AccountId: 011433970860
ContactId: f0bce2de-3207-4363-9324-3e47de2d97dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255509 ms
Total Talk Time (AGENT): 79419 ms
Total Talk Time (CUSTOMER): 96700 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/f0bce2de-3207-4363-9324-3e47de2d97dc_20250421T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII] with uh Partners Benefit Group. I am um online trying to print um a continuance for a short term disability claim that we have for with y'all.
[CUSTOMER][NEUTRAL] Do I, I don't see where it has the actual words like continuing. Do I just print?
[CUSTOMER][NEUTRAL] The doctor's portion.
[AGENT][NEUTRAL] Um, it's just the employee.
[CUSTOMER][NEUTRAL] For the member of the attending.
[AGENT][NEUTRAL] Have they already started the process and been paid already?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Oh yeah, this is like his 3rd or 4th month and they're just trying to, instead of waiting on a form to come in the mail because it's the way the mail has been, you know, they're always real behind to get there by the time they get the doctor to fill it out. So she asked me just to print one and scan it to her. So that's what I was trying to do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, it's actually the employee statement. That's the one that we'll need.
[CUSTOMER][NEUTRAL] OK, but don't you need the attending position statement too? Last month that's what they had to do.
[AGENT][NEUTRAL] Um, usually it's just the.
[CUSTOMER][NEUTRAL] The doctor doesn't have to fill out something.
[AGENT][NEUTRAL] Unless, unless there are they, if something's changed, usually we just take the first attending physician statement and then um do you have the policy number of the member by chance?
[CUSTOMER][NEUTRAL] Yeah, it's, yes, that way you can pull it up and tell me 1092735.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Like I'm looking at the one that they just did, and it's the attending physician statement because I mean, he's still out, so the doctor had to.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, let's see. So, what was his name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you so much.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me pull this up. I thought it was just the employee statement, but I might be incorrect. I done one last week. Let's see.
[AGENT][NEUTRAL] OK, do we have here.
[AGENT][NEUTRAL] OK, I'm pulling it up. Just give me one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, looks like complete the enclosed form, shared portion completed by your physician.
[AGENT][NEUTRAL] Yes, OK, and
[AGENT][POSITIVE] Yeah, the only time we need the employer statements when they return back to work, but yes, that's correct, the attending physician, so sorry about that.
[CUSTOMER][NEUTRAL] No, it's OK. So only the, uh, I just do it just says disability claim form attending physician statement. I do, um, it's two pages is it page 6 and page 7 of the.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Claim form I just wanna make sure because.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Uh, let me make sure I'll pull that up too while I've got you on here. Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry. I just
[AGENT][NEGATIVE] Pretty sure that's right. No, you're fine. No.
[AGENT][NEUTRAL] OK, let's see, so that one.
[AGENT][POSITIVE] Yeah, that's right. Page 6 and 7. That's, that's correct.
[CUSTOMER][POSITIVE] OK, OK, great, thank you so much I hope you have a good day.
[AGENT][POSITIVE] OK, thanks for calling APLU as well.
[CUSTOMER][POSITIVE] Thank you bye bye.