AccountId: 011433970860
ContactId: f980081d-4cd6-4493-9b7d-679e56b6dbb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 559840 ms
Total Talk Time (AGENT): 158982 ms
Total Talk Time (CUSTOMER): 171091 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/f980081d-4cd6-4493-9b7d-679e56b6dbb7_20250515T14:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] with Southeast Insurance Group. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm good I'm good. I'm calling to inquire about a claim for one of my clients. I was hoping you could help.
[AGENT][NEUTRAL] OK, sure. Do you have the policy number for that um member?
[CUSTOMER][NEUTRAL] I do. Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 254-539-5.
[AGENT][NEUTRAL] OK. And what was the member's name, date of birth?
[CUSTOMER][NEUTRAL] First name is, yep, first name is [PII]. Last name is [PII]. Date of birth is not in the portal. OK, hang on a second.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much. And then can you verify a callback number in case we're disconnected and a good email address?
[CUSTOMER][NEUTRAL] Sure, uh, my phone number is [PII], and that's my direct line.
[CUSTOMER][NEUTRAL] And my email address is [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you so much.
[AGENT][NEUTRAL] OK, and we're checking on a claim for him, right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Get that pulls up.
[AGENT][NEUTRAL] OK, and what date of service was that for?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let's see, I have to pull up the claim.
[AGENT][NEUTRAL] For his disability.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I've only got one on file, so I'm sure that's it. Um, it looks like we've got that.
[CUSTOMER][NEUTRAL] It's, that one's it
[AGENT][NEUTRAL] Got that initial claim. Looks like we're checking for pre-existing, so we need past medical history based on the effective date of coverage.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we sent a form to him to complete and return.
[AGENT][NEUTRAL] Um, let me see what date we sent that was on.
[AGENT][NEUTRAL] I was on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would you mind sending me a copy of that?
[AGENT][NEUTRAL] Um, I don't have a copy of the form. Let me see. It claims my, let me pull this up real quick and make sure I don't know.
[AGENT][NEUTRAL] I don't think we do.
[CUSTOMER][NEUTRAL] Yeah, if I could get a copy of that, you know, some folks just they they don't open their mail, they'll throw it away.
[CUSTOMER][NEUTRAL] Um, I could have got lost, you know, any of those things, but if I could get a copy of it, I would email it to him and uh try to get that back to y'all as quickly as possible.
[AGENT][NEUTRAL] OK, let's see if this is not that's.
[AGENT][NEUTRAL] OK, let me get you over to our claims department and see if they can provide a copy of that form. Um, do you mind if I get you transferred over there?
[CUSTOMER][POSITIVE] Yeah, that would be great.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] on the care team. Um, I've got a broker on the line who's trying to assist a member with the form that we send for the pre-existing questionnaire. Um, I don't see the form in OnBase, and she wanted to see if she could get a copy of the form, um, to help the member because she said sometimes they don't open mail and stuff like that, so.
[CUSTOMER][NEUTRAL] OK, so they need an email of the preexisting form, the position form?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. Uh, give me just a second, um, because I
[CUSTOMER][NEUTRAL] Don't think we're able to send emails out anymore, let me see.
[CUSTOMER][NEUTRAL] But I, I think we were advised that, I think the care team sends out emails, but that not.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Is that wrong?
[CUSTOMER][POSITIVE] Let me because I think we just got like a whole new like thing for like.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] We don't send direct emails anymore that it.
[AGENT][NEUTRAL] Oh, for the form
[CUSTOMER][NEUTRAL] Um, I just wanna make sure I do this right because we get so I get so many updates and emails, um.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] I'm sorry, give me just a second.
[AGENT][NEUTRAL] Short term disability claim form. I was looking on the.
[AGENT][NEUTRAL] AFA claim form. I'm trying to see if I see a form.
[AGENT][NEUTRAL] Request of ownership.
[CUSTOMER][NEUTRAL] Alright, give me just a second.
[AGENT][NEUTRAL] I don't see the, I see it, we have a huge list of forms.
[AGENT][NEUTRAL] But I don't see it in there.
[AGENT][NEUTRAL] OK, let's see. Maybe I'm missing it then.
[AGENT][NEUTRAL] Uh, pre
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Form template on SharePoint can be utilized. Is this form on?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine. I can go ahead in the system. Um, what was the, the, the policy number?
[AGENT][NEUTRAL] It's 254-539-5.
[CUSTOMER][NEUTRAL] OK and the name of the broker?
[AGENT][NEUTRAL] Uh, the broker is [PII]. She's with Southeast Insurance.
[CUSTOMER][NEUTRAL] OK, and their callback number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thank you. Sorry about that. I'll have to just check the procedure. I have so many things change. I just can't remember what they told.
[AGENT][NEUTRAL] Yeah, I will send a.
[AGENT][NEUTRAL] Yeah, I'll, I'll send a message on, um, teams just to clarify because I don't see it in this form and I don't see it mentioned so, um, but I'll clarify that sorry about that, um, but yeah, if she, if in fact.
[CUSTOMER][NEUTRAL] Oh no, you're fine. It, it could be my error. Um, let me verify on my end and then if anything changes then I'll reach back out to you, [PII].
[AGENT][POSITIVE] OK, OK, perfect. OK, [PII], um, I'm gonna introduce you and then I'll release the call, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, [PII], thank you so much for holding. I've got [PII] on the line and she's gonna assist you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you for holding, [PII]. This is [PII]. How can I help you today?