AccountId: 011433970860
ContactId: f5ef44cd-497f-4ea7-bf37-46e271627f75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 801119 ms
Total Talk Time (AGENT): 301523 ms
Total Talk Time (CUSTOMER): 372688 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/f5ef44cd-497f-4ea7-bf37-46e271627f75_20250103T21:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Uh, yes, I was, I called Tuesday and I called again yesterday being a pain because I could use the money. Uh, I was just checking to see the status of a claim that I filed to see if it, it has come through yet. They said it hasn't come through and it was sent in twice.
[AGENT][NEUTRAL] Sent in twice. OK. Well, I can definitely check the um claim status for you and let you know where it is um in the process. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it's [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is 00810367.
[CUSTOMER][NEUTRAL] And speaking to the persons I talked to before, and not to cut you short, you may not find it it's under Company 22.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, that makes sense. OK, hold on one second.
[AGENT][NEUTRAL] As soon as you said that it dinged like wrong. So hold on one moment, let me open up 22.
[CUSTOMER][NEGATIVE] That's what I'm hoping when it was sent in and everything. I hope the people who are uh looking at it understand it's under the company 22 and they just don't disregard it and say oh I would he don't have a policy here. Um, that's what I'm hoping that's why I keep calling.
[AGENT][POSITIVE] And that's totally fine. That's what we're here for. You can call as often as you like.
[CUSTOMER][NEUTRAL] Right, I haven't got paid since the [PII], so I could use the money.
[AGENT][NEUTRAL] Right, because bills are due.
[CUSTOMER][NEUTRAL] Yes they are.
[AGENT][NEUTRAL] OK, so I have you pulled up here and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, it's [PII] [PII] and what was the last thing you asked me?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] Oh, is FJ my last name [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I do see that a claim came in on [PII] and it is in processing. So for disability claims, um, it's usually a 7 to 10 business day turnaround from when we receive it. So, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I will call around the [PII] or the [PII]. It should be done by then, but you can call before then if you like.
[CUSTOMER][NEUTRAL] Oh, well, that
[CUSTOMER][NEGATIVE] Yes, but that doesn't work for me. I, because you guys only put out, you only send the money out on the [PII] of each month. That's gonna, that's not gonna work for me. I means I'm not gonna get paid again for another month. That means I'm not gonna get any money for 2 months.
[AGENT][NEUTRAL] No, no, no, that's not how that works. So if
[CUSTOMER][NEUTRAL] OK, please explain it to me. I'm wrong then. I'm glad I'm wrong.
[AGENT][NEUTRAL] No, it's, it's OK. Um, I'm just saying the [PII] or the [PII] at the latest, but funds are dispersed on or around the [PII]. If the if the claim whenever the claim is done, you're gonna receive your funds. It's not they're not gonna hold it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK fantastic. That's, that's definitely what I wanna hear and I did receive the claim and all the information seems to be OK. That's my worries that there's no problem because I make the doctor sent a fax it in for me to make sure that uh everything was sent in right. I just wanna make sure there's no problem. It does it seem like there's a problem you can't tell or it's just the file claim was filed.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][POSITIVE] Because if anything needs to be corrected, I'm gonna see her on Monday and I can have her correct whatever needs to be corrected.
[AGENT][NEUTRAL] OK, um, hold on one moment. I'm pulling up the documents that were received to, well, I'm trying to, to see if I can.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, because it's [PII], it's, it's not going to show me. Um, so there's two things, because it's in processing, like I just see zeros. Now, if anything is needed though, that whoever is examining that you will be contacted with, you know, whatever is needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, that's fantastic. Will they be calling me, texting me, or emailing me, do you know or how they usually respond ask questions? They don't send the letter in the mail, do they?
[AGENT][NEUTRAL] Um, it depends. Sometimes they do, um.
[AGENT][NEUTRAL] I wonder, let me, you know what, let me reach out to claims and see if there's a way that we can see what was received and just
[AGENT][NEUTRAL] If, if we can access it.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] That is no problem. Take your time. I appreciate the effort. Thank you.
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] You're very welcome. Um, hold on one moment, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling AP. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. Sorry, how are you doing today?
[CUSTOMER][POSITIVE] I'm doing OK, sir.
[AGENT][NEGATIVE] I'm so sleepy.
[AGENT][NEUTRAL] Um, I need some help. So, you know how we can look on OnBase if a claim comes in to like see what documents were received.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can we do that same thing if it's company 22?
[AGENT][NEUTRAL] Because I tried to put it.
[CUSTOMER][NEUTRAL] Yeah, I don't know what Company 22 is.
[AGENT][NEUTRAL] 0, 22 is like where the old policies are and um I was gonna say Dia.
[CUSTOMER][NEUTRAL] You know, I, I think I had the same call yesterday. Uh, let me see. Uh, what's up.
[AGENT][NEUTRAL] Because I tried to do it, but I don't even see 2024. It's 810367.
[CUSTOMER][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] I think this is the same one I had yesterday and I didn't see nothing. Hold on.
[AGENT][NEUTRAL] And I didn't check the notes either.
[CUSTOMER][NEGATIVE] Well, it was, um, the call wasn't transferred to me, it was.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They called to ask that same question. I think, I don't, it wasn't the care team, it was, I forgot what team it was. Uh, let me, let me go back out. And it, I can't remember how I did it.
