AccountId: 011433970860
ContactId: e8a04839-7fb4-45ab-a82e-6aee74cd11fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310700 ms
Total Talk Time (AGENT): 165000 ms
Total Talk Time (CUSTOMER): 92952 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/e8a04839-7fb4-45ab-a82e-6aee74cd11fb_20250131T19:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], hi, this is [PII] calling on behalf of my husband [PII].
[CUSTOMER][NEUTRAL] And just wanted to check on uh um.
[CUSTOMER][NEGATIVE] I claim we got a letter saying that some information was incomplete.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, I can take a look at that claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure, I'm gonna give you my office number's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, 211-7201.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] And I called the other day and the lady said I wasn't on there.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] So they put, they put another note that I am on there.
[AGENT][NEUTRAL] OK, so let me see.
[AGENT][POSITIVE] OK perfect yes, alright, so we received the third party authorization form. OK awesome. Alright, um, just gonna verify.
[CUSTOMER][NEUTRAL] No, I had sent it to y'all in July, but when I talked to her she just didn't see it.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Right, I, I do see that we have it, so you are good.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, that she verified that we did receive it.
[AGENT][NEUTRAL] Let's see, OK, um, really quick, uh, can you verify [PII]'s date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then uh can I get the mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, um, do you know the email address that we have on file for him?
[AGENT][NEUTRAL] It is a Gmail account.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] It's OK if not we just always like to make sure that what we've got is correct.
[CUSTOMER][NEUTRAL] Uh, I, uh, how much?
[CUSTOMER][NEUTRAL] Let me see, I know it's.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] I, I don't know. I know, [PII], OK, OK.
[AGENT][POSITIVE] It's OK. It's, it's all right.
[AGENT][NEUTRAL] No, it's perfectly fine. Um, OK, do you happen to have the claim number, [PII]?
[CUSTOMER][NEUTRAL] No, I don't have the claim number it's it's the very last one that we filed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It was OK because I see a couple that were submitted this month. I've got one from the [PII] and one from the [PII], so let's take a look at that one.
[AGENT][NEUTRAL] OK, so it looks like we paid a benefit of $500.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So per these notes um and sorry if this is redundant um it does say uh these dates represent your elimination period so benefits are not allowable until after that period um the payment completes the claim for this occurrence so benefits have been paid to the date that he was released to return to work. Is that accurate? Has he been able to return to work?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] He tried to go back and then when he tried, no, he has not. She said I'm gonna have to do another claim he has not gone back to work.
[AGENT][NEUTRAL] OK, um, so did he get updated information from his physician? Because that's typically what we will go off of is the first information. Mhm.
[CUSTOMER][NEUTRAL] No, I'm talking about the, I'm talking about the, yeah, I'm talking about the one we just did.
[CUSTOMER][NEUTRAL] For 2 weeks
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so maybe I'm not looking at the right one. I do see a couple here. I see one that was submitted from on the [PII] of this month and one on the [PII], um, that was the one from the [PII] that I was reading. So let me look back and see about this other one.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] You're saying [PII]?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh OK, I see where the, uh, OK, so the claim form, that's what was submitted on the [PII], OK.
[AGENT][NEUTRAL] Let's see, uh, so for this it is stating that the claim form submitted was incomplete.
[AGENT][NEUTRAL] So we need to have the employer complete the employer's portion of the claim form in its entirety.
[CUSTOMER][NEUTRAL] Oh, so the daily didn't do it, so.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so let me get with them.
[AGENT][POSITIVE] OK, sorry about the confusion.
[CUSTOMER][NEUTRAL] I guess that is they.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Do I need a claim ID number or anything next uh?
[AGENT][NEUTRAL] I can give it to you if you need it for uh your record or if you need to call back regarding it uh let me know when you're ready.
[CUSTOMER][POSITIVE] Yes ma'am, I'm ready.
[AGENT][NEUTRAL] It is 3554.
[AGENT][NEUTRAL] 212.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Of course, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.