor's form did not put a date for temporary total disability date on the form. So the doctor needs to, first of all, the, the doctor's form is, is, it's gotta be filled out completely. They didn't put a disability date on there.
[AGENT][NEUTRAL] So that needs to be filled out by the doctor.
[AGENT][NEUTRAL] And then the employee, we're gonna go according to what the employer said his last day of work was. So that's something that he may want to look into with his employer because he's saying his last day was [PII]. They're saying his last day was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and um is there a claim number on this so when they send this back it can be on there?
[AGENT][NEUTRAL] Sure, it is and that claim number let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] 356.
[AGENT][NEUTRAL] 756 6.
[CUSTOMER][NEUTRAL] OK, and is there an email address to send this?
[AGENT][NEUTRAL] No, unfortunately, no, we don't uh send uh that HIPA protected information via the email.
[AGENT][NEUTRAL] So it can be faxed or it can be uploaded to the online service center as you stated you submitted it for him before so if you wanna submit it for him you can on his behalf or he can submit it himself, right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][NEUTRAL] All right. OK, Ms. [PII], anything else I can help you with?
[CUSTOMER][POSITIVE] Oh, that's it. Thank you.
[AGENT][POSITIVE] Well you have an awesome weekend and thank you for calling ATL. bye bye.
[CUSTOMER][NEUTRAL] OK, you too, bye bye.
[AGENT][NEUTRAL] Uh-huh.