AccountId: 011433970860
ContactId: f13ad376-b8a0-4289-8134-d7ff630ac975
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 831320 ms
Total Talk Time (AGENT): 270793 ms
Total Talk Time (CUSTOMER): 226377 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/f13ad376-b8a0-4289-8134-d7ff630ac975_20250102T17:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello sir. If I gave you my policy number, I sent a claim in Tuesday my doctor did fill out the paperwork and send it in Tuesday morning. I just wanna make sure you received it and then and that all the information on there is correct. I don't have a problem because, uh, um, I could use the dollars.
[AGENT][NEUTRAL] OK, let's take a look. Uh, what's your policy number?
[CUSTOMER][NEUTRAL] OK, it's 00810367.
[CUSTOMER][NEUTRAL] And the person who looked it up who I called last week to make sure that you know did we see the paperwork, uh, she said it was filed under Company 22. I don't know what that means it's an older account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, what is your uh first and last name, please?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And then if I could just verify please date of birth and address.
[CUSTOMER][NEUTRAL] OK, it's [PII]. Address is [PII].
[AGENT][POSITIVE] Thank you so much and then the email address on file is a [PII] account that's still valid for you?
[CUSTOMER][NEUTRAL] [PII], correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright and then the claim that was filed recently was it it was under you?
[AGENT][NEUTRAL] Under your name?
[CUSTOMER][NEUTRAL] Uh, yes, yeah, that should be under me. I'm, I'm the one the doctor send it in on Tuesday morning, she said.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK. Let me check the
[AGENT][NEUTRAL] Uh, submitted information here. Bear with me one moment.
[CUSTOMER][POSITIVE] Sure, take your time.
[CUSTOMER][POSITIVE] I'm still at home. I've been out of work since [PII], so I, I'm in, I got all day. You take your time.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright [PII], so I'm gonna check with the claims department to to look into this just to make sure we have everything. Do you mind if I place you on a brief hold for a moment?
[CUSTOMER][POSITIVE] Once again, take your time. I have no problem.
[AGENT][NEUTRAL] Alright, so is the [PII] a good callback number if anything should happen?
[CUSTOMER][POSITIVE] Yes, that is the best, uh, that's the phone I'm using right now, yes.
[AGENT][POSITIVE] OK, great, uh, one moment please I'll be right back with you.
[CUSTOMER][NEUTRAL] Sure, sure, take your time. You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling Eil [PII]. How can I help you?
[AGENT][NEUTRAL] Good morning, [PII]. This is [PII] over in customer care. How are you this morning?
[CUSTOMER][NEUTRAL] I'm doing fine, and yourself?
[AGENT][NEUTRAL] Good, thanks. Um, I have an insured on the line. His name is [PII] and he has a disability policy. He was checking to see if we had received his forms. Um, I'm having a hard time finding them. I was wondering if you could help me with it. It's an older policy.
[CUSTOMER][NEUTRAL] OK. So what's the policy number?
[AGENT][NEUTRAL] It is 00810367.
[AGENT][NEGATIVE] And I had to pull it up in lion through that company 22 instead of doing the 01.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] Cause I can't even pull that policy number up and I'm not sure what the
[CUSTOMER][NEUTRAL] But the company 22 is, so, um, you said it's 00810367?
[AGENT][NEUTRAL] Mhm, yeah, so when you open lion.
[AGENT][NEUTRAL] Um, you know, and you put in, I'll have to close my note just so.
[AGENT][NEUTRAL] So when you sign on to Lion it has your sign on and then it asks for company and we always put in 01 and then enter. I had to log out of it completely and then in the company box put 22 to pull his policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK hold on let me.
[CUSTOMER][NEUTRAL] Let me just log into another one.
[CUSTOMER][NEUTRAL] Did he say when he sent them in?
[AGENT][NEGATIVE] He said they were sent in last Tuesday and then in the notes, I saw that he did speak with somebody and they're saying that um they were faxed from their provider just hadn't been uploaded, but I can't even find a claim, so that's why I was confused.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, I don't see any claims since 22.