[CUSTOMER][NEUTRAL] Cause I know you have to put 22 on the front screen instead of 01. Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, this, they called yesterday. There's no, um, actually talked to two people yesterday.
[CUSTOMER][NEUTRAL] Uh, yes, no claims on file. Let me see the last one was that.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Well, wait a minute, because now I'm confused because yesterday he called, but we received the claim yesterday. Like it's in, it's in [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So when I
[CUSTOMER][NEGATIVE] So where are you sending because there's nothing, oh shuck, hold on.
[CUSTOMER][NEUTRAL] 671.
[AGENT][NEUTRAL] Or maybe it didn't come in, you know, when you all talk.
[CUSTOMER][NEUTRAL] And now it's in there, so it must have come in like in the evening, yes, because when I think that's the one where they called and asked me and I didn't see it and it might have been when they first called so they must have sent it.
[AGENT][NEUTRAL] After.
[CUSTOMER][NEUTRAL] Later on
[CUSTOMER][NEUTRAL] Um, so let me even see if I can see it in on base here.
[AGENT][NEUTRAL] I tried, but I don't even see anything for 2024 in on base. The the latest year I see is 22, but I was wondering if that's because it's company 22.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know what, let me try to see if I can bring it up by the mail number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yes, so you would have to bring it, do um the claims look up and you can see it, but it looks like it's still in.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Still in um what you call it, but I do see it.
[AGENT][NEUTRAL] What um mail number did you use because I only see the 010325.
[CUSTOMER][NEUTRAL] Yeah, that's it. 10, you put in 103251 and then the other one is 2.
[AGENT][NEGATIVE] Oh, wait a minute, you lost me. OK, hold on, claims look good.
[CUSTOMER][NEUTRAL] Well, you know what, hold on one second because that's.
[AGENT][NEUTRAL] Mail number.
[CUSTOMER][NEUTRAL] Uh, hold on one second. So you put in a mail number that's in, um, you don't, you don't put the first number, you just put, well, this is a 0, you don't have to put that. So you put the 10325 and then 1.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the other claim number is gonna be a 2 instead of a 1 at the end.
[CUSTOMER][NEUTRAL] But is this showing um that he's applying for disability it's that's claim form.
[CUSTOMER][NEUTRAL] And let me see what else he has.
[CUSTOMER][NEUTRAL] Yes it's it's the it's a disability claim form that he submitted um let me see what the other one is.
[CUSTOMER][NEUTRAL] 10325.
[CUSTOMER][NEUTRAL] And it's actually the top one because when you pull it up, there's two claims in there. The other one does not, doesn't belong to that member.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] Oh, I see that [PII]. OK, so do I so I need to do the 2?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, um, the one on top, so they, they're both the same, um, as far as the male numbers, they're both the same, so he just, um, we just received the, the disability claim form for to apply for disability. That's all we have.
[AGENT][NEUTRAL] 103252.
[AGENT][NEUTRAL] OK, um, does it, does it look like anything is missing?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Let me see, cause I don't do this, but I can see if there's
[AGENT][NEUTRAL] I just need to know if you, because I can't get to what you see. I see a whole another claimant's name on here.
[CUSTOMER][NEUTRAL] Well, so when you pull it up in OnBase, there's 2 for that mail number and you just click on the top one that says [PII]'s index and you can, and you can see the one for [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, thank you.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] But right, I mean, I'm showing that we have what we needed for right now, um.
[CUSTOMER][NEUTRAL] They just have to review it, I mean, because he's way past that, that time frame, I mean, not the time frame, but.
[CUSTOMER][NEUTRAL] Um, you would just have like that waiting period, but yeah, they, um, but just looking at him, looks like we have what we need because it shows.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Information on there so I mean if they need anything else they'll send helping out but.
[CUSTOMER][NEGATIVE] Like I can't even see the
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't even know if I can see the policy to see.
[AGENT][NEUTRAL] Oh no, it's OK. After you told me how to pull it up, I could, I see what I need, um, and if, if some this, this, I don't see the employer part, but um.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I just see the employee and the physician.
[AGENT][NEUTRAL] But I can um let him know that we had, we've received his claim form and if anything else he'll be notified. That's what I'm gonna say.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. Well, thank you so much. I appreciate you.
[CUSTOMER][POSITIVE] You're welcome. No problem.
[AGENT][POSITIVE] Alright, have a good weekend. Happy [PII].
[CUSTOMER][NEUTRAL] Same to you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Uh-huh, bye.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. Um, so I was just speaking with the claims rep and we did, um, we were able to locate the documents and from what we see, I mean, of course, I'm not a claims examiner, but from what we see, you have all the parts here, so, um, I can't tell you if anything is missing.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh good.
[CUSTOMER][POSITIVE] Right, right, I appreciate that. Thanks.
[AGENT][NEUTRAL] Because I, I don't see it.
[CUSTOMER][POSITIVE] I thank you very much.
[AGENT][POSITIVE] You're very welcome. Well, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, you've been very helpful already. I appreciate you looking into that and that means a lot. That means I might get some money soon. Thank you very much.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a great weekend and happy New Year.
[CUSTOMER][POSITIVE] And also to you, thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] All right bye.