AccountId: 011433970860
ContactId: ef236e9e-767a-4f06-819d-0d6c04403e84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 742599 ms
Total Talk Time (AGENT): 247573 ms
Total Talk Time (CUSTOMER): 210566 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/ef236e9e-767a-4f06-819d-0d6c04403e84_20250110T21:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling Aillow's [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm just calling on to see my benefits.
[CUSTOMER][POSITIVE] I got my policy number right here.
[AGENT][NEUTRAL] OK, give me one second. I'm just trying to get to that screen. Uh, give me 1 2nd.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And um what type of policy is it for?
[CUSTOMER][NEUTRAL] For my
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK. What's your policy number?
[CUSTOMER][NEUTRAL] Policy number is 253-6286.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Hm, can you repeat that again? I must have put it down wrong. 25.
[CUSTOMER][NEUTRAL] 253 6.
[CUSTOMER][NEUTRAL] 286.
[AGENT][NEUTRAL] OK, I had it. 386. OK, um, can you verify your date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. I'm on [PII], and [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], thank you for that. You said you had a question about your benefits?
[CUSTOMER][NEUTRAL] Yes, I filed it. I, uh, faxed in all my, uh, paperwork last, uh, December, and on the very last page was my direct deposit. Just wanna make sure that you guys received it. You guys mailed me a check last month. I wanna verify that you received my direct deposit information.
[CUSTOMER][NEUTRAL] Number one, and then after that I have another question.
[AGENT][NEUTRAL] OK, I don't see that we have a direct deposit information on file, but let me see if we received a form for give me one sec.
[CUSTOMER][NEUTRAL] Yeah, I faxed it in with all the other documentation, so maybe it just got slipped in there. It was in with the short term disability forms. It was the very last page.
[AGENT][NEUTRAL] Are you referred to when it was first sent in or do you have like a date when it was sent in?
[CUSTOMER][NEUTRAL] And I did
[CUSTOMER][NEUTRAL] It was December.
[CUSTOMER][NEUTRAL] [PII] I believe or [PII]?
[CUSTOMER][NEUTRAL] We did it by certified uh by through FedEx, so I know it went through.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] Why not let me do that. Uh, let me see what's this.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Give me a sec. I have a few documents for that date, so I'm just trying to see which one it is. So give me one moment.
[CUSTOMER][POSITIVE] Yeah, it's no problem.
[CUSTOMER][NEUTRAL] I submitted in the December uh file of my disability.
[AGENT][NEUTRAL] OK, I see that it's there. Um, let me reach out to, give me one second. I need to ask a question about that. Uh, see, I'll put you on a brief hold.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] I'm doing OK, and yourself?
[AGENT][NEUTRAL] Um, can you wait, you know what? I can probably share it. Hold on. I have a caller on the line and
[AGENT][NEUTRAL] They were trying to find out, I guess they check.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, because he sent in a direct deposit form when he sent in the, his disability, but it looks like on here it was sent by check.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yes, um, it's with the claim number you just right, it's on page 9.
[AGENT][NEUTRAL] He had savages just wanted to ask.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The next one?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, but.
[AGENT][NEUTRAL] OK, Mr. [PII], thank you for uh for holding. Um, did you get the, the check from December?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Did I get what? Oh no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you get the, the first, the one in December?
[CUSTOMER][NEUTRAL] Yes, I did get the check from December.
[AGENT][NEUTRAL] OK, so I spoke with the rep that processed the claim. Um, she basically stated it was an, um, it was an oversight, um, so I showed her where the direct deposit information is. Um, she's gonna send that over to the department to update on your file. Um, so, um, as long as they get it entered before your next one, it'll be direct deposit. Um, however, you would, um, I'm not sure if you sent in, but
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] We need your, um, portion of the claim form, um, for the next payment because I believe you have to send that in every time.
[AGENT][NEUTRAL] Um, for, for.
[CUSTOMER][NEUTRAL] OK, that's, that's what I was gonna ask because, uh, the paperwork, if I can have talk to somebody else on the paperwork, I, I can read uh fax it, uh, for January. I just made sure last time it was supposed to be, um.
[CUSTOMER][NEUTRAL] But the physician forgot to put in till [PII] or something, so I had to go in again. I just want to verify only if I had to submit the paperwork again or have to go see a physician all over again because the physician filled out all the paperwork correctly, I believe this time. So I just want to talk to a claim uh representative or expert to verify that I just have to submit.
[AGENT][NEUTRAL] Well, I am a representative and I just spoke to the person that does the disability, but she told me to let you know that you need to send in your portion of the claim form. You don't have to go back to a doctor to have them to do anything. So it's only your, um your the, your statement portion on that, on that form. So if, I mean, if you can either back or if you have access to the online portal.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Um, you can upload it to there, um, but that's what what we would need for your next payment.
[CUSTOMER][NEUTRAL] For and.
[CUSTOMER][NEUTRAL] Perfect, perfect. I'll get that submitted today or tomorrow or, uh, yeah, today or tomorrow. Can you verify the pages I need to submit to you guys because you guys already have the physician, uh, ones which ones do I have to refill to submit or do I just fax over the same paperwork at last time and just update the dates?
[AGENT][NEUTRAL] It's let me see what page it's gonna be the same, but it's only like say your portion, um, so let me see if I can find out which.
[AGENT][NEUTRAL] Um, it should say it on there, but let me look and see. Hold on one second.
[CUSTOMER][NEUTRAL] [PII] B [PII] is what this direction.
[AGENT][NEUTRAL] I 4 186 um.
[CUSTOMER][NEUTRAL] Oh just a moment.
[CUSTOMER][NEUTRAL] I can do the first week.
[AGENT][NEUTRAL] So it says um statement of insured. So it's gonna be section A um and it's really gonna ask you for the same information over. Um, let me see.
[CUSTOMER][NEUTRAL] 26
[AGENT][NEUTRAL] Yeah, it looks like it's page, um, you're sitting on page 12, and 3. Page 1 is just, it just explained information and like I said, you're gonna complete the section that says the um statement of insured.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect and then.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I said the only portion that you don't have to send in is the, the attendant physician information and that's page 6 through 8. So that's the only thing that you don't have to send in, but just your portion.
[CUSTOMER][POSITIVE] Perfect. And then all the information, the documentation from the physician states, uh, it's all I'm covered all the way to [PII], I believe, or sometime in March. So I only have to submit my portion and everything else is filled out correctly from the doctor, and I'll have no problem getting my.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, so it looks like it's page 1 to 5 because on page 5 is where you sign it and date it. So 1 to 5 is the, is your portion.
[CUSTOMER][POSITIVE] Perfect. Sounds like a plan. I'll get that resubmitted to you guys today or tomorrow, um, and then, yeah, we're good to go. Thank you so much. You've been a tremendous help.
[AGENT][POSITIVE] No problem, Mr. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. So if you got the direct deposit, I'll have those pages 1 through 5 submitted to you guys, and I don't have to go see a physician anymore until up to March and hopefully I can get back to work as soon as possible, uh, from March.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Alright perfect sounds like a plan, is that correct? Awesome, sounds like a plan. Thank you so much. You have a wonderful day.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Well, Mr. [PII], and thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Alright bye.
[CUSTOMER][POSITIVE] Thank you bye.