AccountId: 011433970860
ContactId: 2fc2675d-ee08-4e0c-9931-25d9cddef8ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 407140 ms
Total Talk Time (AGENT): 125151 ms
Total Talk Time (CUSTOMER): 252310 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/2fc2675d-ee08-4e0c-9931-25d9cddef8ac_20250528T17:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling, good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Send it down.
[CUSTOMER][NEUTRAL] Yes ma'am, I, I need to ask a question. My husband works for ISO Poy Incorporated in [PII], and he had an accident on [PII] of this year, and I was just wondering um if he was uh eligible for any kind of benefit and he's on workman's comp and I was we were just wondering if um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If he was able to claim any kind of benefit while he was out of work.
[AGENT][NEUTRAL] OK, do you have a policy number?
[CUSTOMER][NEUTRAL] Um, hold on just a minute.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0202103453
[AGENT][NEUTRAL] OK, thank you and your name is?
[CUSTOMER][NEUTRAL] I'm [PII]. His name is [PII].
[AGENT][NEUTRAL] She
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] And is Mr. [PII] there with you?
[CUSTOMER][NEUTRAL] Yes, he is.
[AGENT][NEUTRAL] OK, and may I speak with him please? Yes, ma'am.
[CUSTOMER][NEUTRAL] You need to speak with him?
[CUSTOMER][NEUTRAL] Yes ma'am, hold on.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Uh, Mr. [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, verify your date of birth for me, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your mailing address and email address please.
[CUSTOMER][NEUTRAL] Uh, mailing address is [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] My personal uh email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you've given us permission to speak with your wife in regards to your policy?
[CUSTOMER][POSITIVE] Uh yes ma'am, she's a lot smarter than I am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It happens that way.
[CUSTOMER][NEUTRAL] Most women are most wives are, yes, ma'am.
[AGENT][POSITIVE] Oh, that is true. All right, thank you so much, sir.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and Miss [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] [PII]. Thank you, ma'am. And let's see. Well, uh, the type of policy he has with us is a secondary supplemental plan. Uh, there's no benefits for unable to work due to an accident. But if he had treatment performed outpatient or in hospital, um, this can be submitted as secondary to his major medical.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am. Right now, he's in physical therapy and he's out of work. He's been out of work since the accident happened. He was treated at uh the hospital and then now he's in [PII], he's in physical therapy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, if you don't mind me asking, when was the accident?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, you did say [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, it's OK.
[AGENT][NEUTRAL] I was just gonna see if we received any claims.
[AGENT][NEUTRAL] Uh, [PII] of this year. Yeah. Um, and you said that he received treatment in a hospital?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, he did get seen at the hospital and um they done uh CTs and everything. Uh, he was released the same day, um, and we had to follow up. Um, he's still under doctor's care with our family doctor and she's the one who sent him to PT and it took him forever to get him into the PT and he's just, he just got started in the PT uh last Wednesday. Uh, he's had two treatments and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 3, I'm sorry. He's had 3 treatments. He'll have the [PII] treatment um tomorrow and then um he's allowed 12 treatments so far. He, he'll get 12 treatments and then if the PT doctor thinks he needs more, then, you know, he'll have to get a workman's comp and see if they'll allow any more, um, but he was, he, he was in a pretty bad accident and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So there uh a conveyor belt fell on top of him and it just.
[CUSTOMER][POSITIVE] hit his head and just squished him like an accordion. It's a miracle he's alive.
[AGENT][POSITIVE] Oh bless it.
[CUSTOMER][POSITIVE] Yeah, so, uh, it weighed almost 5000 pounds, so, you know, it's just, it's, it's, yeah, it's just a miracle of God that he's here. So, um.
[AGENT][NEGATIVE] Jeez [PII].
[AGENT][POSITIVE] It is a blessing.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEGATIVE] Yeah, so he's, he's here with us. I mean, you know, it messed up, it hit him on the head and went down his left side and um the worst part is, is his neck. He couldn't even turn his neck on the left side 12 degrees. So they're working on his neck. And um so.
[CUSTOMER][NEGATIVE] They didn't even workman's comp didn't even get in touch with us until the [PII] day. They said they don't even uh bother until the [PII], I guess, to see if he's gonna go back to work or anything, but that wasn't happening. So, um, we just got our first check uh on the what was it, honey? You last Saturday he got his first check from workman's comp, so.
[CUSTOMER][NEUTRAL] We were just wondering, you know, what kind of.
[CUSTOMER][NEUTRAL] You know, so anyway, that's what we were trying to find out, you know, if, if he could get any kind of help from, you know, this policy.
[CUSTOMER][NEUTRAL] But if it paid anything, you know.
[AGENT][NEUTRAL] Uh, not
[AGENT][NEUTRAL] Not as far as, um,
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Like, uh, benefits for unable to work due to, but, um, this is just a secondary supplemental medical plan and workers' comp, if he is approved for workers' comp, it is an exclusion under the policy. So any charges related to uh workers' comp would not be covered, but um he doesn't, I don't show he has like a disability policy with us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, that's what I was trying to find out. OK, that's what, right, that's all we were trying to find out.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK. All right, thank you so much.
[CUSTOMER][NEUTRAL] And I OK.
[AGENT][POSITIVE] And you have a great day. Yes, ma'am. Thanks for calling APL. Bye.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it. You too. Thank you. Mhm. All right, bye-bye.