AccountId: 011433970860
ContactId: e5e536e4-50fd-4eb5-831a-2c83863e76b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 599239 ms
Total Talk Time (AGENT): 135989 ms
Total Talk Time (CUSTOMER): 100354 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/e5e536e4-50fd-4eb5-831a-2c83863e76b9_20250227T16:51_UTC.wav
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[AGENT][POSITIVE] Morning. Thanks for calling Ael [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm, uh, my name is [PII] and um I had filed a claim, um, you know, 2 or 3 weeks ago, and I am trying to check the status. I'm looking online, but it's really not telling me anything, but I did however receive a text this morning about the claim being completed and the claim number is 356-847-2.
[AGENT][NEUTRAL] OK, I can go ahead and help you with that. Can I get the uh a callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] Oh Lord, now I don't have that on hand. Let me see.
[AGENT][NEUTRAL] I can pull it up. I can see if I can pull it up by the clean room. Give me one second.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 37.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And lastly, your email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], thank you for that. And you said you wanted, you got a text for that claim number, um, but you can't see what the status.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, so give me one second, let me, um, see what that is.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so, um.
[AGENT][NEUTRAL] So the claim form that you submitted into us to apply for the disability, um, it doesn't have the employee's information filled out. So your employee would have to um complete that portion of the claim and then you would send that in to us.
[CUSTOMER][NEUTRAL] The employer has not been there.
[AGENT][NEUTRAL] So when you sent us in the claim form, you only, uh, I'm pulling it up now, give me one second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So you only submitted the portion because there's several pages to the claim form. So you only submitted your portion of the claim form. So we need the portion that says employee information and so the employee would need to fill out that portion of the claim form and then you would send that in to us.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You do have the physicians part, right?
[AGENT][NEUTRAL] So the part that we have is, hold on one second, let me see how many pages are supposed to be on there. Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's supposed to have all that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] so.
[AGENT][NEUTRAL] OK, so the page that we're needing, it's gonna be the um.
[AGENT][NEUTRAL] The part it, it starts on, because there's 8 pages to the claim form. So you only submitted 2 of those pages. And so we need the other pages to be filled out by your employee, which is gonna be um it's um attending physician statement.
[AGENT][NEUTRAL] Um, which is gonna be pages 6 through 8.
[CUSTOMER][NEUTRAL] The attendant physician fax their part.
[AGENT][NEGATIVE] Give me one second, I'm going through the other one because we only have 2 pages and we haven't received that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A fax, but give me one second, let me look at the other male number.
[CUSTOMER][NEUTRAL] Oh God
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Give me 1 2nd, ma'am. I'm gonna put you on a brief hold.
[CUSTOMER][NEUTRAL] Give me 1 2nd
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], thank you for holding. I'm sorry, it's not the, it's not the physician's portion, it's the your employer's portion of the claim form. That's the part that we don't have.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well, I'll get with them.
[AGENT][NEUTRAL] Alright, no problem, Ms. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] And get them sent.
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you so much.
[AGENT][POSITIVE] All right, thanks for calling uh-huh, thanks for calling April. You have a wonderful day.
[CUSTOMER][NEUTRAL] Uh huh you too bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye