AccountId: 011433970860
ContactId: e2ab01bb-ab6f-487a-8e0a-87f1170445a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141539 ms
Total Talk Time (AGENT): 47741 ms
Total Talk Time (CUSTOMER): 58367 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/e2ab01bb-ab6f-487a-8e0a-87f1170445a8_20250611T18:35_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], this is [PII] with the APL care team. I have a [PII] on the line. He is trying to look into his disability claim that he said um he got a message on saying that it was ready. Um, it looks like and the policy number is 10.
[CUSTOMER][NEUTRAL] 22
[CUSTOMER][NEUTRAL] 074.
[AGENT][NEUTRAL] And that was 1022074.
[CUSTOMER][NEUTRAL] He said that he sent
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so he's just checking on the status of his claim?
[CUSTOMER][NEGATIVE] Yes, I did say I did see in the remarks that we were missing the employer information. I relayed that to him and he said he had already sent that in. When I tried looking in Onase I couldn't find it, but he said he faxed it in, uh, yesterday, so it should have been uploaded, but yeah, my on base is being screwy.
[AGENT][NEUTRAL] OK. Let me glance.
[AGENT][NEUTRAL] Let me see if we got it, give me one moment.
[AGENT][NEUTRAL] And you said he sent it yesterday?
[CUSTOMER][NEUTRAL] Yeah, he said he faxed it over yesterday, um, and I am seeing that we got two things yesterday with the same claim number, um, it looks like one is an accident and one's a disability.
[CUSTOMER][NEUTRAL] Claim form?
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] OK, I see we got the attending physician statements.
[AGENT][NEUTRAL] And what else here?
[AGENT][NEUTRAL] No, we don't have the employer form. We only got the attending physician statement and uh looks like a section from the accident claim form. Let me make sure he, he doesn't have an accident policy. Maybe it's under that. No, he doesn't have an accident policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, no, we do not have the employer section that is missing. We don't have that.
[CUSTOMER][NEUTRAL] OK, this is OK, I'll let him know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Mm. You're welcome. Bye.