AccountId: 011433970860
ContactId: 2c696a15-0433-4432-a03d-7063ef0c7032
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 492820 ms
Total Talk Time (AGENT): 118092 ms
Total Talk Time (CUSTOMER): 201443 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/2c696a15-0433-4432-a03d-7063ef0c7032_20250203T18:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I.
[CUSTOMER][NEUTRAL] It's [PII] calling.
[CUSTOMER][NEUTRAL] Uh, policy number is 21658003.
[AGENT][NEUTRAL] Mhm. Are you the policy holder?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Are you the policyholder, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me one moment to pull up your file, OK?
[CUSTOMER][NEGATIVE] No right.
[AGENT][NEUTRAL] And [PII], can you verify your date of birth and your mailing address for me please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for that, [PII]. And how can I help you?
[CUSTOMER][NEUTRAL] Yeah, I was calling about the claim 3555457.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, did you receive the explanation of benefits?
[CUSTOMER][NEUTRAL] And then uh
[CUSTOMER][NEUTRAL] Yeah, and actually that was because of the accident that happened in June.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I didn't know what things.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEGATIVE] I know, I know it ain't really much that they pay out to me for that.
[CUSTOMER][NEUTRAL] It's like 300 bucks or something.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Jam
[CUSTOMER][NEGATIVE] I don't know if they, they can't deal with the VA. It takes forever to get anything done, so.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] Probably because it wasn't submitted when it first happened.
[AGENT][NEUTRAL] Let me look.
[CUSTOMER][NEUTRAL] the first claim went through for the accident.
[AGENT][NEUTRAL] What was the date of the accident?
[CUSTOMER][NEUTRAL] Uh, I was hospitalized on [PII] and I got out on.
[CUSTOMER][NEUTRAL] G. 6:25, I think it was.
[CUSTOMER][NEGATIVE] I might be wrong there. It's been so long.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I don't remember what I did yesterday.
[AGENT][NEUTRAL] And you've already received a benefit for this accident?
[CUSTOMER][NEUTRAL] Yeah, and then this one was, the surgery was done later and then I submitted that in.
[CUSTOMER][NEUTRAL] Cause at the time, they weren't even worried about my, well, at the time, I didn't even know my shoulder was messed up because they were more worried about my ribs and my collapsed lung at the time.
[AGENT][NEUTRAL] Right, the initial uh payment that was issued, it says with this payment of this check with the payment of this check, the policy maximum for this benefit has been met, so that's basically what that explanation is saying if this is related to the the one in June.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] The maximum benefit is paid out for this accident.
[CUSTOMER][NEUTRAL] That's fine. Yeah, that's fine.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, that's fine. I didn't.
[CUSTOMER][NEUTRAL] I didn't, I just want to clarify it. I didn't know. I mean, like I said, like I said, I was, like I said, it, it says rotator cuff and something else. I think it was like 120 bucks or something like that, so.
[AGENT][POSITIVE] Oh, absolutely. You did right in doing so.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] All righty. I appreciate that. So when, when I, when I do get released from my doctor,
[AGENT][POSITIVE] Oh, you're welcome. Anything, go ahead.
[CUSTOMER][NEUTRAL] To go back to work at the end of this month. I just gotta call you guys up at the end of the month, right?
[AGENT][NEUTRAL] OK, so you said that whenever you're released?
[CUSTOMER][NEUTRAL] Yes, to go back to work.
[AGENT][NEUTRAL] Are you on disability?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so let me look into your distance, yeah, whenever he releases you to return to work, um.
[AGENT][NEUTRAL] Then you would send us a copy of that return to work slip?
[AGENT][NEUTRAL] And let me look at your
[CUSTOMER][NEUTRAL] OK, uh, so it should be, yeah, because it should be the same one that my employer asked for.
[AGENT][NEUTRAL] Yeah, let me look
[AGENT][NEUTRAL] Mhm, let me look at your disability policy real quick.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Did you receive an uh an accident benefit from your disability policy as well?
[AGENT][NEUTRAL] $6000.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Oh, when I did get that, yes.
[AGENT][NEUTRAL] Mm OK, OK, let me see.
[CUSTOMER][NEUTRAL] I'm confused. It's never mind.
[AGENT][NEUTRAL] And did you just recently send a claim like the end of January?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so that one is in line for review. Did you say, is that your doctor's claim form?
[CUSTOMER][NEUTRAL] Yeah, that was for February.
[CUSTOMER][NEUTRAL] No, I didn't have to do it for February. I did it for January because he put on there that uh return possible return to work at the end of the month.
[CUSTOMER][NEUTRAL] Yeah, because I didn't need a doctor's note this month.
[AGENT][NEUTRAL] So that you would release a return to work in February?
[CUSTOMER][NEUTRAL] At the end of February or I'm trying to see when he actually put that on.
[CUSTOMER][NEUTRAL] that was that one.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Oh shoot, you don't want to, they give me the doctor's name.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And then they gave me the doctor's note.
[AGENT][NEUTRAL] But yeah, when he releases you we need a copy of the um return to work slip.
[CUSTOMER][NEUTRAL] I'm I need it.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because he's gonna have to write me out of.
[CUSTOMER][NEUTRAL] That's basically all
[CUSTOMER][NEUTRAL] Doctor's letter form that I can return to work so I can turn it into my employer anyway.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because that's what they're gonna want anyway.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So I'll give you a copy of that too.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][POSITIVE] OK. Well, you're welcome, [PII], and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] All right. You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.