AccountId: 011433970860
ContactId: f98ab968-5013-45d2-84e2-f6105bdfea3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 512919 ms
Total Talk Time (AGENT): 198936 ms
Total Talk Time (CUSTOMER): 208501 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/f98ab968-5013-45d2-84e2-f6105bdfea3e_20250303T21:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] Hey there. My name is [PII], and I work with Southeast Insurance Group in [PII], and I have a uh short-term disability claim question for one of my clients.
[AGENT][NEUTRAL] OK, um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, yep, my phone number is area code [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And what's the group number?
[CUSTOMER][NEUTRAL] Uh, let's see, the group number.
[CUSTOMER][NEUTRAL] 18588
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Hm, that sounds like a group number. Um, oh, that is a good number. I do apologize.
[AGENT][NEUTRAL] OK, bear with me just a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, uh, what's the name of the group and the mailing address on file?
[CUSTOMER][NEUTRAL] Yes, the name of the group is called PA IQ. The address is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you're calling um from the group or the broker's office?
[CUSTOMER][NEUTRAL] The broker's office.
[AGENT][NEUTRAL] Got you. What's your email address for verification?
[CUSTOMER][NEUTRAL] My personal email address is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. OK, thank you. All right. And what is your question about the the uh the disability?
[CUSTOMER][NEUTRAL] Yes, so there's a particular member with this group. His name is [PII], and he filed a short term disability claim, and it's stating, um, he got a letter in the mail stating he needs his employer to complete their portion of the um of the claim.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Uniform. Mhm, yes.
[CUSTOMER][NEUTRAL] before it can be processed and from what I could tell, the only thing that was missing from the employer portion was just the employer's name and signature, but I was hoping that you could check and make sure that's all that's needed before I send it back.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, alright, let me go ahead and pull that particular number.
[CUSTOMER][NEUTRAL] And I do have his policy number if you need it.
[AGENT][POSITIVE] Oh yeah, you can go ahead and give it to me.
[CUSTOMER][NEUTRAL] Alright, the policy number for the short term is 2120408.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, and let me check the documents. Do you have his date of birth just for verification?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, let me find it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me pull the paperwork.
[CUSTOMER][NEUTRAL] I do have it when you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so the claim number is
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me also look at the notes.
[CUSTOMER][POSITIVE] Yeah, no problem, just take your time. I just wanna make sure that I don't have to, you know, let's get it all sent in at one time and.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Got you, yeah, OK.
[CUSTOMER][NEUTRAL] You know
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Hopefully they have um highlighted what they needed.
[AGENT][NEUTRAL] Uh, hopefully, yeah.
[CUSTOMER][NEUTRAL] Hopefully.
[AGENT][NEUTRAL] Uh, let me see because it keeps saying just incomplete so I'm like, OK, complete where.
[AGENT][NEUTRAL] All right, let's see. Um.
[CUSTOMER][NEUTRAL] Yeah, from all I could see, and it was technically incomplete, the employer didn't sign at the bottom, but everything else on the, you know, employer type statement looked correct so hopefully that's just the only thing is just the group information and the signature.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it looks like policyholders' information acknowledgement and signature is not there. That's one of the highlights and the other highlight is under let's see.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Well.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] OK, I'm not sure about this highlight. Why do you have that one on the highlight.
[AGENT][NEUTRAL] I guess that's just a note for her. Well, the only regular highlight I see because I see one here that is green, but it's under the accident injury, so I guess he had an accident.
[AGENT][NEUTRAL] So that's
[CUSTOMER][NEUTRAL] Yeah, I guess. I'm not really, actually, I'm not really quite sure what happened. Um.
[AGENT][NEUTRAL] Oh, what's it sickness?
[AGENT][NEUTRAL] Oh, OK. Um.
[CUSTOMER][NEUTRAL] I didn't really look at it closely.
[AGENT][NEUTRAL] Uh, OK, I'm not, yeah, that could be just something for her. Um, the one that is for sure is the acknowledgement from the insurance. So this is the part that is for the from the policyholders. That's what we're missing. Your organization name uh.
[CUSTOMER][NEUTRAL] So what page, what page is that of the claim form?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Page 8 of 8.
[CUSTOMER][NEUTRAL] Yes, OK, so I do have.
[CUSTOMER][NEUTRAL] Uh, the insured's name and all of that in the top kind of portion is filled out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, but the bottom section policy holders information acknowledgement signature, that's what's missing, OK.
[AGENT][POSITIVE] Yes. Yeah, that's what she has highlighted. Mhm, yes.
[CUSTOMER][NEUTRAL] OK, what about in section K3, the employer listed his gross annual income, um, all of the other ones, the income sources, the other group disability salary continuation PTO, all of those are not applicable. So should I put NA in those boxes or does APL assume if they're not filled in then that they're not applicable?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Usually they assume it's not applicable if you don't feel anything out, but if you want to just make like a point, you can put an A, yeah, but uh yeah, usually, yeah, if they see it empty that means that they, they don't have anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, put it in there.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] OK, all right, very good. OK, well that is what I wanted to know and confirm. I will send this back over and it can be finished processing.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Once we receive that information, we'll go ahead and reprocess again, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Excellent, thank you so much for your help.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, not at this time.
[AGENT][POSITIVE] OK, thank you for calling APO have a good afternoon.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.