AccountId: 011433970860
ContactId: f65ddcaf-1b9d-4e26-97e8-2c80619aa71c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172130 ms
Total Talk Time (AGENT): 44998 ms
Total Talk Time (CUSTOMER): 100061 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/f65ddcaf-1b9d-4e26-97e8-2c80619aa71c_20250306T14:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], [PII], this is [PII]. How are you doing?
[AGENT][POSITIVE] Hey, good. How about you?
[CUSTOMER][POSITIVE] I'm good happy Thursday can't wait for Friday for sure.
[AGENT][POSITIVE] Yes, I am there with you.
[CUSTOMER][NEUTRAL] I think we all trying to be there, but um I have Ms. [PII], she's calling for her husband and I did speak with her husband and got um permission from him to speak with her in regards to his claim. It's on a disability and it looks like we processed as um need to review their policy as far as workers' comp it's on a short term disability and if it's not just in a um.
[CUSTOMER][NEUTRAL] Oh Lord, my brain just went blank, a rejection letter, but she is stating that they're not on workers' comp or he's not on workers' comp, but I looked at the.
[CUSTOMER][NEUTRAL] The claim and it looks like they marked it as pending under the workers' comp and I was trying to explain that to her but I didn't know what other information they can provide to show that it's not a workers' comp claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Um, I'm sorry, it's a lot. It's uh 248-46008.
[AGENT][NEUTRAL] And is it on that first claim?
[CUSTOMER][NEUTRAL] Uh, she gave me claim number 356-827-1.
[CUSTOMER][NEUTRAL] But those are the same like um theol is.
[CUSTOMER][NEUTRAL] And I do have a callback number. Go ahead.
[AGENT][NEUTRAL] So they, so they're saying that they, that was filled out incorrectly?
[CUSTOMER][NEUTRAL] Well, I didn't, she, she is saying that it wasn't workers' comp, that they never filed workers' comp, so they don't have a like a rejection letter since it was never filed and since it wasn't a workers' comp um accident.
[AGENT][NEUTRAL] On the form.
[CUSTOMER][NEUTRAL] But she's want to know what information they would need to submit to show that it's not.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK. I will have to probably call them back. I have to check with [PII] regarding that and give them a call back, have her give them a call back.
[CUSTOMER][NEUTRAL] OK, and I got the call her callback number, she is with her husband.
[AGENT][NEUTRAL] OK, she's needing to speak with someone at this moment, or is she OK with someone when giving her a call back regarding that?
[CUSTOMER][NEUTRAL] Um, I can ask her real quick. Do you want me to?
[AGENT][NEUTRAL] Yeah, if, if so, you can check um they we'll have, we'll have somebody take a look at it and give them a call back if she says yes, if you just take her number and send a hub request.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And I
[CUSTOMER][NEUTRAL] I'll stick it out there. All right, let me check with her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.