AccountId: 011433970860
ContactId: 1434c34c-5bcf-49e6-8072-5e3d00eba20a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 663429 ms
Total Talk Time (AGENT): 201978 ms
Total Talk Time (CUSTOMER): 475331 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/1434c34c-5bcf-49e6-8072-5e3d00eba20a_20250604T15:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, yeah, hey, good good morning there, [PII], yeah, I'm looking to get some information on, uh, a claim that I provided.
[AGENT][NEUTRAL] OK, may I have your name, please?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Uh sure. Um, so that's [PII] spelled [PII] Last name is [PII], like [PII].
[AGENT][NEUTRAL] OK, and may I please have a callback number?
[CUSTOMER][NEUTRAL] Uh, sure, uh, that's area code [PII].
[AGENT][NEUTRAL] And may I please have your policy number?
[CUSTOMER][NEUTRAL] Uh, sure, so that's uh 260-7315.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], may I please have your date of birth and then the.
[AGENT][NEUTRAL] Mailing address, please.
[CUSTOMER][NEUTRAL] Oh OK, sure, uh, date of birth is [PII], mailing address is um [PII].
[AGENT][NEUTRAL] And it does look like we have an email address on file. Could you verify that to make sure it's correct?
[CUSTOMER][NEUTRAL] Oh sure, of course, um that's [PII].
[AGENT][POSITIVE] And thank you so much for verifying your policy you're calling in regards to a claim submission?
[CUSTOMER][NEUTRAL] Sure sure.
[CUSTOMER][NEUTRAL] Right, right, yeah, that, um, I got the information in and I, I, so I talked to one of your associates yesterday one of you, and they mentioned that they, um, got everything that they finally needed. My, my employer was dragging their feet on that, so, so things have kind of gotten stretched out, uh, it's been over a month. So, um, nevertheless, um, she mentioned that they had, uh, requested from my physician, um, a little more information.
[CUSTOMER][NEUTRAL] Um, some medical records and so forth, and I forgot to ask her who, how do they, um, get that over to them because I was gonna give them a call. She, she advised me to give them a call just to make sure that, you know, that they're gonna be moving forward with that as soon as they can. But so, uh, so how would you guys have gotten that over to them? Would that, would that, would that have been through email or through faxing or, or did they call them? So when I call them I can say, well, you know.
[CUSTOMER][NEUTRAL] Uh, they called you guys could you follow through on that and request as soon as possible, but I wasn't sure how, how you guys, you know, got a hold of them to do that.
[AGENT][NEUTRAL] OK. They either probably submitted that via mail.
[CUSTOMER][NEUTRAL] Oh OK. 00, you're thinking that's what they typically do?
[AGENT][NEUTRAL] To the provider.
[AGENT][NEUTRAL] Yes, it's submitted via mail.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh, OK, be a mail, yeah, she didn't tell me. OK, so, um, OK, so unfortunately I could take, you know, whatever, whatever time it takes, um, sometime later this week maybe they should get it or.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Could you tell me so I can tell.
[AGENT][NEUTRAL] I'm honest I'm honestly not sure it's based off of the mailing system, so I would know exactly when they would receive it. The only thing that I can say is that it was submitted out on [PII] in which that possibly went out in today's mail from the from the post office.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, OK, right, so they, yeah, so, so, so we both know, you know, that's fine, so we both know, we both know they haven't received it yet.
[CUSTOMER][NEUTRAL] But I'll, I'll tell the, the one person I'm working with there, you know, just to keep an eye out for it and to assist me as soon as possible like to, to get that back in now, so, so like I said, this guy has gotten elongated, um, it's, it's been, it's terrible, you know, um, to me because, you know, as my, you know, be able to keep coming in and the person I was working with on my job, you know, mentioned they were gonna get it into um.
[CUSTOMER][NEUTRAL] You know, because I don't necessarily work with them. It's always over through texts or what have you. It's kind of a temp job that they was gonna get it into the um HR department, um, because I sent their form, you know, and I sent my forms a long time ago, 3 weeks ago or so did a doctor or a part, you know, almost a month ago.
[CUSTOMER][NEUTRAL] But that person was playing games on my job and didn't submit it, so I finally got a hold of HR, you know, cause I was talking to one of your associates and she came on the line. She didn't know I was online. She says, Well, do we really need it for that because, you know, you know, he hasn't been here in about 3 weeks or so or 4 weeks. And um so she, she was so unfortunately, I found out she was playing a game, playing a game with a person's life. You don't do that.
[CUSTOMER][NEGATIVE] So, um, so I got a hold of HR and they, and they got it right over, you know, right away they apologize, you know, via email, and, um, so, so in other words, this has gotten very, uh, elongated out. So, um, so now that I hear it's getting in the mail and oh my goodness, this, you know, will I ever get my payment, you know, if it gets approved, of course, you know, 3 or 4 months it's ridiculous, you know, so, um.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] But so, so yeah, so that's, that's kind of where I'm at with that, um, um, so how could we expedite this, you know, um, I guess they'll have to fill it out or or whatever forms they need and send it back in the mail or is there a way they could fax it? I think they faxed it once before my, my position, so how can, you know, hopefully you understand my pain. How how can we, um, speed this up? This has been terrible.
