AccountId: 011433970860
ContactId: fb4f44a3-526d-4628-b5e7-97e917769ecb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 744169 ms
Total Talk Time (AGENT): 230108 ms
Total Talk Time (CUSTOMER): 128676 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/fb4f44a3-526d-4628-b5e7-97e917769ecb_20250611T18:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to I got a text message saying my uh claim is complete.
[CUSTOMER][NEGATIVE] But it won't let me go on the website.
[AGENT][NEUTRAL] OK, I can help you with claim status. Um, who am I speaking with?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] And what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 01022074
[AGENT][NEUTRAL] OK give me just a moment to look that up.
[AGENT][NEUTRAL] And can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] All right, I'm showing.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] It looks like we are needing.
[AGENT][NEUTRAL] The employers' portion of the claim and let me make sure that that's all that we need.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I just sent that in yesterday.
[AGENT][NEUTRAL] You sent it in yesterday? OK, let me look.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Well, I sent it in.
[CUSTOMER][NEUTRAL] Way back when, but I sent it in again yesterday.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] OK. Give me just one moment.
[AGENT][NEUTRAL] Give me just a moment while I look into this.
[AGENT][NEUTRAL] It's taking just a moment to load so give me just one moment.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, let me see here.
[AGENT][NEUTRAL] Let me see if I can get someone from the claims department to um help look into that for you OK give me just one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with the APL care team. I have a [PII] on the line. He is trying to look into his disability claim that he said um he got a message on saying that it was ready. Um, it looks like and the policy number is 10.
[AGENT][NEUTRAL] 22
[AGENT][NEUTRAL] 074.
[AGENT][NEUTRAL] He said that he sent
[CUSTOMER][NEUTRAL] And that was 1022074.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so he's just checking on the status of his claim?
[AGENT][NEGATIVE] Yes, I did say I did see in the remarks that we were missing the employer information. I relayed that to him and he said he had already sent that in. When I tried looking in Onase I couldn't find it, but he said he faxed it in, uh, yesterday, so it should have been uploaded, but yeah, my on base is being screwy.
[CUSTOMER][NEUTRAL] OK. Let me glance.
[CUSTOMER][NEUTRAL] Let me see if we got it, give me one moment.
[CUSTOMER][NEUTRAL] And you said he sent it yesterday?
[AGENT][NEUTRAL] Yeah, he said he faxed it over yesterday, um, and I am seeing that we got two things yesterday with the same claim number. Um, it looks like one is an accident and one's a disability.
[AGENT][NEUTRAL] Claim form?
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] OK, I see we got the attending physician statement.
[CUSTOMER][NEUTRAL] And what else here?
[CUSTOMER][NEUTRAL] No, we don't have the employer form. We only got the attending physician statement and uh looks like a section from the accident claim form. Let me make sure he, he doesn't have an accident policy. Maybe it's under that. No, he doesn't have an accident policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So no we do not have the employer section that is missing we don't have that.
[AGENT][NEUTRAL] OK, there's still missing. OK, I'll let him know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] Mm. You're welcome bye.
[AGENT][NEUTRAL] OK [PII], it looks like I just confirmed with someone from claim support. They were not able to see anything from your employer. Uh, they did look at the documents that you provided and we saw the, uh, attending physician statement but not the employer statement, um, and you said you were having trouble with your OSC.
[CUSTOMER][NEUTRAL] Yeah, uh, so we faxed it.
[AGENT][NEUTRAL] OK, um, I will say for the online portal, we have a new provider for that. Um, and so when you go into [PII], you will need to create a new account.
[AGENT][NEUTRAL] And reregister once you reregister and you um can access the portal everything from your old account should have transferred over so you will be able to see this claim again and then uh if you have the employer section you can fill it in again you can upload it in again um but claims uh confirmed that they have not gotten anything from your employer yet.
[CUSTOMER][NEUTRAL] OK, cause
[CUSTOMER][NEGATIVE] We just did it yesterday and I'm, I'm in, uh, it just says they can't retrieve my stuff from my account.
[CUSTOMER][NEUTRAL] Goes to dashboard.
[CUSTOMER][NEUTRAL] And then it says we can't retrieve anything.
[AGENT][NEUTRAL] It's not retrieving anything for you, but you did create the new account and you are able to log in.
[CUSTOMER][NEUTRAL] Right, yep, and it goes to the dashboard and says can't retrieve your information and tells me to call this number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, let me put in an IT ticket then because that shouldn't have happened.
[AGENT][NEUTRAL] Um, but yes, they didn't get that employer section.
[CUSTOMER][NEUTRAL] I'll have, I'll have her fax it. I'll have her fax it in again.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment and I'll put in a service ticket to get your um account looked at.
[AGENT][NEUTRAL] And what did the error message say exactly? Could you, uh, one more time so I could spell it out for them?
[CUSTOMER][NEGATIVE] They can't, can't retrieve my information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then it says call this number.
[CUSTOMER][NEUTRAL] But it is going to the dashboard.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And once I put the service ticket in, what's the best way to reach you? Would you like a phone or an email?
[CUSTOMER][NEUTRAL] Phone, more than likely.
[AGENT][NEUTRAL] OK, and is it the number ending in 2928?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] And what browser were you using trying to access it? Was it Chrome or Edge or Safari?
[CUSTOMER][NEUTRAL] Chrome
[AGENT][NEUTRAL] OK, OK. I just put in that service desk ticket. Hopefully it will get fixed, um, and someone will reach out to you within 24 to 48 hours, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Great. And if there's nothing else I can help you with, uh, I hope you have a great day. Uh, do you need our fax number again?
[CUSTOMER][NEUTRAL] Um, I think she's got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, thank you for calling ATL. Um, I'm sorry for any inconvenience, but hopefully someone will reach out to you soon about your online portal account, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK bye.