AccountId: 011433970860
ContactId: fb0153f7-e760-4fed-98d8-71c19f7e2e3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 568780 ms
Total Talk Time (AGENT): 354383 ms
Total Talk Time (CUSTOMER): 167523 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/fb0153f7-e760-4fed-98d8-71c19f7e2e3e_20250410T18:03_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], my name is [PII], and I received a letter from you guys. I had filed for my short-term disability, and I received a letter saying that you hadn't got my, huh?
[AGENT][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] I, I just said yes, ma'am. OK.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. I just remember rattling on, did I, uh, and then I got a letter that says that y'all don't have my paperwork. But when I talked to the lady last week, she said, well, like they had everything.
[AGENT][NEUTRAL] OK, Ms. [PII]. So you've received an explanation of benefits stating we were missing some information to process your claim.
[CUSTOMER][NEUTRAL] Yes, it's the
[CUSTOMER][NEUTRAL] It was um
[CUSTOMER][NEUTRAL] My employer paperwork.
[CUSTOMER][NEUTRAL] Um, my claim form.
[CUSTOMER][NEUTRAL] And I tried to uh send him um
[CUSTOMER][NEGATIVE] Banking information, but apparently none of that stuff got there.
[AGENT][NEUTRAL] OK. So, yes, ma'am, I can look at this for you, Mr. [PII]. I can help you with this. And what is your callback number first off, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] It is 0228.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 7681
[AGENT][NEUTRAL] OK, thank you. So if you'll give me just a couple of moments please to get your policy information pulled up first off.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Mr. [PII], I will need to verify several things with you first for security and also any information that I provide would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, and also your home mailing address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] Yes, ma'am. And your zip code?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the ZIP is [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is uh let's see, it's different than the one you just gave me. What's another phone number that we could have for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I, I don't, I shouldn't have any other one. Now, I may have had a different phone when I first took out the policy.
[AGENT][NEUTRAL] OK, so say if you don't, this phone number that is on file for you starts has an area code of [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] I got a new phone.
[CUSTOMER][NEUTRAL] Uh, [PII] maybe.
[AGENT][NEUTRAL] OK, so that's not quite right, but what is your social and I can verify it that way, and then I can update it.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So the phone number that we need to have on file for you now is [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, thank you. And then the last thing uh to verify is gonna be your email address, please.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you very much for verifying your information. So just a moment please, and I have gotten your phone number updated.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In the system as well. Now, have you are set up, I can see that you're set up, Ms. [PII] in our portal called the online service center. Now is that how you, how have you been submitting your information to APL? Have you, it doesn't look like it was uploaded it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I thought I had faxed it over.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so then I was gonna email it, but I don't have an email address.
[AGENT][NEUTRAL] Well, we can't accept the claims information via email due to security.
[AGENT][POSITIVE] Measures now you you can upload your information into your portal and I have a user guide actually that in addition to explaining how to set up the online service center portal which you've already done it also gives you additional information on like adding in direct deposit, uploading claims and that type of information so if you would like, I'll be happy to email you that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, that'd be great.
[AGENT][NEUTRAL] OK, so in looking at the claim that was most recently processed, which is claim number 3584426.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that the one you're looking at?
[CUSTOMER][NEUTRAL] Uh, uh, let me see what I have here.
[CUSTOMER][NEUTRAL] 03584426
[AGENT][NEUTRAL] Yes ma'am. Uh-huh.
[AGENT][NEUTRAL] So I, so yes ma'am, I do see that one of the remarks state the claim form submitted was incomplete in order for additional consideration to be given to your claim, please complete the employee's portion of the claim form in its entirety. Your claim will be in an inactive status until we receive the requested information.
[CUSTOMER][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] And the other remark on here.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] The claim form submitted was incomplete. In order for additional consideration to be given to your claim, please have your employer to complete the employer's portion of the claim form in its entirety. Your claim will be in an inactive status until we receive the requested information.
[AGENT][NEUTRAL] So it does indicate.
[CUSTOMER][NEUTRAL] So you just need my employer.
[AGENT][NEUTRAL] And yours. This, according to this, we received the physician but not your section or your employer's section.
[CUSTOMER][NEUTRAL] OK, OK. I've got all that.
[CUSTOMER][NEUTRAL] Yeah, that's I.
[CUSTOMER][NEUTRAL] You know, I really don't have access to facts.
[CUSTOMER][NEUTRAL] And I, or I thought I did, but apparently I don't.
[AGENT][NEUTRAL] OK. Do you have a computer? I mean, like a laptop or a desktop, something, some form of a computer?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My daughter does, yes.
[AGENT][NEUTRAL] OK, because again you have to upload into the online service center from a computer.
[AGENT][NEUTRAL] But the this user guy will explain that to you as well and if your daughter has a computer, you know, you could log in there and just upload your information from her computer if she'll let you do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She will.
[AGENT][NEUTRAL] OK, so give me just a second and I'm gonna send you.
[AGENT][NEUTRAL] The email that you're gonna receive from me, um, Ms. [PII] is going to come from care team.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII] [PII] and I will put APL online service center portal user guide in your subject line so that that's easy to recognize.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it shouldn't go to your junk or spam folder, but it might. So if you haven't seen it in your inbox in just a few minutes, yes ma'am, look in one of those folders to see that but again it will come from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'll, I'll keep that check, yeah.
[CUSTOMER][NEUTRAL] OK, at 8.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes ma'am, so
[CUSTOMER][NEUTRAL] And just upload that information.
[AGENT][NEUTRAL] Uh-huh. Just upload your section and your employer's, uh, once your employer or if they've already completed it, yes, ma'am, those two things just need to be uploaded.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I'll get that taken care of.
[AGENT][NEUTRAL] All right, and just 11 more thing I believe it does tell you this in the portal, but when you're uploading documents, there's not gonna be a way for you to like upload to that claim number that you have. So it's, it almost looks like you're gonna be uploading a new claim, but our system will know that that information was, you know, some additional information we were needing so you'll just follow the steps for upload filing a claim, OK?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] All right. Well, is there anything else, Ms. [PII] that I could help you with at the moment?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, I think that's all I need today, honey.
[AGENT][POSITIVE] OK, well, if do you have any other questions, please give us a call. Otherwise, it was nice speaking to you and thank you for calling APL. I hope you have a very nice afternoon.
[CUSTOMER][POSITIVE] You do the same. Thank you so much.
[AGENT][POSITIVE] Yes, ma'am. You're welcome.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] A