AccountId: 011433970860
ContactId: 0848d002-b6d5-4488-8660-13053974b3ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 488880 ms
Total Talk Time (AGENT): 244065 ms
Total Talk Time (CUSTOMER): 262746 ms
Interruptions: 6
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/0848d002-b6d5-4488-8660-13053974b3ab_20250204T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Ms. [PII], you're the lady I need to talk to. Uh, my, my name is [PII]. I spoke to you a couple of times about my, uh, my critical illness claim that I'm trying to get through. OK, here's the thing. I, I called about like 20 minutes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Before you start, Mr. [PII], before you start, give me your phone number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. Give me your policy number, please.
[CUSTOMER][NEUTRAL] Oh, hold on one second. I got it on the computer, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got right.
[CUSTOMER][NEUTRAL] I might have to re-log in hold on one second.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] Uh, I knew it would log me out.
[CUSTOMER][NEUTRAL] Alright, my policy number.
[CUSTOMER][NEUTRAL] Yeah, why is it taking so long to come up?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Critical illness policy number is 247.
[CUSTOMER][NEUTRAL] 552 3
[AGENT][NEUTRAL] All right, and before you start just name, your date, I mean, let me have your uh date of birth, your mailing address and email address on file for verification.
[CUSTOMER][NEUTRAL] Uh [PII] and [PII].
[AGENT][NEUTRAL] All right, now go ahead with your question.
[CUSTOMER][NEGATIVE] Alright, I called about 20 minutes ago and asked y'all what was going on with it because it's been, you know, a long time waiting and uh that y'all had told me the lady had told me that y'all were still waiting on the medical records from my doctor which I had been waiting on for it's been almost a month now, so I called my doctor and I said, hey, look, these people are waiting on your medical the medical records for me so I can get my claim processed.
[CUSTOMER][NEGATIVE] Uh, do y'all have it, and they said they have nothing in my file of anybody ever requesting any medical records from y'all about me. So I said, OK, I'm gonna call them right now. I said it's kind of funny because y'all telling me the doctor's telling me they never heard from y'all and y'all telling me y'all never heard from the doctor.
[CUSTOMER][NEUTRAL] So I said, OK, this is what I'm gonna do. I told a lady I, I called the girl at the doctor's office. I said, Look, this is what I'm gonna do. I'm gonna, I'm gonna give you this their, their fax number and everything, and I'm gonna call them right now and ask them to send the medical records request so y'all can talk to them today because I know they're there today. So could I get it to where y'all can do that medical records request today and get in touch with somebody over there to get.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I will do my best to, to, to see what the, the adjuster because the adjuster that's working on this, she's out today, but I would see what she's requesting and see what she sent over to, to the doctor's office because I do see on [PII] we got a letter out here showing where she did send a letter to let me tell you the doctor name that she's got this letter going to.
[AGENT][NEUTRAL] Uh, when it come up, see what you got out of here.
[AGENT][NEUTRAL] She got to South, Southeast Neuro Center, neuroscience Center. That's what she sent. Uh-huh, OK.
[CUSTOMER][NEUTRAL] I know, I, I know I said I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Well, not me, must I lost the bell or something because apparently the like the girl I was talking to said she they didn't have anything for me or heard anything about it so.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, well if you gave me a fax number, I can forward this letter that she did over to that doctor's office. So what is the fax number you want us to send it to?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, find me a fax number. Find me the doc. Hold on, my wife's gonna look it up. I, I, I, I just, I mean, I, I know I've already faxed all my medical records from that office to y'all, but I, I don't know if it's something y'all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, like I say, the, the, the, the adjuster, the adjuster that's handling this, she's out of the office today. I don't know exactly what she's looking for, but she did request medical records from Doctor [PII] Hi. Uh-huh. So.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I got you, hold on one sec.
[AGENT][NEUTRAL] Oh, I thought you said you spoke with them and got a fax number from them.
[CUSTOMER][NEUTRAL] I'm gonna
[CUSTOMER][NEUTRAL] I got it I got a fax number from y'all to get to them and I gave, I gave them y'all fax number.
[AGENT][NEUTRAL] Oh, OK, well they, they need, we need their fax number. Yeah, cause.
[CUSTOMER][NEUTRAL] Yeah, I, I gave, I gave them y'all fax number and told the lady I was like, look, I'm gonna call them now and they're gonna send y'all something and when they send you out a request, send, and then I gave her y'all fax number, say send my medical records to this number, and she's like, OK.
[AGENT][NEUTRAL] But she, she's not asking for this is what she's asking for. She's asking for a tenant physician statement completed by you on by the doctor office on [PII], which states Mr. [PII] was diagnosed with mother sclerosis on [PII]. The group in the [PII]licy, Mr. [PII] with our company define Mr [PII] as and she.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] told him what the condition was. In order to remove Mr. [PII] claim for possible benefits, we are needing why do you not recommend a lumbar puncture for Mr. [PII]? So she's asking for specific questions from him that they need to answer and get back to her.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, OK, OK. I understand that and I, I spoke with my doctor last month when I went to his appoint the appointment, and he said that he had talked to y'all and he had answered that question because I know what you're talking about.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Well, she, she, she, she must have don't have it because I, I mean, I'm, I don't want to handle this, so I don't know what exactly what she's looking for. The adjuster that is handling this, she's not in the office today, but I can resend this information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] When, when is she gonna be back in the office?
[AGENT][NEUTRAL] I, I, I just know she, she, I just, I just know she's not, I just know she's not in the office today. I wouldn't be able to tell you because I, you know, I don't know her schedule. She I know she's out today, but, uh, I can, like I say, I can get this back over to the doctor's office or, you know, and uh get her to call you back tomorrow if she's here to tell you exactly what, what's going on with your particular client.
[CUSTOMER][NEUTRAL] Cause, cause, I think this is like the 2nd time I've called and she wasn't in the office.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Oh, was this
[CUSTOMER][NEGATIVE] Yeah, I, I'd really like to talk to her or, or, or she's got a supervisor or something like that, somebody who I can get this thing going because it just seems like we've been playing phone tag for the last two months and I've been sitting over here at the house starving waiting for this policy, you know, and I'm just trying to get things going so I mean like you said, can can you send anything today to them for what she's looking for?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I would review it. I will review it if I can figure out what she's trying to do, I would send whatever she's trying to do over to the doctor's office. What is the fax number for that doctor if you got it?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, hold on, let me, let me, uh.
[CUSTOMER][NEUTRAL] I have their phone number. I don't know what their fax number is, but hold on one second, hold up, [PII], what's the name of the place called again?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] SNC.
[CUSTOMER][NEUTRAL] S N C
[CUSTOMER][POSITIVE] I'll be OK.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] You don't have to worry about it. Let me review, and I, I can always get the doctor back to myself. So let me review what's going on with it. I will send her a, a email and let her know that you would like a return call back about this, and I will see what's what's also going on with it if I can figure out what she's requesting, OK?
[CUSTOMER][NEUTRAL] Yeah, I, I, I, I got, I got uh some phone numbers. I just don't see any fax numbers anywhere.
[AGENT][NEUTRAL] That's all right, but I can, I can review it. I can review it. I, I, I can take care of it and I will send her the information, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK appreciate it thank you and then I'll just call back tomorrow, see how things going.
[AGENT][NEUTRAL] You you
[AGENT][NEUTRAL] Yeah, you can call. Her, her name is [PII]. That's who you can ask to speak to, [PII].
[CUSTOMER][NEUTRAL] spell her name. Say your name again, spell it for me.
[AGENT][NEUTRAL] [PII] and her last name is [PII].
[CUSTOMER][NEUTRAL] OK, I got you a shave or yeah.
[AGENT][NEUTRAL] Alright, alright.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome, Mr. [PII]. Thanks for calling American Public Life, and you have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] All right thanks.