AccountId: 011433970860
ContactId: 337ca5c0-9eac-4cc4-b63b-3b7fe32285a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2729520 ms
Total Talk Time (AGENT): 538509 ms
Total Talk Time (CUSTOMER): 769441 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/337ca5c0-9eac-4cc4-b63b-3b7fe32285a2_20250218T16:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I just got off the line with someone and I explained to her that um.
[CUSTOMER][NEUTRAL] I went to get the paperwork.
[CUSTOMER][NEUTRAL] From, uh, when I had my accident, the doctor that I am under is Concentra. It's a workman's comp doctor. He said that he does not fill out the um accidental or disability forms because he's with um
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's a workman's talk.
[CUSTOMER][NEUTRAL] I said, but this isn't, I said this is a special insurance that I have.
[CUSTOMER][NEGATIVE] Uh, I don't understand, you know, I'm paying all this money for this insurance for years, and this is the 2nd time that I have not been able to, um,
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Collect on the claim.
[CUSTOMER][NEGATIVE] So, uh, the other woman that I talked to, we were disconnected. And she said, hold the line a minute, and she never came back on and it, the call just ended.
[AGENT][POSITIVE] OK. Um well, I'm definitely sorry that the call ended. I'll be more than happy to help you. If we are disconnected, I will give you a call back, um, but I hope that we're not. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] Thank you for that. Ms. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I don't have that in front of me.
[AGENT][NEUTRAL] OK, I can also search
[CUSTOMER][NEUTRAL] I had
[AGENT][NEUTRAL] Oh, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Oh, I had 7. I said I had several.
[AGENT][NEUTRAL] OK, um, I can search the policy with your social if you don't mind.
[CUSTOMER][NEUTRAL] Oh, that's OK. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, and this is for your hospital indemnity policy or you, no, you said accident, right?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, hold on one moment. They all just popped up.
[CUSTOMER][NEUTRAL] It was one was
[CUSTOMER][NEUTRAL] One was accidents and I'll take that number down because I don't know where this.
[CUSTOMER][NEUTRAL] I have to look and see where I put that those papers.
[AGENT][NEUTRAL] OK. So one was accident and, OK, go ahead.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] But one was that
[CUSTOMER][NEUTRAL] And the other was disability, but he said they he is [PII]'s comp and I said that.
[AGENT][NEUTRAL] Disability.
[CUSTOMER][NEUTRAL] This isn't [PII]'s, uh-huh.
[CUSTOMER][NEUTRAL] I said I don't know how to explain it. I said, I just know that it was uh additional uh insurance.
[CUSTOMER][NEUTRAL] In case I would get hurt, and I said, I've never used it before. And I said, and I didn't even know, I was like 7 months out of work when, um, oh, I was talking to a girlfriend and she said that, uh, you know, about, uh, you have that extra insurance, uh, you have to file a claim. And I said, you know, the next time I go to one of these union meetings,
[CUSTOMER][NEUTRAL] I have to let them know because they don't tell us any of this stuff and I got this insurance through my union.
[CUSTOMER][NEUTRAL] And um in the meantime, it's no longer through the union.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, OK. I see what's happening.
[CUSTOMER][NEGATIVE] They discontinued.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEGATIVE] But the, oh boy. Like I said, it's a real mess. And they said, well, you still are covered. And I said, OK. But I said, I, I don't like that because when I got this stuff, you know, I keep all the paperwork.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But no one, like I said, no one ever said, soon as you get hurt, you know, that was the last thing on my mind to
[CUSTOMER][NEUTRAL] Because I almost broke my back was to file some papers.
[CUSTOMER][NEUTRAL] Especially when I got it from workman's comp, you know, the, um,
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I missing paycheck. So like I said, I didn't even, and, and my girlfriend said, oh no, no, no, that's, that's totally separate. You got that extra insurance, didn't you? And I said, well, yeah. And so she said, they don't do it automatically. You have to, and I said, oh brother. I said, OK, so when I called, like I said, I was told to.
[CUSTOMER][NEGATIVE] Do both, because they weren't sure. And so it wouldn't hold up anything. They said just fill both plain papers out and, you know, get the doctor to sign and send them in. And that was his response. And I couldn't even get him.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] To fill it out right away because he's not in the office that I go to. I'm in [PII]. So there's several offices that he goes to. And so I just left the paperwork with the office that I went to, and I picked it up a month later.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I filled this out in [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So and that's when I gave it to him that's when my appointment was um.
[CUSTOMER][NEUTRAL] Because I had asked the girl when I was uh, no, I asked him and he said, just bring the paperwork and, you give it to the nurse. And we have a staff that does that. I said, OK. And he said, um, they'll know what to do. And I said, OK.
[CUSTOMER][NEUTRAL] And that was when I went to get it. That's what I was told.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um, let me go ahead and verify you. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The mailing address is [PII].
[CUSTOMER][NEUTRAL] And would you want my email address?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So, when were the, so the accident that you're trying to file for um,
[AGENT][NEUTRAL] Like what would be the date of service or when you were with the doctor?
[CUSTOMER][NEUTRAL] I'm still under the doctor's care. It, I, I was hurt [PII].
[AGENT][NEUTRAL] Of
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And like I said, no one told me, uh a friend that I hadn't, you know, seen in a long time, and I had to go back to [PII] for um some other things that I had to do because like I said, I'm a commuter. I live in [PII], but I work out in [PII]. And um
[AGENT][NEUTRAL] We
[CUSTOMER][NEUTRAL] She was saying, oh yeah, when I went out and little boy, she had gotten hurt and um messed up her knees and stuff. But anyway, um I, well, no one told me and she said, oh no, they don't tell you. They tell you to make that payment. But that's all the union does. And I said, oh boy, OK.
[AGENT][NEUTRAL] So yes, the only reason I was asking is because the policies, so where
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] A um, APFA is no longer with American Public Life, but the policies that you had were active back in January. So yes, you can still file for the accident and you can still file for the disability. The only doctor that you're seeing for both is the workers' comp doctor?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's the, well, the first doctor that I went to, it was still, it was under Concentra Workman's comp.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] When I went there, they took the X-ray. They did, uh, he told me what to do, and I think I saw him a couple of times.
[CUSTOMER][NEUTRAL] But it's like a month, you know, they do it, you know, every month. Like I said, I have all the paperwork, so I would have to go back and see. Then they gave me, um,
[CUSTOMER][NEUTRAL] Uh, uh, a regular doctor at Concentra.
[CUSTOMER][NEUTRAL] For the back, and then they gave me a specialist for the back. Now, the other doctors, the specialist is the one that I've been dealing with.
[CUSTOMER][NEUTRAL] And the other one, they, you know, he was off the case. He said, well, no, you have to stay under this specialist. OK.
[CUSTOMER][NEGATIVE] Whatever they told me to do, I did. And but no one has signed up the papers because they said that that was, I was already getting workman's comp, and I said that's not
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] So let me take a look at the policy.
[CUSTOMER][NEUTRAL] Like I said, it's.
[AGENT][NEUTRAL] And um the coverage and then I'll be able to tell you how we work in conjunction with workers' comp, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I might be able to understand why he's saying that he does, there, there are rules with workers' comp, so that's what I'm checking on. Um, do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Oh no, go ahead.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Per
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[AGENT][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] It's [PII]. OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I was like, uh, hey, that's.
[AGENT][NEGATIVE] I don't know why it's looping. Oh, I guess maybe I'm supposed to be calling claim support. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Never mind. Thank you. Bye. Bye bye.
[CUSTOMER][NEUTRAL] All right. Bye.
[AGENT][NEGATIVE] It's so annoying.
[AGENT][NEUTRAL] OK, let me read up about it because I ain't trying to get an email later.
[AGENT][NEUTRAL] To support.
[AGENT][NEUTRAL] And that's the trick bag.
[AGENT][NEUTRAL] Because they we can only offer a call back or transfer them over.
[AGENT][NEUTRAL] We just need to know.
