AccountId: 011433970860
ContactId: 0592c928-e5da-4a55-b871-967990a0ead8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 696940 ms
Total Talk Time (AGENT): 184049 ms
Total Talk Time (CUSTOMER): 414072 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/0592c928-e5da-4a55-b871-967990a0ead8_20250527T18:14_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, hey, [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][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.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] His policy number 2,594,580.
[CUSTOMER][NEUTRAL] For [PII], she's fully verified.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, all, I mean, the remarks have been gone over regarding medical records, but she's, she doesn't understand. That's just, I don't know how else to say it. She doesn't understand.
[CUSTOMER][NEUTRAL] Why, and the doctors are saying that they haven't received anything from us, um, and it looks like.
[CUSTOMER][NEUTRAL] Just based on the notes that we send a request over and a delay letter.
[CUSTOMER][NEUTRAL] 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.
[CUSTOMER][NEGATIVE] And I don't know what else they could send. I don't see anything about any of that.
[AGENT][NEUTRAL] You mean
[AGENT][NEUTRAL] So then sure check it on.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And so the insured has the records from the doctor that she's gonna upload.
[CUSTOMER][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.
[AGENT][NEUTRAL] OK, so we're not needing anything from her. You can send her over. I'll see if I can talk with her.
[CUSTOMER][NEUTRAL] Yeah, she's confused. Oh yeah, she's just confused about, and it sounds like the more people she's talking to [PII], the more confused she's getting because we've gone over the remarks with her, but there's some kind of disconnect between her and this.
[CUSTOMER][NEGATIVE] The doctor's office and what is needed. And they're telling her they haven't received anything from us.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][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.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Don't I know that's right.
[CUSTOMER][POSITIVE] OK, [PII], well thank you so much and um.
[CUSTOMER][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][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And I gave her their phone number so you could just maybe throw in a little friendly reminder about that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] All right, no problem.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I was calling to see, um, to inquire about my policy that they um were saying that I need medical records to get clarification because I don't know what they're talking about specifically.
[AGENT][NEUTRAL] OK. And so now we do not need the medical records from you. We've already requested the medical records from Doctor [PII] office.
[CUSTOMER][NEGATIVE] Yeah, um, I called them today and the the lady at the front desk that I spoke with, she had me on hold and she said that the only thing that they have received was what I took out there to them, that paperwork that they faxed on the [PII] and the [PII], and they said they don't have, they don't know what, I mean, nothing was basically faxed to them on [PII].
[AGENT][NEUTRAL] I'm sorry, that was fax to them from who?
[CUSTOMER][NEUTRAL] Um, they, the one that I spoke, I spoke with some lady named [PII] before I spoke with the other lady that transferred me to you. She said that they faxed some paperwork to Doctor [PII] for him to fill out on [PII], and they said they never received anything to be that um that they signed him to fill out but no medical records. That's why I said nobody don't know.
[CUSTOMER][NEUTRAL] What, what is going on because the only thing that I picked up the paperwork that they faxed to them to y'all. And so that's the only thing she said that they don't know nothing about no medical records. She said he wrote down the notes and that's the only thing that they do.
[CUSTOMER][NEUTRAL] Because he is the referring doctor. Like I said, yes, he has me out, but I have my own doctor, so I don't know, should it be him or should it be her for the medical records.
[AGENT][NEUTRAL] OK. So, if uh Doctor [PII], uh,
[AGENT][NEUTRAL] I can check to see if the uh information was sent over and we can try to make a phone call to Doctor [PII]'s office to see if they received the fax.
[CUSTOMER][NEUTRAL] Yeah, that that would be better because like I said, I'm confused and then they're confused and then I don't know, you know what I'm supposed to say so I can just give you what I think y'all have the number to call. And so y'all can call and talk with them because I don't, like I said, what I tried to explain to them, they said they don't do no medical records, they got notes and that's the only thing I know.
[AGENT][NEUTRAL] I mean that's fine if they don't have any medical records, all they have to do is send the information back to us stating that there are no medical records on file um and then we would proceed from there but we do have to receive something back from them if he, you know, whatever notes doctor notes that he has on you, we would need that information but I will see if we can reach out to Doctor [PII] to be sure that they receive the information, the medical records request that was sent over.
[AGENT][NEUTRAL] Uh, so that they can go ahead and review it, but the claim won't be reviewed until after we.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that'd be better.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because I don't, like I said, I'm trying to explain it to her and then she had me on hold to see was there anything that they had received, I guess on the [PII] because the lady said they signed it, but they said they never received anything. The only thing they received was the paperwork because when I spoke with the lady, I said, well, if they sent something to them, couldn't they send it to my email and I could take the paperwork to them like I did the other paperwork? Like, like I said, I don't know if I would want.
[AGENT][NEUTRAL] No, ma'am. We can't.
[AGENT][NEUTRAL] We can't.
[CUSTOMER][NEUTRAL] I would want somebody to
[AGENT][NEUTRAL] We cannot, when we, whenever we request the medical records, we have to request it directly from the doctor and the doctor has to send it directly to us.
[CUSTOMER][NEUTRAL] OK, I would want somebody
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, well, I would like for y'all to give them a call because that'll be better so they can know fully if I'm leaving something out.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What's really needed.
[AGENT][NEUTRAL] Yeah, I mean with the request, the request is uh it's pretty self explanatory and I'm sure they get medical records requests all the time, but we can try to see if we can.
[CUSTOMER][NEUTRAL] Yeah, I will tell her that she was saying.
[CUSTOMER][NEGATIVE] She said that what she wrote on there, she said they don't do the medical records cause I told her it was for my disability. And she was just like, um, first she said it was another company, then she said that she put me on hold and I told her I said they said they needed the the medical records because I mean what I'm reading on the paper, I mean they said the they need a tending physician, position, I can't say it right, statement and a supporting documentation.
[CUSTOMER][NEUTRAL] So I assume that's what they need in right, the supporting documentation.
[AGENT][NEUTRAL] I'm putting up the request to see what she said, but she put on the request. Give me one second.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] No, ma'am. On the medical records request, there's just she's just asking for medical records for data service [PII]. So that's what we're requesting from uh Doctor [PII]'s office.
[AGENT][NEUTRAL] So maybe what you were asking for is something totally different so maybe that's why they couldn't find what you were looking for.
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] Yeah, um, but they would have been able to find whatever they said that was faxed on [PII].
[CUSTOMER][NEUTRAL] But she said it wasn't anything fact I made as well so I'm assuming that would have explained what I was talking about, or what I was trying to say, but if they didn't receive anything that they're saying that should have been received on the [PII], so that's a communication.
[AGENT][NEUTRAL] Um, like I said, we can, we can always reach out. We can reach out to them and see if they have received that information. Uh, if not, we can try to fax it over again or send it to them again, but that's what we were looking for.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, yeah, I would like for somebody to reach out. Is it is the um number that you have on file the.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, let me look at the paperwork and see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK. So I'm showing that the Doctor [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that, is it
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] No, um, let me see.
[CUSTOMER][NEUTRAL] OK, [PII]. That's his office number. But I have been calling the front office. That's how I reached him.
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] Uh, well, I'm looking at the information that's on the um on the claim form.
[CUSTOMER][NEUTRAL] And the nurse.
[CUSTOMER][NEUTRAL] Yeah, um, the number at the bottom. That's the one that I've been um.
[CUSTOMER][NEUTRAL] Calling, and that's how I get in touch with the nurse at [PII].
[CUSTOMER][NEUTRAL] Yeah, it's not 253, it's 233.
[AGENT][NEUTRAL] Mhm I'm looking at two different numbers. One says 253 and one says 233, so we'll try both and see which whichever one we get.
[CUSTOMER][NEUTRAL] No, those are the same numbers. I think that you must thought that it's a 3 instead of a 5.
[AGENT][NEUTRAL] OK, well, that's fine. However, we'll reach out to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well it's a, it's a 3 instead of a 5. I guess like the way he wrote it, I can see that you thinking it was a 5, but it's supposed to be a 3.
[AGENT][NEUTRAL] OK, we'll reach out.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Right.