[AGENT][NEUTRAL] I know, and then in the notes it's like insured call to confirm disability documents have been received from provider's office, faxed over, and this was on the [PII] and then I went to Onase, so I didn't know since if this was like since it's older, if there was a different way to check for these documents if I was missing something.
[CUSTOMER][NEUTRAL] Um, something calling premises documents have been received from his that were faxed over his phone inbox don't have been uploaded yet and should also.
[CUSTOMER][NEUTRAL] At least he meant to put they haven't been um um uploaded as of yet um if you recall he was going to.
[CUSTOMER][NEUTRAL] Yeah, I'm thinking they might not have sent them um over because when I go on OnBase and if we receive something.
[CUSTOMER][NEUTRAL] It would show in the system.
[AGENT][NEUTRAL] Under claim, right?
[CUSTOMER][NEUTRAL] Yes, so I don't see anything so if you said they sent them over on Tuesday of this week?
[AGENT][NEUTRAL] No, we were saying last week.
[CUSTOMER][NEGATIVE] Yeah, like that, I mean, and it doesn't, even though it's been a holidays, but it takes about 48 hours, like I don't see anything that we haven't received um at all, like I said since [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I mean if, if it was taxed so it would have been uploaded already. So the only thing I could suggest would be for them to resend it over, yes.
[AGENT][NEUTRAL] Have them resend it.
[AGENT][NEUTRAL] OK. OK. I just wanted to make sure I wasn't missing anything cause I think he was advised that we had received it. So, like I said, I just was double checking. I wasn't missing anything.
[CUSTOMER][POSITIVE] Yeah, that's no problem.
[AGENT][POSITIVE] Alright thank you so much for checking on that with me I appreciate you.
[CUSTOMER][POSITIVE] No problem. You're welcome.
[AGENT][NEUTRAL] Alright bye bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] [PII], thank you so much for your patience and waiting on that. So I spoke to an agent over in the disability claims department and was just wanting to verify that we had received documentation, um, because I do see that you had called last week and spoke to somebody, so at this point.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] We don't show that we had received any of the documents yet from the provider so I would be reaching out to them and making sure that they um submitted it to the right fax number I can give you that, but we don't have anything on our side that I can see unfortunately.
[CUSTOMER][NEUTRAL] Hm, OK, let me, uh, get a pencil here.
[CUSTOMER][POSITIVE] Interesting.
[CUSTOMER][POSITIVE] Alright, uh, good day.
[AGENT][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] Um, so the fax number for claims is 877.
[CUSTOMER][NEUTRAL] 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 942-3 yeah that's the number I gave them. I don't, I'll call up to make sure they use that number and uh because that's what sort of paperwork here.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, because the claims um examiner stated, you know, if it was sent last week, it should definitely be uploaded by now and you know, um, unfortunately I didn't see anything and I double checked with her to make sure I wasn't missing anything. She didn't see anything on her end either.
[CUSTOMER][NEUTRAL] OK, all right then I will give them a call back and uh.
[CUSTOMER][NEUTRAL] Have to see if they if they use the correct uh fax number.
[AGENT][POSITIVE] OK, if there's anything else we can help with, feel free to give us a call back, [PII], OK.
[CUSTOMER][NEUTRAL] Well, I have a question. If I call them today and say they did use the wrong fax number or they resubmit it, re fax it.
[CUSTOMER][NEUTRAL] Um, when's a good time to call back to see if they, they did it correctly and you did receive the paperwork.
[AGENT][NEUTRAL] We should be able to see it in our system by end of day if they send it today, so we're here until [PII] central time so you can check um with us up until that time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright then, let me give them a call back because like I said I haven't got paid since the [PII] and uh I could use the money now. You sound like that commercial. I could use the money now, uh.
[AGENT][NEUTRAL] I hear you
[CUSTOMER][NEUTRAL] OK, I will give them a call and if not I'll just, even if they did send it I'm gonna ask them to resubmit it.
[AGENT][POSITIVE] Yes, please, yeah. OK, sounds good.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] Yeah, you're welcome. Take care.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.