[AGENT][NEUTRAL] Yes, on, on the form when they received it, it is gonna show that they can submit it via fax or mail, so that is listed on there. So if they do, if they would like to submit it via fax, that would work as well, or they can submit it via the secured portal that is listed on that form also, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And you will also receive a delay letter in the mail, which was issued out on the processing of this claim as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I'll keep that for that. I didn't know that. OK, um, OK, portal, they can do the portal, OK, as well. Now I don't know how would they be able to do it on the portal now I know I can get on the portal, but are you saying they can actually get on the portal too, um.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, the provider has the option to set up a portal to access and submit claims.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] I see. OK, I'll, I'll remind her of that. She's, she's a nice lady. OK, uh, because that, that would probably be the quicker, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You versus the mail that probably would be.
[AGENT][NEUTRAL] The facts of the portal would be around the same time frame compared to the meal.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, in other words, a little quicker, OK, and, um, OK, um, now is this standard procedure that you guys, you know, you know, you know, because they were pretty self-explanatory on the original paper they sent, you know, you guys gave me a form that had like 8 pages or whatever, so why are we extending this thing out? Is this sometimes is that, is that what happens or you know, I thought we did everything we were supposed to do is what I.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Like
[AGENT][NEUTRAL] With this, those are the required documents, which it would come from you, the employer, or from your doctor as well.
[CUSTOMER][NEGATIVE] What, what, what I'm saying is you guys gave me the 8, you know, documents, uh, to, to make sure we got filled out for, you know, for the claim, and so what I'm saying is this is getting a little frustrating why, you know, what, what wasn't that enough? I mean, you know.
[CUSTOMER][NEGATIVE] Apparently not.
[AGENT][NEUTRAL] No, because we have, we have to have the information from your doctor stating the reason or checking for the reason for that visit. We just can't go off of the policyholder indicating that's the reason. So we have to get the information or medical information from the provider.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh.
[CUSTOMER][NEUTRAL] Oh, no, no, my
[CUSTOMER][NEUTRAL] Yeah, uh, no, I understand that. I appreciate that to me too, but what I'm saying is there um is a portion for them to fill out and actually she did, uh, fax it over. She said I faxed it over, Mr. [PII], uh, you know, um, the information that they were needing in that 88, you know, disability claim form, you, you see what I'm saying? They did their part initially, but I guess that wasn't enough or.
[CUSTOMER][NEUTRAL] You know, you see what I'm saying?
[AGENT][NEUTRAL] No, it is a possibility in that form, it did request the medical records and it wasn't received.
[CUSTOMER][NEUTRAL] 00, maybe she didn't see that that would, yeah, I didn't know that, so that's probably what happened.
[AGENT][NEUTRAL] Yes, because we're gonna need that from the provider.
[CUSTOMER][NEUTRAL] Mhm, OK, like I said, I'm not insurance, so I'll let her know. OK, looks like you guys didn't quite get everything over to them, unfortunately I didn't know this first time you hearing that, um, so evidently they did, they did, she probably didn't send everything. OK, I didn't know that. OK.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Oh, that's no problem.
[CUSTOMER][NEUTRAL] Uh, well, I mean, here we go. Come on, she, she should be more thorough too, but maybe I guess she didn't see that part or oh my goodness.
[CUSTOMER][POSITIVE] OK, alright, um, OK, well, I'll, you know, I'll kindly remind her of that as well, so that's unfortunate, yeah, OK, uh, right, OK, alright, [PII], yeah, yeah, yeah, I appreciate that. OK, when I talk to at least I'll kinda know what's going on and.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I do understand.
[CUSTOMER][POSITIVE] And um and, you know, just kind of let her know to be ready for that, you know, correspondence when it comes in and to help me out as soon as possible because this has been, yeah, terrible, right, yeah.
[AGENT][NEUTRAL] Yes, and I did read the form. It does state that they do have the option to fax it to that um to a fax or mail. So they just have the option for the fax or mail only. So if you would like for it to be expedited, just go ahead and submit it via that fax.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, not the portal, right, right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, not, you know, not a portal, OK, right.
[AGENT][NEUTRAL] Correct. Now, if we had a fax number, I can see if they could submit that in to them via fax.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm, mhm. Oh, that's an idea, right, so since it's been so long.
[AGENT][NEUTRAL] Yes, now you can probably contact them to see if they do have a fax number and then I will just make note of that, but I'm not guaranteeing that it is a possibility that that letter could be faxed over, but.
[CUSTOMER][NEUTRAL] My employer maybe.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Right, but, but possibly, oh, OK, um, OK, OK, no, that's, that's good. I appreciate that that little tip, um, OK, um, so yeah, while I'm talking to her that can at least maybe get that number as well, right, OK, or even the front desk, even the front.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, unless you would like for her to call if you would like for them to call in and just give us the fax number to request that letter to be submitted over.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] As well, OK, right, right, OK, OK, alright, well I appreciate it's some good tips. I really appreciate it's been kind of a tough time. I appreciate that. OK, OK, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're welcome. I do understand. And is there anything else that I can assist you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, that's gonna do it. I appreciate it you have a good day.
[AGENT][POSITIVE] OK, same to you and thank you so much for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye.