AccountId: 011433970860
ContactId: 016bb049-60f9-4c7e-baba-b22df2332030
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 871909 ms
Total Talk Time (AGENT): 209385 ms
Total Talk Time (CUSTOMER): 460162 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/016bb049-60f9-4c7e-baba-b22df2332030_20250625T15:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII], this is [PII]. And um last year, I was uh I had a policy with APL and I had filed a claim. I started the claim for a short-term disability which I was paying towards the benefits. Um, I fell and got hurt outside of work and um it caused me to be out of work for, I think like 5 weeks.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So, um, and, and then in the process, I lost my job, like the 4th week, I lost my job. Yeah, I lost my job due to my temporary disability, oh well, being out, right? So they said they no longer can hold my position as a temp. OK, I said all that to say this. Um, so I was following up on the claim the other day cause I was wondering why haven't I heard anything back and the lady in the
[AGENT][NEUTRAL] Oh, gosh.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] lady told me that the claim didn't go all the way through because it was some paperwork not finished. So I wanted to revisit that claim and put in a claim to see if I can uh get some of them lost wages. I mean some of the tap into the benefits from lost wages. Um, yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] OK, OK, yeah, definitely. Well, first of all, I'm so sorry that happened to you. That is just awful, um, but we could definitely get that pulled up. I'll take a look at what exactly, well, I'll look at the original and then what we can do going forward, um, before we go any further though, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, 8,643,597,690.
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, no, I, I do have a policy number, but the, the, OK, so the policy number is 02468444.
[AGENT][NEUTRAL] OK, OK thank you one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Alrighty, there is your short term disability, OK, and then, uh, general, I'm just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your um mailing address?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Perfect, uh, last thing I need is the email address we've got on file for you. It looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying all of that. OK, so I did find your short term disability policy looks like it was only active from.
[AGENT][NEUTRAL] [PII], uh, and I'm not showing that we've received any information regarding that.
[CUSTOMER][NEGATIVE] Yeah, that's what I'm saying. I had to put in a claim because I was out. I, I was, I was hurt. Um, I actually was hurt [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, I was actually hurt from, yeah.
[AGENT][NEUTRAL] OK, I will say if that was before that effective date they would consider that as um pre-existing so that you wouldn't be able to uh pay a benefit for that unfortunately.
[CUSTOMER][NEUTRAL] OK, so, so I, I have, I'm, I'm trying to find, um, what I'm doing now is going through my MyChart because I'm gonna show you the actual, I'm gonna give you the actual date, um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes ma'am, if you don't mind, let me see.
[CUSTOMER][NEUTRAL] OK, I'm gonna go down my bill. Let me see.
[CUSTOMER][NEUTRAL] No, I need it. That would probably be like my, my chart, but I, I just seen yesterday, it was like March uh.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] So my term was only effective from [PII].
[AGENT][POSITIVE] Correct, yes, sir.
[CUSTOMER][NEUTRAL] Let me see uh
[CUSTOMER][NEUTRAL] See my chart, my my.
[CUSTOMER][NEUTRAL] I'm sorry, I, I had all this information.
[AGENT][NEUTRAL] No, no, you're fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I went to
[CUSTOMER][NEUTRAL] Yeah, I think.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][POSITIVE] You're the first one that really tried to help me for real. I'm trying to find.
[CUSTOMER][NEUTRAL] Set the actual 8.
[AGENT][POSITIVE] You're OK.
[AGENT][NEUTRAL] It is very confusing so I'm happy to help.
[CUSTOMER][NEUTRAL] Seem like
[CUSTOMER][NEUTRAL] Yeah, when you look at, yeah, it's, it's like, and I've been trying to, I, I was wondering, I was like, why haven't I heard anything.
[CUSTOMER][NEGATIVE] Cause I don't healed and went back to work, so I'm like, why haven't I heard anything about the policy?
[AGENT][NEUTRAL] Right, yeah, well, and from what I'm seeing, um, I'm looking at the notes as well, and I do see where you spoke with, um, [PII] a couple of days ago, but I'm not showing that we've received any kind of information um regarding a claim.
[CUSTOMER][NEUTRAL] Yeah, that's, and that's, and that's right there. That's kind of crazy because I, I actually started it online.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm trying to, I'm on my my chart now.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's not you.
[CUSTOMER][NEUTRAL] Let me see
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] OK, so I, I was going to the doctor [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I was going [PII].
[CUSTOMER][NEUTRAL] Uh, I'm trying to get all the dates. But I started going to the doctor. It was like [PII]. So I, and I also did physical therapy because the physical therapy, um, actually, if you see it, it, it should show in your records that physical therapy was actually also paid through APL.
