AccountId: 011433970860
ContactId: 1ceb414c-1bcb-470e-8cd7-d08bd952841f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 776690 ms
Total Talk Time (AGENT): 184584 ms
Total Talk Time (CUSTOMER): 269802 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/1ceb414c-1bcb-470e-8cd7-d08bd952841f_20250428T18:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[AGENT][NEUTRAL] And how may I assist you please?
[CUSTOMER][NEUTRAL] I have a disability claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] I don't. I have my address and my.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Social Security
[AGENT][NEUTRAL] OK, go ahead with the Social Security.
[CUSTOMER][NEUTRAL] My email
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna need, OK, let me have the spelling of your name because for the social we need the whole thing to pull your policy. Let me have the spelling of your last name.
[CUSTOMER][NEGATIVE] Yeah, I'm not giving it at all.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] Go ahead with the spelling of your last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you said the first name is [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. May I have your date of birth, mailing address and email address on file for verification?
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] What else?
[AGENT][NEUTRAL] Your email address and your date of birth.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] OK, thank you. Let me see where we're at with the claim.
[AGENT][NEUTRAL] Do you mind holding for me? I'm just gonna go through the paperwork and see where we are with the claim, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I'm good thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me. OK, so it looks like we received the medical records. Well, the, the examiner received the medical records and right now she's under review. So it's just a few more days for her to make a decision, OK?
[CUSTOMER][NEUTRAL] OK, so you don't need me. I called at the end of last week and I had an appointment and I let you talk to my wife.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] She told me that you needed.
[CUSTOMER][NEUTRAL] Medical records from uh [PII].
[CUSTOMER][NEUTRAL] All that was was a nurse practitioner at the emergency care clinic.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So she told me that she told you that my primary doctor is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Who did you send the medical records to because [PII] will have no medical records of me. I've only been there one time.
[CUSTOMER][NEUTRAL] [PII] is my primary doctor. I don't know why the surgeon would have put.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] unless it's because he, she, whenever I went my, she told me that I need to.
[CUSTOMER][NEUTRAL] And was referred to.
[CUSTOMER][NEUTRAL] A podiatrist, all I was told was I need to see a podiatrist by the beginning. That was on a Saturday, on like the [PII], the [PII].
[CUSTOMER][NEUTRAL] And by [PII] I was in the hospital and by that beginning of that week, my toe was cut off.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So I don't know who you, who did you send the paperwork to to get my medical records. [PII] has none.
[AGENT][NEUTRAL] OK, uh,
[CUSTOMER][NEUTRAL] Except that I went in and told.
[AGENT][NEUTRAL] OK, um, Mr. [PII], um, the examiner, which is the one that is processing your claim, is the one that will send that information, and we go by what she puts in the system.
[CUSTOMER][NEUTRAL] Well, the thing is that you've.
[CUSTOMER][NEUTRAL] The thing is, is you've never sent me anything about my disability claim.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] To my mailing address so unless you tell me.
[CUSTOMER][NEGATIVE] It's gonna be another 6 or 8 weeks without me knowing anything cause you've never one time mailed me anything about my disability claim, which is going on 2 months old.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I understand. And, and like I said.
[CUSTOMER][NEUTRAL] Since [PII].
[AGENT][NEUTRAL] Before she received the medical records. So if she put here that she received the medical records and she
[CUSTOMER][NEUTRAL] From which doctor?
[AGENT][NEUTRAL] Let me get, let me get uh a specialist on the line one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] Doing well, so thank you how are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, I have a member on the line that, um, he just, he needs information. Um, I, I was just giving him a reading, you know, everything that we have in the system, the notes and everything, but he's just a little bit, I guess, upset that he's not getting anything done yet. And even though I told him we got the information, he just want more inform like he's like, well, why you send it to that doctor? I believe you sent it to the wrong doctor and
[AGENT][NEGATIVE] He's just thinking that we send the medical records to the wrong doctor, the request and we got the wrong one. So he's just a little upset about that. Um, the policy number is 259-7994.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Yeah, and 26 pounds.
[CUSTOMER][NEUTRAL] And OK.
[AGENT][NEGATIVE] Now, I let him know that we received the medical records because I see the note from [PII] and it's being processed, but he's like, no, that was the wrong medical records. I don't know why you're asking for medical records for that one when it's supposed to be another doctor. So, um, yeah, I'm, I'm not sure what because.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, I will try to assist him now everything's been verified so.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Everything's been verified. The callback number is the same one in the system. Um, he didn't have the policy number, so, um, I just pull it up with the personal information, OK?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, so here he comes. You're ready for him?
[CUSTOMER][POSITIVE] I am thank you.
[AGENT][POSITIVE] OK. You're welcome. All right, here he comes. Have a good day.
[CUSTOMER][POSITIVE] Right. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][POSITIVE] You too, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you for holding and being patient for you, Mr. [PII]. I got Ms. [PII] on the line. She's in the claims, uh, support team. She's gonna assist you from here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So my question is, is when you guys.
[CUSTOMER][NEUTRAL] Ask for my primary doctor's.
[CUSTOMER][NEUTRAL] The surgeon for whatever reason took Carry Pitchford. Carry Pitchford is not my main provider, so that was just emergency care.
[CUSTOMER][NEUTRAL] So she has no records on me so I was asking the lady if it was [PII] who the medical records was sent from.
[CUSTOMER][NEUTRAL] Because I've only been to the emergency care one time.
[CUSTOMER][NEUTRAL] OK, and I'm checking on that, sir. My name's [PII], it's [PII] and I'm on the claim support team, so I'm gonna assist you further out from here. Um just give me one moment. I'm looking over the paperwork so um.
[CUSTOMER][NEUTRAL] You're stating that we requested medical records from someone that was just a one, a one visit.
[CUSTOMER][NEUTRAL] Yeah, that's what we explained to you at the end of last week. Whoever I had to, I had to go do some medical stuff whenever we called and I gave you permission to talk to my wife and that's the information I got that you was asking for [PII] because.
[CUSTOMER][NEUTRAL] It was emergency care like it's like a different building from emergency room in [PII].
[CUSTOMER][NEUTRAL] So I went in there just because my toe was swoll up the size of a cucumber and she, she referred me to go get it debris by a podiatrist so I'm assuming that the only reason her name is even involved is because.
[CUSTOMER][NEUTRAL] I went from emergency care that day to get a referral to go to a podiatrist to being admitted into the hospital in another town the next day because it even swelled up bigger.
[CUSTOMER][NEUTRAL] So [PII], I don't even know who she is.
[CUSTOMER][NEUTRAL] Yeah.