AccountId: 011433970860
ContactId: fdcfd76e-0d95-4eba-8064-7787ba2d2800
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290239 ms
Total Talk Time (AGENT): 90796 ms
Total Talk Time (CUSTOMER): 68048 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/fdcfd76e-0d95-4eba-8064-7787ba2d2800_20250207T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I faxed over some information from like the doctor in my disability claim form and I just want to make sure that you have everything needed.
[AGENT][POSITIVE] OK. Do you have your policy number? I'm happy to check on it.
[CUSTOMER][NEUTRAL] Yes, ma'am. It's 02462158.
[AGENT][POSITIVE] Alright, thank you so much let me pull this up here.
[AGENT][NEUTRAL] All right. And then if I could verify please your name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][NEUTRAL] Thank you for that. And then I just need to verify your address and email address, please.
[CUSTOMER][NEUTRAL] Yes, yeah, address is [PII], and my birthday is [PII].
[AGENT][POSITIVE] Thank you so much. Alright, so let's see here.
[AGENT][NEUTRAL] Alright, I do see everything that was that looks like uploaded. I do see that everything it looks like everything was received. I see that so let me just check it here.
[AGENT][NEUTRAL] So I see the statement of the insured that you sent over and then the disability continuation like claim portion.
[AGENT][NEUTRAL] I believe there's a physician statement though. Let me double check.
[AGENT][NEUTRAL] OK, so the only thing that I don't see on here is the attending physician statement, which is page 6 of 8 in the claim form. Did you get that one filled out too?
[CUSTOMER][NEUTRAL] Yeah, and they faxed it over.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My, uh, doctor, yeah, my doctor faxed that over. Actually, hold on. OK, no, no, I, I apologize. So, my employer faxed it over, but the doctor.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The doctor takes 10 days, right? So, so you may not have that yet.
[AGENT][NEUTRAL] OK. So yeah, I do see like your portion we're just missing the attending physician statement it looks like.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But yeah, once.
[CUSTOMER][NEUTRAL] OK, yeah, that takes time. OK.
[AGENT][NEUTRAL] Yeah, so once we get that though, it looks like [PII], we have everything, you know, else.
[CUSTOMER][POSITIVE] OK, all right, I appreciate that so thank you for your time and we'll, we'll uh we'll touch base later I guess. OK, thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] OK. You too. Bye.
[AGENT][NEUTRAL] Bye bye.