AccountId: 011433970860
ContactId: 03bf2e4d-e8dd-4581-837f-bd2f43a6f155
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1120569 ms
Total Talk Time (AGENT): 548486 ms
Total Talk Time (CUSTOMER): 478107 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/03bf2e4d-e8dd-4581-837f-bd2f43a6f155_20250527T17:58_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] Yes, um, my name is [PII] and I just called a few minutes ago, um, pertaining to my plane and, um,
[CUSTOMER][NEGATIVE] I guess I don't, I don't know what what else they they needed from the doctor because um I just called the doctor's office. They said that they faxed something to the doctor on on [PII] and the doctor never received anything and they faxed, she said they faxed everything that they were supposed to fax, so I don't know like what is what is going on with my claim. That's what I'm confused about.
[AGENT][NEUTRAL] OK, so you said that you, [PII], you've just called and spoken to someone and you're, have some more questions regarding your claim, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Yeah, don't nobody know what other paperwork. She's saying that she needs my medical records, but they said they never received anything. They faxed whatever they were supposed to fax. They faxed it on the [PII]. She said they didn't receive anything. They re-faxed it on the [PII]. I uploaded it and I was telling her I wasn't receiving any mail. I said, I'm sitting here waiting for my disability because I haven't been working, and it's been like a
[CUSTOMER][NEGATIVE] A whole month and nobody, I told her, I said nobody's telling me nothing. I'm not receiving no email. I had to call to get the email, but the paperwork to take to the doctor. I said I'm not receiving nothing.
[AGENT][NEUTRAL] OK, so were you saying you're not receiving emails from APL or uh oh.
[CUSTOMER][NEUTRAL] And um what
[CUSTOMER][NEUTRAL] Um, I had to call and receive. I received the, she sent to me the email about, I guess the paperwork that was supposed to be filled out. I had to call her so I told her I never received it, so she sent it to me and I received that. And but the mail, they sent it been mailed to me. I told her she had to update my um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My address because I told them when I made the claim that that's the residential that I didn't get mailed there. So she had to update that, but what she's talking about, they're waiting on is the doctor, Doctor [PII] something they faxed about the medical records. And the doctor, which I just called, she said that whatever that they faxed, that's the only thing that they can do is, I guess with the notes and stuff, they said they don't know nothing what she's talking about about the medical records.
[AGENT][NEUTRAL] OK, so before.
[CUSTOMER][NEUTRAL] So that's why I'm like we're all confused about that.
[AGENT][NEUTRAL] OK, so I can't help you at all, [PII] until I can get your information pulled up and to look and to see what's what's going on. So what is your um callback number please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your policy number, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I have my, um, social, cause I don't even remember.
[AGENT][NEUTRAL] OK, what is your social?
[CUSTOMER][NEUTRAL] The my doctor.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] I'm sorry, I'm, I'm so sorry. Start over again.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, wait.
[CUSTOMER][NEGATIVE] I'm messing up, my bad.
[AGENT][NEUTRAL] Uh-huh. 249-77.
[CUSTOMER][NEUTRAL] OK, what
[CUSTOMER][NEUTRAL] 392 4
[AGENT][NEUTRAL] OK, thank you. One moment please.
[AGENT][NEUTRAL] Let me locate your information.
[CUSTOMER][NEUTRAL] Let me try to pull it up.
[AGENT][NEUTRAL] OK, so [PII], I will need to verify several things with you first for security and then also any information that I provide for you will be a verification of benefits and not a guarantee of payment. So first off, if you will please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] Uh, the mailing address is um [PII].
[AGENT][NEUTRAL] Thank you. The phone number that is on file is the same as the one that you gave me, so that is the best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. So give me a moment to look at a few notes here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so, um, now I see first off, let's talk about your address. So I see that someone here updated your address to your PO box. Did they connect you with someone at benefits and a card to update it? because it's going if.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] When, when I had um benefits and then that's why I said I had the PO box on there, but when I made the claim, I had to call and I was telling her that it wouldn't let me do the claim because it's just saying that I needed to call. And so she told me that what I was needing to do was um it wouldn't let me do it because it had my residential.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] And I told her, so I had to put in the residential which for [PII] or the zip code. And I told her I said I don't get mail there and she just kept on going or whatever, but that's the one I had to do to update but I told her I said I don't have um, you know, I don't get mail.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. So what I'm, no, what I'm, yeah, what I'm asking you though, [PII] is, so I can see that someone here did change your address to [PII].
[CUSTOMER][NEUTRAL] Yeah, um, the lady that I spoke with earlier, her name was [PII]. She, she uh.
[AGENT][NEUTRAL] Right, yes, right, but did she
[CUSTOMER][NEGATIVE] But with the benefits of the car, I don't, I don't have nothing.
[AGENT][NEUTRAL] OK, OK, so did she give you their phone number or connect you with them to update or to change your address with them because let me and the reason I'm asking this [PII], we can't officially change.