[AGENT][NEGATIVE] Now I'm forced to use this now watch this.
[AGENT][NEUTRAL] while the the patients told me.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I'm just checking on you. I'm still here with you. I'm just trying to get the specifics on workers' [PII]'s comp because it is um
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]'s comp has its own rules. So I just want to make sure, uh, and with the doctor not wanting to sign the forms, how we would proceed because we can't process the claim without the form. So that's what I'm trying to get clarity on.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, like I said, I, you know, filled out my part, but his part, and, you know, when I went to pick it up, uh, they said that he didn't, he doesn't do it because
[CUSTOMER][NEUTRAL] He is [PII]'s top doctor, and I ate him.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEGATIVE] Extra insurance. This is not [PII]'s um.
[CUSTOMER][NEUTRAL] So like I said, you know.
[AGENT][NEUTRAL] But he's saying that he is a workman's comp doctor, right?
[CUSTOMER][NEUTRAL] It's the first
[CUSTOMER][NEUTRAL] Yeah, Concentra.
[AGENT][NEUTRAL] Right, OK. So that's what he's saying because he's workers' comp, he doesn't have to sign the form. So I'm trying to see if that is in fact true for us and if it is what the next steps would be for you so that you can file this claim.
[CUSTOMER][NEUTRAL] It's, it's.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Right, but like I said, this was extra insurance. So I don't know.
[CUSTOMER][NEGATIVE] I don't remember seeing anything about, you know, you have this uh you, you purchased this extra insurance for accidental and disability, that if you have an accident, uh, you know, working, that, you know, you wouldn't be covered. They told me I would be covered.
[CUSTOMER][POSITIVE] Mm my goodness gracious.
[AGENT][NEUTRAL] They said you wouldn't be covered?
[CUSTOMER][NEUTRAL] No, I said they didn't say I, you know, when I got it, there was nothing said it was uh um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Implied that I got the extra insurance to make sure everything would be fine. And it's not.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So they don't tell you all that. So, in fact, I got a notice that.
[CUSTOMER][NEUTRAL] On Friday, that the, the new enrollment was going to be coming up that there is no way that I would enroll again.
[AGENT][MIXED] Well, I just, I really hate that. I just, because APL has never even received the claim for you. So I just hate that we haven't, you know, gotten a chance to assist. I wish we would have, you know, been able to let you know how our [PII]m worked, but I can um definitely for what you have now.
[CUSTOMER][NEUTRAL] Because it's
[CUSTOMER][NEUTRAL] Well, like I said, the woman.
[CUSTOMER][NEGATIVE] that I talked to after I got the information. When I called, uh, she said, uh, you didn't uh get the information. Well, uh, only thing I have is my phone. I couldn't go upstairs or anything. I couldn't walk.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have to have assistance, and I have a lot of stars. So, uh, she said, well, when you, you know, when you're able to get up there and, you know, get the paperwork and, uh, get, you know, send it out to us, so we can know exactly what's what. But that's when they told me, she said, send both, just in case, so it doesn't hold up anything. If one isn't right, then the other one is. I, OK.
[CUSTOMER][NEUTRAL] And he said he doesn't sign either one.
[AGENT][NEUTRAL] What? That's just.
[AGENT][NEUTRAL] Either they don't understand the type. Well, let me, let me reach out to claims and see if there is something that we do or if they have to sign. Um, I just wanted to check back with you.
[CUSTOMER][POSITIVE] Yes, that's right also.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] You know, especially because, um.
[CUSTOMER][NEUTRAL] When I got in touch with him, like you were saying.
[CUSTOMER][NEUTRAL] Um, AP, APL is no longer with this, uh, APFA.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I said, um, no, this is crazy, crazy.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEGATIVE] Yeah, I don't know why it's being handled this way.
[CUSTOMER][NEUTRAL] Please
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me check on the doctor's signature. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[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] And let me see what APFA too.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. So we're working with the claims department um to get you a clear answer on the workers' comp, um and what we can do moving forward. Do you mind if I give you a call back on this number, um, in about 10, maybe 15 minutes at the most?
