AccountId: 011433970860
ContactId: 21f4b7ed-c06e-41da-98f5-5f88d401a1be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 530280 ms
Total Talk Time (AGENT): 173846 ms
Total Talk Time (CUSTOMER): 341577 ms
Interruptions: 9
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/21f4b7ed-c06e-41da-98f5-5f88d401a1be_20250128T16:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking to? How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, I just had a question about my critical illness claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I had, uh, I was waiting.
[CUSTOMER][NEUTRAL] We were waiting
[CUSTOMER][NEUTRAL] Uh, we had made the original claim and.
[CUSTOMER][NEUTRAL] It, it, it got, they, they said they couldn't do it without uh uh a spinal tap or some uh spinal fluid.
[CUSTOMER][NEUTRAL] And then uh we did a we did a, you know, a reclaim or I don't remember, uh, and
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] I did an appeal.
[CUSTOMER][NEUTRAL] Appeal, I'm sorry, yes, an appeal, uh, because I do, my doctor said that's, that's not necessary. I had all the blood tests and MRIs to, to, to claim that I was diagnosed with MS and uh.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Y'all were redoing it and just waiting on my doctor to send in paperwork. I'm just calling to see if the doctor, it's, it's been over a month since y'all said that and I, I, I, I talked to my doctor, my doctor said he had.
[CUSTOMER][NEUTRAL] Sent stuff in. I'm just trying to see it's, it's still pending on my uh on my website so.
[AGENT][NEUTRAL] OK, well, I can, I can check the status of that for you. What is your policy number?
[CUSTOMER][NEUTRAL] It's 247-5523.
[AGENT][NEUTRAL] OK, thank you, and one moment, mhm, go ahead.
[CUSTOMER][NEUTRAL] It's just, you know,
[CUSTOMER][NEUTRAL] No, we, we made the claim back in November and, and, um, you know, we, we just, we just been waiting to see how long this is gonna.
[CUSTOMER][NEUTRAL] Go and it's just it's getting our bills are getting stacked up and it's just, just, you know, we really need the money so I'm just trying to see how much longer this is gonna last.
[AGENT][NEUTRAL] Right, I understand.
[AGENT][POSITIVE] What's a good call back number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that information, [PII], verify your date of birth followed by your physical mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I'm gonna place you on a brief hold to see if I can find out uh what's going on. Have we gotten the medical records from the doctor yet? OK. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for patiently waiting, Mr. [PII]. So I'm seeing that the uh processor that requested those records have not gotten them back. She has a note on the system that she called the doctor's office on [PII] to see why they hadn't responded.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can explain it. I can explain. We had a big, I don't know, uh uh.
[AGENT][NEUTRAL] Yeah, she, she put it in here. It was the road conditions was bad. They was closed. But I'm just letting you know we have not heard anything from them.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, I'll, I'll give him a call today, um, but that, yeah, that's what happened.
[AGENT][NEUTRAL] Yeah, they need she need a response to that letter mhm.
[CUSTOMER][NEUTRAL] Uh, yeah, that, that a response to the letter that they sent the letter would say.
[AGENT][NEUTRAL] Yeah, yeah, the, we said that.
[AGENT][NEUTRAL] We sent the doctor.
[CUSTOMER][NEUTRAL] So what did the letter say? I'm sorry.
[AGENT][NEUTRAL] I'm not sure what it says, but we sent the doctor a letter and we're waiting on them to respond. Mhm.
[CUSTOMER][NEUTRAL] OK, I'll talk to
[CUSTOMER][POSITIVE] OK, OK. Well, I'll call the doctor today. Yeah, we had a big, uh, snow, we, we actually had a blizzard down here. We, we hadn't had that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I know. They say y'all haven't had that much snow in like what, 50 years?
[CUSTOMER][NEUTRAL] Yeah, no, like 1895, I think was the last time we had that much snow down here. We, uh, and nobody down here knows anything about snow, so we were like, everything was shut down, schools, businesses, everything was shut down.
