AccountId: 011433970860
ContactId: 05eac4ae-f276-48d5-b8c7-c0e2ea8a52e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 427059 ms
Total Talk Time (AGENT): 252377 ms
Total Talk Time (CUSTOMER): 99684 ms
Interruptions: 8
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/05eac4ae-f276-48d5-b8c7-c0e2ea8a52e2_20250113T14:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], this is [PII] giving you a call back.
[AGENT][NEUTRAL] OK, thank you for calling me back and put my information back. I know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have a, do you have already the person I was.
[CUSTOMER][NEUTRAL] I do not. Can you give me her uh date of birth please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK and the name again?
[AGENT][NEUTRAL] [PII], no, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Uh-huh, that's correct.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] OK, on [PII] when I spoke with you and I faxed over some information and you did send me the claim form and information back except I did ask for medical records from [PII] and I, you know, the medical records didn't come with the paperwork that you sent back. So that's why I was, huh, [PII], go ahead.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What's the date? I'm sorry, what are the dates?
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, um, so there, there was only one visit, um, for the [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of [PII] so I can fax that over for you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yeah, you can fax that to me or you can, I know, can you email it or you can't email it?
[CUSTOMER][NEGATIVE] No, I can't email anything.
[AGENT][NEUTRAL] OK, OK. OK. So you'll fax it over. OK. Yeah, fax it.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I will. What's what's the fax number? Excuse me.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And so my question is, when I spoke with you on [PII], you said the last time she was seen was before [PII]. She was seen on [PII] and everything was normal. That's what I got from the conversation we had. So on the new claim form that you sent in, dated [PII], if everything was normal.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Why is it that uh you got on here that uh you got a list of any complications, you got none. So when she was seen on [PII], when did the doctor say she could go back to work?
[CUSTOMER][NEUTRAL] Ma'am, she.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK. So when she's seen on [PII], the doctor said she could go back to work on [PII]?
[CUSTOMER][NEUTRAL] No, no, no, so they didn't discuss it then, so it's typically they have 12 weeks from delivery date.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah, that's the FLMA, but I'm talking medically, what reason she was unable to go to work starting after she'd seen on [PII]. That's what we kind of, yeah, because we go by medical, huh.
[CUSTOMER][NEUTRAL] And then so
[CUSTOMER][NEUTRAL] Um, anxiety.
[CUSTOMER][NEUTRAL] Anxiety.
[AGENT][NEUTRAL] OK, so she did have anxiety starting on [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, it, it didn't start. She didn't mention that. I don't see, uh, so she messaged the doctor. They had conversations, um.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Back and forth.
[AGENT][NEUTRAL] OK. What day did she start messing to the doctor saying that she was having anxiety?
[CUSTOMER][NEUTRAL] On [PII], well, let me go back on, let me make sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] is the first time she started having anxiety. But before then from
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, no, that's the first time she mentioned, she was mentioning, yes.
[AGENT][NEUTRAL] That's what I'm talking about, Mr. [PII]. OK, [PII], and that was through a call, OK, but even though we know they get 12 weeks of family medical leave on our policy, you only get 6 or 8 weeks depending on the type of the delivery you have or you still continue.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Be out if you have complications. So between when she sent the doctor on [PII] until [PII], no mention of no complications. She was just being out for her 12 weeks that family medical leave give her. Is that correct? That's what I'm trying to find out. OK, so, so, OK, so and after [PII], that's when she called and said she had anxiety.
[CUSTOMER][POSITIVE] Correct, correct, yes ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's what I was trying to make sure we had [PII]. OK. And yes, please fax me those uh medical records uh for that date of service [PII] because if she could, if she was, well she wasn't released because she y'all had on family medical leave.
[AGENT][NEUTRAL] Going by that, but a normal pregnancy, when she sent the doctor on [PII], there was no mention of anxiety. She could have returned back to work if it wasn't the fact that y'all just had her off because of family medical leave. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, that's so that is correct. OK. Well, that's what I was trying to uh make sure I understand it because we're discussing do we just trying to make sure, do we owe her any additional uh benefits uh on a claim based on, you know, the paperwork that we received and stuff. All right, so yeah, if you would fax me that information. Thank you, [PII]. Bye-bye. Bye. You too, bye-bye.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, you're welcome have a good one bye bye.