[AGENT][NEUTRAL] Uh, that would be under, yeah, well, I can get that one pulled up. That would probably be with your, um, let's see, your hospital indemnity policy. Let's see.
[CUSTOMER][NEUTRAL] Do you, do you see that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, cause see, I, I, so, so from the time I was going to uh physical therapy, that's when I was out of work. I couldn't return work, so it, it actually, the notes from that, I can get the actual notes when they told me I can return back to work and everything, but I had to go to a [PII]h a new uh
[CUSTOMER][NEUTRAL] Let me see, I think it was, uh, I went to Anderson Radilogy. I had to have an MRI and they discovered that they actually discovered that I had a torn, uh, MCL, uh, real bad contusions to my, my leg, and they put me out. So during the time, during that time, I knew I was covered. I should have been covered for the short-term disability.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] Because uh.
[AGENT][NEUTRAL] I'm sorry, I don't mean to interrupt, go ahead.
[CUSTOMER][POSITIVE] No, no, you're good, you good. I'm, I'm just trying to get.
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] No, no, you're fine. So I will say here's where the difficulty is going to lie, um, because the actual claim form that we, uh, we would need filled out completely for the short term disability, there's a section of course that you would fill out. There's also a section that your employer would have had to have filled out and then also for the physician to have filled out.
[CUSTOMER][NEUTRAL] OK, and that's exactly, OK. I remember, I remember that, that, I'm sorry, that I remember that's what was also told to me and, and if I'm not mistaken, I could actually have that in my email. So let me see, but, but yeah, I was, I was.
[AGENT][NEUTRAL] And then of course
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Oh, that completed claim form.
[CUSTOMER][NEUTRAL] Yes, ma'am, cause the lady, the lady that I spoke to during the time I, cause you can pull up the records from the time that I spoke, I spoke to an actual lady and she told me she was gonna send me over the form to sign to get signed by my employer and by my um by my physician. So, is there any way that
[AGENT][NEUTRAL] Was that the call that you just was that just a couple of days ago?
[CUSTOMER][NEUTRAL] No, no, no, ma'am. It was last year. This was last year. Yeah, can you pull up the calls from last year, the records from last year?
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh, whoops.
[AGENT][NEUTRAL] Uh, I can definitely see. Give me just a moment. I'm gonna hop back over to that policy.
[CUSTOMER][POSITIVE] Yeah, it should show where I had spoke to her quite a few times. It was a lady, nice little lady I had spoke to and she was trying to help me get the claim started.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, did you, so you did receive the claim form from her?
[CUSTOMER][NEUTRAL] I, I think so, so I'm trying to figure out like I'm going through my email, so I'm gonna put claim form.
[CUSTOMER][NEUTRAL] From
[CUSTOMER][NEUTRAL] AP yeah.
[CUSTOMER][NEUTRAL] OK, [PII], let's see.
[CUSTOMER][NEUTRAL] Yeah, APL ID card.
[CUSTOMER][NEUTRAL] For your convenience to help guide access the APL online services attached if you need help. Yeah, so I'm thinking like it's the secure [PII].
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Cause she was trying to help me.
[CUSTOMER][NEUTRAL] So I, I don't know if this APL ID card and online service center, the OSC portal user guy, like she gave me that and that was [PII]. So all of this come like all of that is around the time I was actually hurt. So I, I'm assuming that's the form she tried to send me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, well, none of those sound like the form itself, um, it just seems like it's trying to teach you how to use the guide, um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] How to use
[AGENT][NEUTRAL] Uh, I mean,
[AGENT][NEUTRAL] I can resend you a claim form, but again it would be that difficulty of having you know getting that the employer at the time would have to fill out a portion and then that physician would have to fill out a portion as well and with it being, you know, the policy's effective date of um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII], they would also be requesting medical records to make sure it was not pre-existing.
[CUSTOMER][POSITIVE] OK, that's, that's, I mean, that's, that's all of those things uh uh it's not a problem. I can, I can still cause the company, the company, I just got off the, I was employed through a temp agency. They gave me my start and, and they, they was able to give me my start and
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ending date, but I think I would have to go to the actual plant to pull up the uh the time I was out cause they don't have it at the temp agency, so I'm assuming that the original, the plant that I was working for can give me that uh information.
[AGENT][NEUTRAL] The actual, maybe, yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Maybe, yeah, maybe.
[AGENT][NEUTRAL] I know it's really you never know.
[CUSTOMER][NEUTRAL] OK, so, uh, you can send me the form over and then I can cause I'm sure the physician that.
[AGENT][NEUTRAL] I can
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?