AccountId: 011433970860
ContactId: fa5923e9-4200-4f7c-9fdd-6144055c2bab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263220 ms
Total Talk Time (AGENT): 95999 ms
Total Talk Time (CUSTOMER): 148166 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/fa5923e9-4200-4f7c-9fdd-6144055c2bab_20241231T18:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII], and I filed a claim, but it was missing, um, my, the employer part of the, of the claim of the disability claim. So I was just wondering, they told me that they faxed it, but it, I couldn't see it so then I uploaded it. They told me to upload it so I just want to make sure that it made sense because it ended up going through as like a new claim, not with the previous one that I filled up.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], what's your policy number?
[CUSTOMER][NEUTRAL] 2500519.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] 2500519. I think there's one more number.
[CUSTOMER][NEUTRAL] Oh, let me see.
[CUSTOMER][NEUTRAL] That's all, let me, oh, let me.
[AGENT][NEUTRAL] Oh, that's it. That's it.
[CUSTOMER][NEUTRAL] 00, OK, good, OK.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][POSITIVE] [PII]. Thank you.
[AGENT][NEUTRAL] And if you can verify your date of birth and mailing address, please?
[CUSTOMER][NEUTRAL] Yeah, [PII] mailing address is [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] So we have [PII].
[CUSTOMER][NEUTRAL] Yes, that's sorry that's what that's what I said, yeah.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you for verifying that.
[AGENT][NEUTRAL] OK, so I show where you uploaded the documentation. When did you, what did you submit?
[AGENT][NEUTRAL] What documents did you submit?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So that one was the one that my HR, so HR, the HR department finally filled it out and they had said that they can't, they had faxed it yesterday but they weren't sure if it got through.
[AGENT][NEUTRAL] And so is it the employers' portion of the disability claim? OK, we received it.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] On yesterday.
[CUSTOMER][POSITIVE] OK, OK, good.
[AGENT][NEUTRAL] It's in line for processing.
[CUSTOMER][POSITIVE] OK great.
[CUSTOMER][POSITIVE] OK, thank you so much and it would be understood that it's a part of what was needed for the like original claim that I put through?
[AGENT][NEUTRAL] So each time we receive a new piece of document or or a new document, a new claim is gonna be created.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, that's why that is.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah, OK, I'm just making sure because I keep on like submitting and not having, you know, everything that I'm supposed to have.
[AGENT][NEUTRAL] Yeah, so each time we have to request additional information when we receive it, process it a new claim still associated with the same claim, but a new claim number is is generated automatically.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][POSITIVE] OK, great. Thank you so much.
[AGENT][NEUTRAL] All right. Anything else?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, no, uh, if so, I guess I just keep on checking and when I see that like it says paid 0, then I, I've just been assuming that some I, it's incomplete and that's when I've been like calling and like getting the information because I can't see like why it was denied.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On the online.
[AGENT][NEUTRAL] You should be able to if you have an online account.
[CUSTOMER][NEUTRAL] Yeah, I've been checking you know it might be just because I've been doing it from the phone, so maybe that's why it doesn't like give me the reason.
[AGENT][NEUTRAL] No, I would use the uh laptop or a desktop.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And so the last claim that was processed on the [PII] was requesting the employer's claim form which we received today, I mean yesterday.
[CUSTOMER][POSITIVE] OK, alright, great.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] And so that one hasn't been processed yet it's in line for processing so you will not see any activity yet as far as an EOB because it hasn't been reviewed yet.
[CUSTOMER][NEUTRAL] Oh, OK, OK, alright, thank you so much. I'm sorry. I just have, um, yeah, I just have to double check because otherwise like, you know, time passes by and.
[AGENT][POSITIVE] No worries.
[AGENT][POSITIVE] Totally understand that.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alright, thank you so much.
[AGENT][POSITIVE] Totally understand.
[AGENT][NEUTRAL] You're welcome. Anything else?
[CUSTOMER][POSITIVE] Thank you. I hope you have a happy [PII]. No, thank you.
[AGENT][POSITIVE] You too and thank you for calling APR R and have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye bye.