AccountId: 011433970860
ContactId: 2d872c27-3871-4b38-868f-d63c6e01f28c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309809 ms
Total Talk Time (AGENT): 111890 ms
Total Talk Time (CUSTOMER): 186881 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/2d872c27-3871-4b38-868f-d63c6e01f28c_20250410T18:07_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Yes, ma'am. This is [PII] and love.
[CUSTOMER][NEUTRAL] Um, I've been on a short term disability and had already mailed in my um.
[CUSTOMER][NEUTRAL] Latest claim form and just left the doctor's office and he's extending my leave until the [PII].
[CUSTOMER][NEUTRAL] So who do I let them know this? I let, uh, get them the form, the doc the physician form.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm yeah.
[CUSTOMER][NEGATIVE] Therapy had already gave me a heads up that I'm not ready to go back to work, um.
[AGENT][NEUTRAL] More than likely, that's gonna be it, but I, I can check under your policy. Do you have the policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] I'm driving right now. I can tell you my social.
[AGENT][NEUTRAL] Um, give me just a second, let me pull another system that I can use that social.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] I had tried calling I had [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I had tried calling before the doctor's appointment to see what I needed to do, but unfortunately, um.
[CUSTOMER][NEGATIVE] I, I just didn't get anybody. I was on hold like forever. apparently that was y'all's busiest time of the day.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] I'm sorry for that. All right. And let me have a callback number just in case we get disconnected, Ms. [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, and um may I have your date of birth, mailing address and email address for verification.
[CUSTOMER][NEUTRAL] [PII], home address [PII] and um email [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, we got the payment.
[AGENT][NEUTRAL] OK, just for one day. OK, yes, we just need the physician's form, uh, filled out again.
[CUSTOMER][NEUTRAL] OK, they're supposed to fax that to you guys tomorrow, OK?
[AGENT][NEUTRAL] OK, I can go ahead and make a note that you called today and they they get the effect tomorrow, OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEGATIVE] My return to work day had been the [PII], but apparently I've had a little bit too much of a slowdown and yeah, slow recovery from ankle surgery.
[AGENT][NEUTRAL] Mm, yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Ah
[AGENT][NEUTRAL] to hear that.
[CUSTOMER][NEUTRAL] And I gotta have another MRI done. So yeah, there's that.
[AGENT][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] I know, right.
[AGENT][POSITIVE] Oh yeah, so hopefully everything comes out right and you don't have to be put back again, yeah.
[CUSTOMER][NEUTRAL] Um, but I
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, the therapist told me yesterday that he thought that I was at too high of a risk for re-injury to go back to work next week. And, and then the doctor just examined my foot and said that he don't like where the swelling is.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And it's not where it should be, so he wants another MRI to see if maybe.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] There's damage in there?
[AGENT][NEUTRAL] Mm, yeah.
[CUSTOMER][NEGATIVE] I just had my Achilles tendon taken off and put back on it, you know, it's had enough trauma, guys. Come on now.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, that sounds like.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I thought I, I really thought I'd be going back to work on, I was supposed to go back to work on tax day, and I always thought that was, you know, that was hilarious tax day, that makes sense.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] But no, apparently not.
[AGENT][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] So the new paperwork should be being faxed over to you guys um.
[AGENT][NEUTRAL] Mm so.
[CUSTOMER][NEUTRAL] Like I said, she said she get it done tomorrow and get it faxed to y'all.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Um, I wasn't sure what to do. So, like I said, I unfortunately, I just didn't get an answer, and I'm no, not complaining. Crap happens and that was the busiest time of day, I'm sure. I woke up at [PII] at [PII], took me 15 minutes to wake up good enough to make a phone call and [PII] is probably y'all's busiest time, so.
[AGENT][NEUTRAL] Uh, yeah, I, I believe so, yes. Um, and you call Monday to Friday. Was it a work day or was it Saturday or Sunday?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It was this morning this morning.
[AGENT][POSITIVE] Oh, there's more, oh, yes, yes, definitely. Yeah.
[AGENT][NEUTRAL] Yes,
[CUSTOMER][POSITIVE] I'm so sorry, uh.
[AGENT][NEUTRAL] I remember
[CUSTOMER][NEUTRAL] Well you guys
[CUSTOMER][POSITIVE] Thank you so much, my dear y'all have a blessed day, OK?
[AGENT][POSITIVE] You're welcome. You as well, Ms. [PII] and I hope everything goes well for you.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Have a good afternoon. Bye-bye.
[CUSTOMER][NEGATIVE] You too dear.