[AGENT][NEUTRAL] Oh my God.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] Yeah. I can only imagine. Yeah, that's what happened. I live in [PII]. So [PII] is kinda like that when we had that real bad storm. I forgot. My husband got stuck and had to walk home and it took him hours. Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, we uh
[CUSTOMER][NEUTRAL] Well, we, you know, where we live it's, it's, it's, it's, I mean, I'm, uh, my house is literally 10 miles from the [PII], so we had never seen anything like that before and we had like we had like 12 inches of snow in our front yard and our, our water pipes busted. I mean, it was everything, it was crazy and like everything was shut down for like a week down here, so we didn't get, I didn't get to get, I, I, and the thing was is the, the storm happened on Tuesday.
[AGENT][NEUTRAL] That is so weird. Uh-huh.
[AGENT][NEUTRAL] Oh my [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And uh that's another question I have about my short term disability. I was, I was supposed to give them some paperwork to extend it another month or so because he had originally wrote it, uh, for January, but I still hadn't gotten released to go back to work yet.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, uh, but when I called in and, and told him, I said, look, uh, uh, you know, I, because we, we still have bills to pay, and, you know, and, uh, I could get the, the doctor to extend it. I just, like I said, the last week, there was nobody there, but I still have the paperwork at the doctor's office. So my question is, I get that filled out and that back to y'all as soon as possible we could still get.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The, you know, the, uh, this is the
[AGENT][NEUTRAL] Yeah, you could still if it, yeah, she'll she'll she should go ahead and process January, you know, um, let's see, it, it says.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, well I'm gonna go there today. I'm gonna go there today.
[AGENT][NEUTRAL] Yeah, because it only she paid you up until the the return to work date that was originally on the paper, which was [PII], mhm.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Exactly, yeah, but, uh, but, but the, the, the treatment and all, and I haven't gotten signed off yet to be released to go back to work. So it might be another month or two. So all I need to do, uh, I got the paperwork at, I brought the, the snowstorm happened last Tuesday. I brought the paperwork to the doctor's office the Friday before that. So what happened was, is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, you know, we had the weekend and then boom, Monday came and nobody was there because it was [PII] Luther [PII] Day and then Tuesday the snowstorm hit. So Tuesday, Wednesday, Thursday, Friday, nobody was at their, you know, was at their jobs. So, you know, so I go there today and get that paperwork filled out and then fax it to y'all. We can get that processed because like I.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, yes, see, once you send it in, she'll, um, uh, you can call and let me know you sent it, and I'll reach out to her. As uh when you call, when you, when you call back ask for [PII] and then I'll reach out to that person and see um how soon she can get to it, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll do that. We'll head there now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good. I appreciate it because look, here's the thing, we thought the, the pay, we thought the check was gonna come in on the [PII], so we have our bills for this month that we have to pay that everything's about to get shut off and thank [PII] it hasn't getting shut off yet because of the storm. They gave us some leeway, but, uh, so I'm gonna get it to y'all today and hopefully I'll get it processed as soon as possible. I appreciate it. And what I'll do is after I go get it signed, I will fax it to y'all and I will call you and ask for you, [PII], right?
[AGENT][NEUTRAL] You're welcome. Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Right. Right.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII], uh-huh. That's right. Mhm.
[CUSTOMER][NEUTRAL] OK, let me get a number wrong, grab that ink right there. Write down this.
[AGENT][NEUTRAL] It's just, you just dial the same number you dial the same number. um mhm.
[CUSTOMER][NEUTRAL] Well, no, let me get the, the fax number so I could, I know where to fax it here.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] 877.
[CUSTOMER][NEUTRAL] 877
[AGENT][NEUTRAL] 3365.
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 942 3.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK, and do we put attention anything we just put attention claims?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] You just put attention claims and then call me and let me know you sent it. Mhm. OK. And I'm [PII]. I'm in the cancer disability department, OK?
[CUSTOMER][NEUTRAL] OK, take the point.
[CUSTOMER][NEUTRAL] OK, all right, all right.
[CUSTOMER][POSITIVE] Alright, well, we'll come right now. Uh, we'll we'll, we'll go do it right now and then I'll call you right back. Thank you.
[AGENT][POSITIVE] OK, alright, thank you, uh huh bye bye. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright.