AccountId: 011433970860
ContactId: e6957030-71a8-4cc3-8b53-b7f3954afdd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308100 ms
Total Talk Time (AGENT): 174686 ms
Total Talk Time (CUSTOMER): 85612 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/e6957030-71a8-4cc3-8b53-b7f3954afdd8_20250422T18:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, yes, this is [PII]. I was calling to get a status on my um claim, a disability claim.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the claim status. Can I please get your callback number, ma'am, just in case the call gets dropped, I'll be able to call you right back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] That's OK. Take your time looking if you, if you want you can give me your social and I can pull it in that way for you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, yes, [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], on, um, which policy was it that you were wanting to check claim status?
[CUSTOMER][NEUTRAL] Well, I had been off work cause I had surgery done and then I had got the short-term disability, so that's the one I was checking on.
[AGENT][NEUTRAL] I'm not
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK alright I think I've got it pulled up for you now let me um verify your date of birth please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] The address is [PII].
[AGENT][NEUTRAL] And your email address please?
[CUSTOMER][NEUTRAL] What else
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII], and then then I do see that the number that you gave me to call you back on is a good cell phone number. Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] OK. All right, let me see about your policy real quick.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so we've got a couple of remarks on your claim. Uh, it doesn't mean that it's not gonna go through it just means that these things need to be taken care of so we can continue processing the claim um it says that, uh, the claim form submitted was incomplete in order for additional consideration to be given to your claim, please have your physician to complete the physician's portion of the claim form in its entirety.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To confirm disability.
[AGENT][NEUTRAL] It'll, it says your claim will be in active stat in an inactive status until we receive the requested information so that physician's part is really important needs to be completed and then it also states that.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] The employer's portion of the claim form also needs to be completed and and returned so.
[AGENT][NEUTRAL] There's a page that has a physician statement and there's a page that has the employer statement and both of those need to be completed all the way and then you can send it back in and then they'll reprocess.
[CUSTOMER][NEUTRAL] I thought they was all completed because I know the doctor, she said she, it was completed. She sent it off and then I went to my job and HR helped me do my part of it, and it says it was completed, so I have no idea. So,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So what I just need to get those forms reprinted out and read it over or something?
[AGENT][POSITIVE] You can do that. You can do that and take in and have them and make sure that every little check mark every little line is filled out on them um don't let them skip anything so that it's completed entirety in its entirety.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. Well, I'll, I'll call the doctor to see if they can refax it to me then and I'll call my job to see if they can redo the other papers.
[AGENT][NEUTRAL] Right, and then just resubmit it and then um they'll send it back in for reprocessing.
[CUSTOMER][POSITIVE] Oh, OK then. Thank you.
[AGENT][NEUTRAL] OK. You're welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK, well, you have a wonderful day and the rest of your week. I thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye-bye, Ms. [PII].
[CUSTOMER][POSITIVE] All right, thank you. Bye-bye.