[AGENT][NEUTRAL] The addresses. Benefits on a card has to change that, and then it comes over to us electronically.
[AGENT][NEUTRAL] So this, it's, it's in here for now, but it will change back to your physical address.
[CUSTOMER][NEUTRAL] Yeah, that's what I was um.
[CUSTOMER][NEGATIVE] Yes, when I was trying to look that up on my um Yahoo and try to log into that, it wouldn't even let me log in at all.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'll, I'll give you the phone number for benefits of the card and then once you and I are finished, I'll make sure that um to get you connected with someone who can get your address there changed to your PO box, OK? Because again until they get it changed our system is not going to retain that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Whatever they have on file is going to dominate what we have, OK? So we'll, we'll make sure that that gets taken care of. Now I see that [PII] did explain that we were in need of the medical records.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, so they, they, they confused that what it is that like she said that she said.
[AGENT][NEUTRAL] From Doctor [PII].
[CUSTOMER][NEUTRAL] Yeah, but she said she's fat and he had the notes of everything that he wrote on the paperwork. I don't, I mean she don't even know.
[CUSTOMER][NEUTRAL] What, what else, like, what do they mean by the medical records like he wrote down on the paper like I'm looking at it cause I went to pick it up.
[CUSTOMER][NEUTRAL] So I don't know
[AGENT][NEUTRAL] your full medical records.
[CUSTOMER][NEUTRAL] What, what more?
[CUSTOMER][NEUTRAL] I mean, wouldn't it be, wouldn't they have to fax my regular doctor for medical records or Doctor [PII]?
[AGENT][NEUTRAL] Who has got you on disability?
[CUSTOMER][NEUTRAL] That's what I'm confused about.
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] Who has you off of work, Doctor [PII]? Cause I'm seeing his name through all of the notes.
[CUSTOMER][NEUTRAL] Um, doctor sent me because I told the woman.
[CUSTOMER][NEGATIVE] Yeah, so I had surgery. Like I have the discharge papers. I don't know what what more I think when he wrote, but I don't know what what what do they, I'm confused at what the crap they want. Like I'm, I'm confused. I'm and I called the lady. She had me on hold and she said she never received anything that they swear that they faxed on [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] She said the only thing, and they said they didn't even receive the paperwork, but they faxed it on the [PII] and faxed it on the [PII] and I uploaded and I uploaded the back part where it shows that they had faxed the paperwork. But she said that she never received anything. I said that's impossible when I have the paperwork.
[AGENT][NEUTRAL] No, we didn't
[CUSTOMER][NEUTRAL] That's saying it, it was faxed on the [PII]. And I don't know, nobody knows like what what what you want. Like, I don't know, we're just confused. The doctor's office is confused. I'm confused. We don't know what what what's been faxed.
[CUSTOMER][NEGATIVE] Cause they haven't received anything.
[CUSTOMER][NEGATIVE] Or email, we don't know what, cause like I told that woman, nobody.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] No it's not.
[AGENT][NEUTRAL] Mhm. No, go ahead. So, OK.
[CUSTOMER][NEGATIVE] Oh no, I was just saying nobody was communicating with me. I had to call and I said I never.
[CUSTOMER][NEGATIVE] You know, I just never dealt with a place that, you know, I never got no letter like I had to call for everything and see what's the problem because I've been out of work since [PII]. And so I'm trying to figure out, like I said, I know the first time I had got the wrong, somebody gave me the wrong, um, it was New York Life. And so I was submitting stuff to them and then when I found out it was supposed to be APL, I did that and like I said the doctor.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The um his assistant like doesn't know about nothing that they saying that they faxed on as well and and what else is needed.
[CUSTOMER][NEUTRAL] Cause I said I could take the paper up there but I don't like we don't know if they can stand the medical records, but.
[AGENT][NEUTRAL] Yes, that's what we're needing. It's a medical record. That's what the adjuster has, and that's what this um explanation of benefits states for medical records from Doctor [PII]. It's from Doctor [PII].
[CUSTOMER][NEUTRAL] I mean, I don't know what else
[CUSTOMER][NEUTRAL] So what would be in the me I mean I'm confused at what, what would be in the medical records.
[AGENT][NEUTRAL] It's all your medical
[CUSTOMER][NEUTRAL] Because that's not my dog.
[AGENT][NEUTRAL] OK. So all I can do now, I can only
[CUSTOMER][NEUTRAL] He he did my surgery but they referred me.
[AGENT][NEUTRAL] Right, so that I can, I can see that we, that's what it stated according to what I can see. Now, what I need to do, I need to do a couple of things. You're set up in your online service center portal, so you have access to your policy number. I can give it to you, [PII], if you would like. I'm also going to give you the
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I am
[CUSTOMER][NEUTRAL] Oh no, I'm just saying that um I had gotten into my um online portal.
