AccountId: 011433970860
ContactId: f9e8777b-12ae-4c16-9919-cc16ff76d038
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 474829 ms
Total Talk Time (AGENT): 262811 ms
Total Talk Time (CUSTOMER): 148328 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/f9e8777b-12ae-4c16-9919-cc16ff76d038_20250401T17:44_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hello, [PII]. I have a claim with you guys and I was just wondering when would my payment start coming in.
[AGENT][POSITIVE] OK, yeah, I can definitely take a look at that for you um do you mind if I get just your first name and a good call back number real quick in case the call drops?
[CUSTOMER][NEUTRAL] OK. My first name is [PII]
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And my telephone number is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much, Ms. [PII], and what's that policy number?
[CUSTOMER][NEGATIVE] Oh goodness, I don't.
[CUSTOMER][NEUTRAL] Have it with me.
[AGENT][NEUTRAL] No worries, I can search with your social if you're the policy holder on that.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah. Yeah, I'm the policyholder.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] My social is 4, my social is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] [PII]. Perfect.
[AGENT][NEUTRAL] And do you know if it would be for your accident, um, critical illness or dental policy, or short-term disability?
[CUSTOMER][NEUTRAL] Critical
[CUSTOMER][NEUTRAL] The short-term disability.
[AGENT][NEUTRAL] Critical illness, short term disability. OK, let me pull that one up then.
[CUSTOMER][NEUTRAL] No, short time. Yes, ma'am.
[AGENT][NEUTRAL] Perfect and I'm just gonna verify some information with you real quick, my friend, um, the date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. And the mailing address on file?
[CUSTOMER][NEUTRAL] Um, I don't know if I've changed my address or not. Um.
[CUSTOMER][NEUTRAL] But I can give you both addresses because I just recently moved.
[AGENT][NEUTRAL] OK, yeah, um.
[CUSTOMER][NEUTRAL] So, um, um, I was living with my dad, so it's not an address, it's the address that I, that I still have access to, which is gonna be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] Yes, that's the one is that one we're needing to update or is that the one you want on file?
[CUSTOMER][NEUTRAL] We can update it. Are you gonna mail anything to that address?
[AGENT][NEUTRAL] Um, yes, any time anything's processed under your policy, it will get mailed to that, uh, to whatever address you have on file.
[CUSTOMER][NEUTRAL] Uh oh, let's go ahead and put my address then.
[AGENT][POSITIVE] OK, let's do it. And let's see, what is a good address for you instead?
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Apartment
[CUSTOMER][NEUTRAL] [PII] Uh-huh.
[AGENT][NEUTRAL] OK, [PII]. OK, perfect. And what was that city again? I'm sorry.
[CUSTOMER][NEUTRAL] Yes, ma'am. And then
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh it's [PII].
[AGENT][NEUTRAL] Same zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, perfect. Easy peasy. I have [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, we got that updated for you.
[AGENT][NEUTRAL] And let's see, I think the only other things we have to do is just verify that email address on file, my friend.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you so much. I appreciate you going through that process with me. And so I do see here that we're actually just needing some more information to process your claim.
[AGENT][NEUTRAL] And let me see exactly what that is.
[CUSTOMER][POSITIVE] Oh good.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Bear with me while I just look at it. It looks like we're missing a portion of the claim form.
[AGENT][NEUTRAL] So I'm just gonna look and see what we received so I can help you figure out exactly what it is we're needing.
[AGENT][NEUTRAL] OK, so it looks like we received the portion from your physician, the attending physician's statement, um, but on that claim form there should actually be an employee statement which is the first few pages and then that last page gets filled out by your employer and so we just need your portion and your employer's portion to process um do you have that claim form handy or do you want me to mail it to you?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] They all in.
[AGENT][POSITIVE] Or email it to you I'm sorry.
[CUSTOMER][NEUTRAL] They said yeah.
[CUSTOMER][NEGATIVE] They should have sent all of that in.
[AGENT][NEUTRAL] The all they sent was that one page was the physician's claim form, so that was all we ended up receiving.
[CUSTOMER][NEUTRAL] From the
[CUSTOMER][NEGATIVE] I think that was the physician who sent that because they filled them out separately. But my job, they should have sent all of that in because it was supposed to been in by the uh
[CUSTOMER][NEGATIVE] The [PII] [PII], and they sent, they should have sent all of that in on the [PII].
[AGENT][NEUTRAL] Oh, no, we do not have anything received besides that, uh, besides the one from the physician.
[CUSTOMER][NEGATIVE] Oh my gosh, I was depending on that money. I have to pay my rent.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I am
[AGENT][NEUTRAL] Really, really sorry. I wish we had it. I don't show any.
[AGENT][NEUTRAL] Any indication that anything else was sent in here?
[AGENT][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Yeah, you can send it just just mail it to me just mail it to me.
[AGENT][NEUTRAL] OK, I'm going to make sure I have the right form on hand, but I'm going to email it to you to that email you verified with me the [PII] address.
[AGENT][NEUTRAL] And if you.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Want to, I'll also include I don't know if you've ever used it our online portal through our online service center but I'll like send you out uh how to set it up um it's gonna be the fastest way for us to get your claim form back and reprocess it so I'll send you out the claim form and I'll send you out the instructions on how to set up that portal and you can just literally fill it out on your computer, save it and then upload it online and it's gonna be the quickest way for us to get it so we can move on that quickly for you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK. Because I have, I took a screenshot of everything.
[CUSTOMER][NEUTRAL] But that probably won't work, will it?
[AGENT][NEUTRAL] Oh, if you have no if you have the screenshots you can just upload those like if you already have like the screenshots of all those other pages filled out um I will I'll still send you the claim form so you have it on hand, but um you can just sign up for the online service center and upload those screenshots um you just wanna make sure you have the portion that you fill out and the portion that your employer fills out.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Um, but I'll go ahead. You should get an email from me within, uh, probably the next 3 to 5 minutes, so I'll make sure I work on that. And then is there anything else I can do to help you out today?
[CUSTOMER][NEUTRAL] OK, I would want.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am. That was everything.
[AGENT][POSITIVE] Perfect if you get um lost along the way you need any help, just give us a call we're here to help you out, OK?
[CUSTOMER][NEUTRAL] That was
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][POSITIVE] OK, well it's my pleasure thank you for calling APL and I hope we get you sorted out real quick and everything goes smooth for you.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] It's my pleasure you have a great day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You said
[AGENT][POSITIVE] Thanks. Bye-bye.