AccountId: 011433970860
ContactId: ed6c46f9-cc4b-422a-ad88-3d65370a54bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274619 ms
Total Talk Time (AGENT): 87632 ms
Total Talk Time (CUSTOMER): 139145 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/ed6c46f9-cc4b-422a-ad88-3d65370a54bb_20250106T18:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling UPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I would just wanna make sure I uploaded my files on the portal.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I've been having an issue since the [PII]. I'm trying to do my claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I had to file, I had to upload them all separate, so I'm making sure that that doesn't matter.
[CUSTOMER][NEUTRAL] The making sure my claim.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so you wanna confirm that we received them?
[CUSTOMER][NEUTRAL] Yes, because when I look on that portal that I go to they're all separate.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And they're not in my original plane where I got denied because all my paperwork wasn't in yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's your policy number?
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Would that be 244-4735?
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And your date of birth and mailing address, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's your email address on file?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you for that, [PII].
[AGENT][NEUTRAL] Alright, so I do show 3 separate documents uploaded um on today, and each time you submit claim submit claim documentation when it's processed, a new claim number is assigned so it's not gonna be attached to the it's related to the previous claim but it will have a different claim number.
[AGENT][NEUTRAL] I think you kind of alluded to that before so you can't attach it you cannot attach it to an existing claim number.
[CUSTOMER][NEUTRAL] So, am I OK though like when someone gets to my claim?
[AGENT][NEUTRAL] When you say, are you OK, what do you mean?
[CUSTOMER][NEUTRAL] Like I mean they
[CUSTOMER][NEUTRAL] Like with my, my doctor's paperwork and all that that I had to send in for my claim.
[AGENT][NEUTRAL] OK, so you're saying if the.
[CUSTOMER][NEUTRAL] Would it be in separate like that?
[AGENT][NEUTRAL] Yeah, you can send it separate it's fine just as long as we receive it, and so let me look at your last, so we needed the insured statement which is yours and then your employer statement.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and my doctors.
[AGENT][NEUTRAL] OK, so insured statement employer claim form.
[CUSTOMER][NEGATIVE] I got denied from the [PII] because my doctor's office had all my paperwork mixed up. They refused to fill out financial short term.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] And so they mixed all my FMLA and APL and my financial claims all together. So he only wanted to do one. So he only gave me one paperback. So I didn't know that there was more than one. And I called y'all like 3 times and the 3rd time is when I got told that I was denied. So if I wouldn't have never called, I wouldn't have never known.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Deny because we needed additional information, you mean?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so we do
[CUSTOMER][NEUTRAL] So I was making sure that I know y'all have 7 to 10 days.
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] I was making sure I was trying to make sure I make it for.
[CUSTOMER][NEUTRAL] Uh, y'all [PII] when you roll out checks.
[CUSTOMER][NEUTRAL] Or direct deposit or whatever, I was making sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, for yeah, disability, it's released a certain time of the month. I understand.
[AGENT][NEUTRAL] So, uh, the claims are here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All righty.
[CUSTOMER][POSITIVE] Alrighty then, I was just making sure that you got them.
[AGENT][NEUTRAL] OK. Well, anything else I can assist with today, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alrighty well thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Like you said that.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.