[AGENT][NEUTRAL] You are you logged in? OK. All right. So you have your policy number. So let me give you, because I'm gonna connect you over to an examiner who can further go look at this with you because it just says that we're waiting for medical records from Doctor [PII]. OK. And I see that you've called several times. So that's the information that it says we're in need of. On disability claims, we do have to have the medical records.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's what it shows that we're needing. Uh, the phone number that you will need to call to get your address updated officially to your PO box.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and that is for benefits and a card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so they'll be able to tell me.
[AGENT][NEUTRAL] Cause like I said,
[CUSTOMER][NEUTRAL] What what specific paperwork? I mean.
[AGENT][NEUTRAL] No, no. I'm gonna, no. The only reason you're contacting Benefits and a card is to get your address corrected.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Because if they have your physical address on file, they need to get it changed to your PO box.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because if they don't, the change that Kiki made in our system is not gonna stay. It's gonna go back to your physical address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Where you can't get mail.
[AGENT][NEUTRAL] All right. So now, I'm gonna transfer you to someone who can maybe better explain what we're, as far as the medical records.
[AGENT][NEUTRAL] Um, here, that's gonna be someone here at APL and then like I said once.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You've done that then call benefits and a card at that phone number I just gave you to get your address updated, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] So is there anything else that I can help you with before I transfer you over?
[CUSTOMER][NEUTRAL] Um, I just got one question. Well, I ask them. I can ask them.
[CUSTOMER][NEUTRAL] Um, because I just was wondering, was it something high.
[AGENT][NEUTRAL] OK, well then.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh no, I'm just wondering was it something that they could.
[CUSTOMER][NEGATIVE] They could have emailed to me and I could have took up there because like I said, they're not saying that they received anything though.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But they probably can't answer who's gonna transfer me to.
[AGENT][NEUTRAL] Yes, now, and just so you know, as far as email, we cannot receive claims information [PII] via email due to security purposes. It either has to be uploaded in the portal or it has to be faxed or mailed, not emailed.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I mean that that's what I meant. I'm sorry. I meant to say uploaded my I just say.
[AGENT][NEUTRAL] We can
[AGENT][NEUTRAL] Oh, OK. OK.
[AGENT][NEUTRAL] OK, all right. Uh, because some people think that we can't, but we cannot for security purposes, accept that type of information, uh, via email. But anyway, I will, um, is there anything else that I could help you with before I connect you over to one of the examiners?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, no, ma'am.
[AGENT][POSITIVE] OK, [PII]. Well then, thank you for calling APL and I hope that you have a very nice afternoon.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. So one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Well, [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm all right, thank you. Um, I have an insured on the line. He's called several times, um, about her disability claim.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] His policy number 2,594,580.
[AGENT][NEUTRAL] For [PII], she's fully verified.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, all, I mean, the remarks have been gone over regarding medical records, but she, she doesn't understand.
[AGENT][NEUTRAL] That's just, I don't know how else to say it. She doesn't understand.
[AGENT][NEUTRAL] Why, and the doctors are saying that they haven't received anything from us, um, and it looks like
[AGENT][NEUTRAL] Just based on the notes that we sent a request over and a delay letter that was sent to the insured, but the doctor's office is saying they don't have anything and that they only have a paper that they've already sent, anyway.
[AGENT][NEGATIVE] And I don't know what else they could send. I don't see anything about any of that.
[CUSTOMER][NEUTRAL] Give me
[CUSTOMER][NEUTRAL] So sure check it on.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so the insured has the records from the doctor that she's gonna upload.
[AGENT][NEUTRAL] That's, but she says it's not, but she's saying it's not medical, it's not like full medical records that she uploaded what she had. That's what she's saying.
[CUSTOMER][NEUTRAL] OK, so we're not needing anything from her. You can send her over. I'll see if I can talk with her.
[AGENT][NEUTRAL] Yeah, she's confused. Uh, yeah, she's just confused about, and it sounds like the more people she's talking to [PII], the more confused she's getting cause we've gone over the remarks with her, but there's some kind of disconnect between her and this
[AGENT][NEGATIVE] The doctor's office and what is needed. And they're telling her they haven't received anything from us.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Alrighty, I mean they always say that they last time they told somebody that then the next thing we know they send it over so alright I'll go ahead and talk to her.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Don't I know that's right.
[AGENT][POSITIVE] OK, [PII]. Well, thank you so much. And um,
[AGENT][NEUTRAL] If you could just give her a friendly little reminder, she needs to contact [PII] to update her address. [PII] updated it when she talked to her a few minutes ago, which she really shouldn't have done. We're not supposed to update [PII]'s addresses, but I have as clearly as possible, explained to her that she has to get that updated with [PII].
[AGENT][POSITIVE] And I gave her their phone number so you could just maybe throw in a little friendly reminder about that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Thank you so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, no problem.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, bye bye.
[CUSTOMER][NEUTRAL] OK.