AccountId: 011433970860
ContactId: 01f98834-b895-4922-b4fa-95f2a0cb2a5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 559539 ms
Total Talk Time (AGENT): 194855 ms
Total Talk Time (CUSTOMER): 211506 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/01f98834-b895-4922-b4fa-95f2a0cb2a5a_20250604T14:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. My name is [PII] and I have a claim uh with you all on my short term disability and uh y'all have had my paperwork for a while now and I'm still waiting on to hear a decision because I haven't had any income and.
[CUSTOMER][NEUTRAL] 3 weeks now and I'm just wondering uh how much longer that decision's gonna take. Can you help me with that?
[AGENT][NEUTRAL] Yes, I can definitely look into your claim for you. Um, and Mr. [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Um, I don't have the, uh, hang on a minute, maybe I do. I have the claim number.
[AGENT][NEUTRAL] OK, I can use the claim number to get to your policy.
[CUSTOMER][NEUTRAL] OK, OK, my phone number is [PII].
[CUSTOMER][NEUTRAL] And the disability claim number is 360.
[CUSTOMER][NEUTRAL] 2967
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, and I have you here, and Mr. [PII], I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Date of birth, excuse me, is [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] Email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so just in general, the turnaround time is 7 to 10 business days from the day that we receive it. Um, the funds are dispersed around the [PII] of each month.
[AGENT][NEUTRAL] This particular claim that we received on [PII], um, right now we're requesting medical records. Um, the request to your doctor was sent out on the [PII], was that last week?
[AGENT][NEUTRAL] was sent out last Wednesday, yes, a week from today, or yeah, um, and so let me see who they sent it, Doctor, oh, I'll try to pronounce it, [PII].
[CUSTOMER][NEUTRAL] That was last Wednesday.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEGATIVE] That's my personal physician, but it's Doctor [PII]'s offices who've done the surgery who you received the paperwork from on the disability form. So I'm not sure why you're asking the doctor that didn't do the treatment for paperwork. That doesn't make any sense.
[AGENT][NEUTRAL] I'll let claims know. I'm not sure. Um, we also, um, so it's a letter coming out to you as well to let you know that there was a delay on the claim and uh that that we have requested.
[CUSTOMER][NEGATIVE] Yeah, I've already received that and that's, that's why I'm calling because I have again, you know, I have bills due and you know, that's why I started this claim way early and now I'm working on a month without any income and now you've sent paperwork to the wrong doctor. So I'm not sure how this is helping anybody.
[AGENT][NEUTRAL] OK, let me do this because I'm not sure and I don't want to give you any wrong information. Let me go ahead and get a claims examiner on the line so that they can try to see, I'm not sure why they requested for um this particular doctor. I was just looking to see who it was sent to, but I can definitely let them know and if this, if it is or if it's something that this doctor can provide that they're needing, they'll let you know if it is an error, they'll they'll need to correct it so that we can, you know, be reaching out to the correct doctor.
[CUSTOMER][POSITIVE] Yeah, I can choose.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, do you mind if I place you on just a brief hold while I reach out to claims?
[CUSTOMER][NEUTRAL] Sure, go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And before I do that, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Well, thank you for calling APL and hold on one moment, I'm going to get a claims examiner on the line.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] Doesn't even have to be this way.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] on the care team. How you doing?
[CUSTOMER][NEUTRAL] Fine, how are you?
[AGENT][NEUTRAL] I'm OK. I have an insured on the other line that needs to speak with you. He, um, let me give you the policy number.
[AGENT][NEUTRAL] It's 2609432.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So he received the letter from us letting him know that the claim um was delayed because we're waiting for uh we requested the medical records. Um, so he he called because he received that letter and he asked, he's asking who um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Who are we asking for records from? I told him [PII], I don't know how to pronounce the last name, but I saw the request on base. So he's like, well, why are y'all sending it to him? That's just my primary care doctor, Doctor, he named the other doctor, he said, the one that I sent the paperwork in on, he's the doctor that is taking me out. Why didn't you send the records to him? I don't know why, why, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, let me look at the documents that we got in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see what we got.
[CUSTOMER][NEUTRAL] OK. So, on his disability form, he listed two physicians, a Doctor [PII] and a Doctor [PII].
[CUSTOMER][NEUTRAL] Um, let's see what else we got here.
[CUSTOMER][NEUTRAL] OK. So Doctor [PII] is his referring physician. So that's why we would need that information as well.
[CUSTOMER][NEUTRAL] Um, yeah, yeah, he's the referring physician. So that's why medical records were requested cause we're needing to, let me see what the delay letter has on it.
[CUSTOMER][NEUTRAL] Like this is the only letter that they sent out.
[CUSTOMER][NEUTRAL] Is this the lay that I was thinking maybe they sent out.
[CUSTOMER][NEUTRAL] Something else. Let me check notes real quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, we're, they're just needing to verify information from the referring physician. Let's see.
[CUSTOMER][NEUTRAL] Yeah, cause they're checking pre-X. Yeah, yeah, that, that makes sense. Why they're requesting medical records from his referring physician.
[CUSTOMER][NEUTRAL] Yeah, OK, you can send it to me. I can explain it to him.
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hi, hello, Mr. [PII]. You had a.