AccountId: 011433970860
ContactId: fad5f39b-d77f-43a4-b67f-838421277d40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 499359 ms
Total Talk Time (AGENT): 184120 ms
Total Talk Time (CUSTOMER): 252282 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/fad5f39b-d77f-43a4-b67f-838421277d40_20250115T18:42_UTC.wav
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[AGENT][NEUTRAL] For calling ATL, this is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you?
[AGENT][POSITIVE] Good. How are you doing?
[CUSTOMER][POSITIVE] I'm all right. I'm making it. Mhm.
[CUSTOMER][NEUTRAL] I have an insured on the line. He's got.
[CUSTOMER][NEUTRAL] OK, so first off,
[CUSTOMER][NEUTRAL] Her direct deposit information is no longer in line.
[CUSTOMER][NEUTRAL] And there's not a note that I can locate that says when it was removed or why it was removed, but I added it back in based on the document that's in on base for her.
[CUSTOMER][NEUTRAL] And she's added another document to the portal for review, but.
[CUSTOMER][NEUTRAL] Let me give you, I'm sorry, [PII], let me give you the policy number first.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 2209844 [PII].
[CUSTOMER][NEUTRAL] She says that she's just now going back to work.
[CUSTOMER][NEUTRAL] We went over the 2 remarks we went over the claims remarks on the last 2 claims we processed for her, and she said she has no idea where we got that date from.
[CUSTOMER][NEUTRAL] Of going return to work [PII].
[AGENT][NEUTRAL] Um, return to work per information received.
[CUSTOMER][NEUTRAL] Mhm, that's all that.
[AGENT][NEUTRAL] OK, I was because I don't.
[AGENT][NEUTRAL] Cause it's disability, I don't be knowing these remark cos by heart, so I had to always got to look them up. OK.
[CUSTOMER][NEUTRAL] Yeah, I, I always have to look them up unless it's an office visit. It's not covered. I have to look them all up, girl.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. OK, so.
[CUSTOMER][NEUTRAL] But anyway,
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Alright, so [PII]. OK, so I will have to um
[CUSTOMER][NEUTRAL] Yes ma'am, and she's
[AGENT][NEUTRAL] You can put it through and then I'll just have to look through all of this because it must be, if there's the thing they got, then it must be a document that the provider filled out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, that's what she's wanting to know where we got that date from.
[CUSTOMER][NEUTRAL] So but anyway, um.
[CUSTOMER][NEUTRAL] Can you just look while we're on the phone and make sure that the direct deposit information looks correct?
[AGENT][NEUTRAL] How would I do that?
[CUSTOMER][NEUTRAL] Like I said
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well that's OK it's in there. I see it, so we're going with it and the documents in on base.
[AGENT][NEUTRAL] Oh, it's, I, it has a Y right there, so.
[AGENT][NEUTRAL] I don't know what else I'm supposed to look at.
[CUSTOMER][NEUTRAL] Are you on [PII]?
[AGENT][NEUTRAL] Mhm. It says why.
[CUSTOMER][NEUTRAL] Yeah, uh-huh, but
[AGENT][NEUTRAL] Verify email.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] As when I hit um verify email, it has claim bank account number and account number, draft active it says why.
[CUSTOMER][NEUTRAL] Yeah, I've had
[CUSTOMER][POSITIVE] Yeah it looks like it's back in there it wasn't. I'll put it in there so I think but anyway she's fully verified that number that's in the system is the one to April that you would call her back on if anything happens to the call. OK, well thank you so much for helping with this one. I appreciate it have a good afternoon if I don't talk to you again. OK, [PII], bye bye.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm. You too. OK. Bye-bye.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hi, this is [PII] in the claims department. I understand you're questioning um where we received your return to work date from.
[CUSTOMER][NEUTRAL] Yes, ma'am. Not, not, yeah, I, I mean that too.
[CUSTOMER][NEUTRAL] Yeah, where did you get that done because I, I, um.
[CUSTOMER][NEUTRAL] I they didn't release me to come, go back to work until um the [PII]. And so I don't, I'm not really sure what paperwork um I got. I don't, I don't know, but I didn't go back to work until the [PII], so.
[CUSTOMER][NEUTRAL] I'm, I'm confused.
[AGENT][NEUTRAL] So let me look at what the provider.
[CUSTOMER][NEUTRAL] And I just, and
[CUSTOMER][NEUTRAL] And I just got uh the paperwork from the doctor. Like, they just emailed it to me. They emailed it to me like 5 days ago cause I had to drop off their portion for them to fill out and I dropped it off in like in the middle of December and um I just got it back.
[CUSTOMER][NEUTRAL] And um and so I just uploaded it.
[AGENT][NEUTRAL] OK. So,
[CUSTOMER][POSITIVE] And I actually submitted my point.
[AGENT][NEUTRAL] So, I'm looking at a document that you um submitted to us that the doctor filled out. The doctor did sign this form on
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] He did have an anticipated return to work date of [PII]. We paid you up to [PII]. If you're out any longer, then you will update that information to us with a new return to work date um for your provider.
[CUSTOMER][NEUTRAL] And that's what I just uploaded.
[AGENT][NEUTRAL] OK, and we have 7 to 15 business days to review those documents, but that is the, um, we received the information from you um in November, and so that is the form that we went by.
[CUSTOMER][NEUTRAL] OK. So, so, um, I uploaded um to you another form in December, my portion.
[AGENT][NEUTRAL] OK, yeah, that.
[CUSTOMER][NEUTRAL] Do you see it?
[AGENT][NEUTRAL] You have to have your portion and the provider's portion for a claim to be reviewed. Um, I do see where there was something was submitted to us on [PII]. Let me take a look at that.
[CUSTOMER][NEUTRAL] I understand. So.
[CUSTOMER][POSITIVE] OK, thank you, thank you, thank you.
[AGENT][NEUTRAL] Yes, I do see where your portion was submitted to us on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, [PII], is there anything else I can verify for you today on your policy?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, so that means that I'm, I'm good. So now I just have to wait 7 to 10 business days. I just want to make sure that that we have everything in order.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Yes, as long as you have the provider's portion extending your disability, we have your portion, um, we have 7 to 15 business.
[CUSTOMER][POSITIVE] We're we're OK now.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Do as long as I have that, I just hold, I'm sorry ma'am I don't mean to cut you off. You said as long as I have that I just I uploaded it to YouTube this morning, so I think you should have it as well.
[AGENT][NEUTRAL] We do. I was explaining, I was explaining to you, as long as we have your portion and the provider's portion, we will have what we need to process your claim. Yes, ma'am.
[CUSTOMER][NEUTRAL] Do you, do you have that? You do? OK. Oh sorry.
[CUSTOMER][NEUTRAL] All right, OK, so I have one more, uh no, I have one more question. So before, before I was transferred, um, the person who, who, um, who took my information initially told me that there is no um automatic um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, what do you call it? Automatic transfer or, oh, deposit. She told me that that information is not there. Can you verify that you still have that information, please?
[AGENT][NEUTRAL] Um, she, she, um, told me on the phone and she, I can see where she uploaded the information already.
[CUSTOMER][POSITIVE] Oh OK alright well thank you very much for your help.
[AGENT][POSITIVE] No problem at all, [PII]. Thank you so much for calling ATL and you have a great day. Bye bye.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] You too thanks bye.