AccountId: 011433970860
ContactId: e02b53ce-ee19-4fc4-ad7f-c28eac873565
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 416309 ms
Total Talk Time (AGENT): 172444 ms
Total Talk Time (CUSTOMER): 135861 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/e02b53ce-ee19-4fc4-ad7f-c28eac873565_20250114T15:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. Uh, my name is [PII], and um I was calling because I had to send in some information yesterday to start a short term disability claim.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And how may I assist you?
[CUSTOMER][NEUTRAL] I'm trying to see what all information you all have received. I got a text message saying that you had.
[CUSTOMER][NEUTRAL] Received some information and I wanted to see if you have everything, my statement from my job and my doctor. I'm just trying to make sure you have everything.
[AGENT][NEUTRAL] OK, alright, sure, Ms. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK. And may I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's 215-0345.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][POSITIVE] [PII]. [PII].
[AGENT][NEUTRAL] OK, and what's the address on file for verification?
[CUSTOMER][NEUTRAL] Oh, I'm, I'm sorry, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Thank you. All right, let me see what we have received as of today.
[AGENT][NEUTRAL] Let me look at this paperwork, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm still waiting on the documents.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like the only thing we have here is the statement of trucker.
[AGENT][NEUTRAL] Status of tracker statement, that's the only thing I see here that we received on yesterday.
[AGENT][NEUTRAL] On the [PII]
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] OK, and that would be for me.
[AGENT][POSITIVE] Yes, that was for you. Mhm.
[CUSTOMER][NEUTRAL] OK, my doctor, they emailed me yesterday at about [PII] to tell me that they faxed over their part, so maybe.
[CUSTOMER][NEUTRAL] It didn't come in yet, but with the statement of trucker.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You should have also had some paperwork from my employer along with that email, I mean that fax.
[AGENT][NEUTRAL] We only receive one page.
[CUSTOMER][NEGATIVE] It should have been
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, yeah, only one page came through.
[CUSTOMER][NEUTRAL] OK, well.
[CUSTOMER][NEUTRAL] OK, is it possible that even though it was faxed yesterday, it hasn't been entered into the system yet?
[AGENT][NEUTRAL] If it was yesterday and it was after [PII], um, more than likely it's not gonna be imaged until later on today because it takes 24 business hours, uh, the most to get into the system. Um, so it may be still not imaged into the system. Now, the one we received on the [PII], um, which is the status of trucker statement, it was just one page. Um, did you send the other information that same date or you send it yesterday?
[CUSTOMER][NEUTRAL] We sent it yesterday.
[AGENT][NEUTRAL] OK. If you send it yesterday, then probably it's gonna come in later on today. I will give it um today, I will give it Wednesday afternoon and check back to make sure we received it. Um, and if it's not there by then, then you probably need to go ahead and send it again, but, um, yeah, it usually takes 24 business hours, OK?
[CUSTOMER][NEUTRAL] OK, and I have one more question, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] The last time um I was out and I had to use my short term disability, they were taking my premium out of my payment and my job was still paying my insurance while I was off. I wanted to let them know that also that they don't have to take my, my weekly premium.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Out of my
[CUSTOMER][NEUTRAL] Payment because my job pays my insurance when I'm off work sick.
[CUSTOMER][POSITIVE] Like on a medical leave, it's already paid, it's taken care of.
[AGENT][NEUTRAL] OK. Well, that is determined once this process, um.
[AGENT][NEUTRAL] So we will have to wait and see, um, but if you said that in the past, it's been taken out twice, and then more than likely we have been notified of that and it will be fixed on this one, but um, yeah, we will not know until it's processed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Do you have any other questions or concerns, Ms. [PII]?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um, did, did you receive a claim form for the hospital group indemnity or should I wait until all my bills are in and everything before I apply for that?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm. Let's see.
[AGENT][NEUTRAL] Let me see if the hospital indemnity is with us. OK, one moment.
[AGENT][NEUTRAL] Most of these are with web TPA. Yeah, this one is with web TPA. You will have to contact web TPA to see if they have received any claims for you. Um, I can transfer you over. I can give you their number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you can um transfer me over. I don't have anything to write with right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, no problem. Is there anything else I may help you with today before I transfer you to Web TPA for your hospital indemnity?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, alright, let me go ahead and transfer you. One moment. You have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.