AccountId: 011433970860
ContactId: f6667211-453e-450f-8e8c-12657485bd6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222759 ms
Total Talk Time (AGENT): 140156 ms
Total Talk Time (CUSTOMER): 92584 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/f6667211-453e-450f-8e8c-12657485bd6c_20250204T22:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII], with whom am I speaking? How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm good and you?
[CUSTOMER][NEUTRAL] Doing all right thank you getting close to the end alrighty so I've got um an individual on the line calling regarding his uh disability policy um I just wanted to double check um he does have a couple of very recent claims he said he's going back to work tomorrow, um, and he wanted to make sure that he's going to be getting that last check. I don't see anything regarding that, um, so I was just wondering if you could take a look, um, and let me know if there's anything additional he needs to do. Sure.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK, give me one second. What's that policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am, it is 02243793.
[AGENT][POSITIVE] OK, thank you, [PII]. One moment while I get that looked up for you. Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] I did look on the last claim um and it's.
[AGENT][NEUTRAL] What, what, what is his name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So he's going back to work tomorrow. So, that's what you're telling me, right? OK.
[CUSTOMER][NEUTRAL] Yes, oh, there's regular correspondence, yes.
[AGENT][NEUTRAL] Alright, so, um, disability claims have to be filed, uh, every month until you return back to work. So seeing as how we're in the month of February, he needs to file a claim for February if it's just, uh, from [PII], he needs to file that claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, um, I did see the note on that last claim, uh, prompting for information to be filled out. I was just wondering if anything was sent to him. I did look in the correspondence. I didn't see anything. I think that was my biggest question.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me take a look. Let's see.
[AGENT][NEUTRAL] OK, let's take a look. PE 106. Let's see what that says.
[CUSTOMER][NEUTRAL] Otherwise, of course I can just send him another claim form.
[AGENT][NEUTRAL] OK, no problem. One moment. Just give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Continuing disability claim in order to assist you doing this disability.
[AGENT][NEUTRAL] Uh, period of disability, please have the following information completed on the enclosed form. Ensure its portion to be completed by you, physician's portion to be completed by the doctor. You may have your employer complete that portion when you return to work. Please contact the office immediately if you are released from your doctor's care or if you return to work. OK? So that's what that remark code says that went out with that last payment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, and let's see what else [PII] is saying.
[AGENT][NEUTRAL] Uh, American Airline disability claim form requested to be mailed today, so she's mailed him a claim form. Uh, the latest claim paid benefit up to [PII] requested updated physicians form if off longer than anticipated. Return to work date is [PII]. Next benefit will be paid after.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 22 1524, so it's just what I just said. He needs to file a claim. We have him down for returning to work tomorrow and he's only gonna be paid for [PII], and he'll get that on after the [PII]. Mhm, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so once that that form has been mailed to him, so all he has to do is wait for that, send it back to us, and then he'll get the payment for those 5 days.
[AGENT][NEUTRAL] Yeah, she's saying in her notes, her notes said she mailed it to him. She requested that it be mailed. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So I mean worst case I can just send him another claim form OK I just wanted to make sure that was all he needed I appreciate your help thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] Alright you too bye bye