AccountId: 011433970860
ContactId: e8d8c94b-f0c3-4245-ae28-eea3030aa9f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202880 ms
Total Talk Time (AGENT): 94101 ms
Total Talk Time (CUSTOMER): 123168 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/e8d8c94b-f0c3-4245-ae28-eea3030aa9f6_20250225T21:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking? How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in claims. I have a, uh, transfer, uh, disability employee.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] 2299929.
[AGENT][NEUTRAL] OK, and what's the member's name on the line?
[CUSTOMER][NEUTRAL] [PII] is on the line. Um, her callback number is the number, uh, on the screen and I verified her policy. Uh, she says she's calling, uh, because she thinks she's gonna be out a little longer, so I guess she just needs to call another line, but here she comes. Have a good one.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Just right, OK.
[AGENT][NEUTRAL] OK. All right.
[AGENT][POSITIVE] All right, thank you. You too.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Is this Miss uh [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. This is she.
[AGENT][NEUTRAL] OK. So I understand your name, uh date of birth, physical address and email has been verified. And you're calling because you're stating that your disability, you think you're gonna be out a little bit longer. Is that correct?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, because I, I, uh, I know I have one. I just barely got the form. I'm fixed. I'm gonna send that off today, you know, for I know I get one more check, but I know I have to see the doctor in April again and you know, um, he had said we I might have to go on light duty and I don't think we have light duty at my job, but.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I wanted to see if y'all can extend, you know, do it for another month.
[AGENT][NEUTRAL] OK, so I can so I can assist you with what, what the protocol is for disability when you return to work date changes. That is something that goes strictly about what the physician says. So the physician will have to fill out the attending physician form and you will have to turn that in and it'll have to be reviewed.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, with y'all again like starting OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see, uh, do y'all send the form out? I don't.
[AGENT][NEUTRAL] No, the the form can be found online at [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um, so I would have to go online to get the form, look the form up for them?
[AGENT][NEUTRAL] Yes. It's the same disability claim form that you send in every month for continuing disability. You're just gonna give the portion that says attending physician form across the top. There's one that says attending physician. You need to give that to the physician for him or her to fill out, OK? And you turn that back in.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Attention to the OK. Oh, OK. Let them fill that out. OK. Is it 2 sheets, 2 forms? OK, OK, so I can keep.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I believe it's 2, I think it's 2 pages. Mhm.
[CUSTOMER][NEUTRAL] Yeah, 2 pages. OK, OK, um, like I said, I, when I go for my appointment, I'll give them that because, um, I'm not, you know, like I said, I, I gotta have something coming in. I gotta pay my bills, you know, so like I said.
[AGENT][NEUTRAL] OK, I understand. Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, I don't wanna get behind, you know, OK, well that's all I really needed to know so I guess I'll just wait till I go back to see him and then I'll get back with you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, well, nothing else I can help you with today?
[CUSTOMER][NEUTRAL] And we.
[CUSTOMER][NEUTRAL] Uh, no, ma'am. So, uh.
[AGENT][NEUTRAL] All right. Well, mhm.
[CUSTOMER][POSITIVE] OK, that's, that's it. OK. Well, thank you for help. Yes, thank you.
[AGENT][POSITIVE] That's it? OK. You're welcome, Ms. [PII]. Thank you for calling ATO. You have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Yes thank you bye bye.