[CUSTOMER][NEUTRAL] OK, do you have it because are you calling from this number that I just called you [PII]?
[CUSTOMER][NEUTRAL] Are you calling from my regular number?
[AGENT][NEUTRAL] Well, I
[AGENT][NEUTRAL] Um, I'm not sure what it looks like coming, like when I call cause it's like a, we're in a call center. So I'm not sure what.
[AGENT][NEUTRAL] Our phone number is [PII], but I'm not sure what number would pop up.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My phone because I had a problem and it doesn't unless I have your number in my phone, like I can call anywhere, [PII], but calls coming back to me.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh brother.
[CUSTOMER][NEUTRAL] Mm, is it good?
[AGENT][NEUTRAL] Well, if you don't mind holding, I, I'll, I'll um place you on hold. I just didn't want you to hold too long.
[CUSTOMER][NEUTRAL] Yeah, I don't mind.
[CUSTOMER][NEUTRAL] No, I don't mind holding. I don't think you're gonna get back to me and if I call you again, I probably won't get you unless you have an extension.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I don't have an extension, but I am the only [PII] here, but if you don't mind holding, then I'll just place you on hold and, and go ahead and keep working with them.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. You're very welcome. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm mm mm mm mm mm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[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] Hello Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait, but I did get some clarity. So, for the accident claim that you're wanting to file, um, the doctor's signature is not required um for that claim form. So if he's giving you pushback, that's fine. We would just need the itemized bill from the doctor's office, um, make sure that it has the diagnosis codes.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, wait a minute.
[CUSTOMER][NEUTRAL] Only thing they give me is um
[CUSTOMER][NEUTRAL] Wait a minute, let me look at this paperwork.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, it says work activity.
[CUSTOMER][NEUTRAL] Status report, is this what you're talking about?
[AGENT][NEUTRAL] No, on the APL, um, accident claim form.
[CUSTOMER][NEUTRAL] 00, I took that away sorry.
[AGENT][NEUTRAL] Oh, it's OK. No, it's no problem at all. So, on that claim form, how you have your portion filled out, that's fine. If the doctor is not filling it out, that's OK too. We just need the um itemized bill that comes from the hospital or doctor's office, um, not the patient version of the bill.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Now, they don't give me a, uh, they didn't give me anything like that. I think there's no money shown.
[AGENT][NEUTRAL] Right, you'll have to request this because it's for your insurance claim. So when you give them a call, you're just going to say, I need an itemized bill or a universal bill.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 4
[AGENT][NEUTRAL] Whatever the data service was that you were there when you were injured and then um
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] It has to have the diagnosis code because that shows the medical necessity and the procedure code shows the treatment for that necessity and then all the charges.
[CUSTOMER][NEUTRAL] OK, itemized bill and what other bill?
[AGENT][NEUTRAL] Well, the itemized bill and the universal bill is the same thing, depending on what location they may call it one over the other, but it's the same.
[CUSTOMER][NEUTRAL] Wait a minute.
[AGENT][NEUTRAL] It is
[CUSTOMER][NEUTRAL] contract.
[CUSTOMER][NEUTRAL] OK, itemized bill or universal bill and what else?
[AGENT][NEUTRAL] Right, it's the same. If it's a hospital, more than likely they'll use the universal bill. If it's an office, it'll probably be an itemized bill, but it's the same type of document.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we'll need your medical records for whatever.
[AGENT][NEUTRAL] date you were there.
[AGENT][NEUTRAL] In lieu of the doctor's signature.
[CUSTOMER][NEUTRAL] you get
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, uh, I my universal bill, and then medical records.
[AGENT][NEUTRAL] Mhm, for that date.
[CUSTOMER][NEUTRAL] OK, so from the time I started till now?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] And then, um,
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] We'll also need, well, for whatever you're filing for, the medical records will be needed if he's not going to um sign the documents.
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] So for the medical records, you were saying if it needs to be like the entire time, if it depends on what you're filing the claim for. If you're filing for a date range, then yes, that date range, but if you're like just filing for that first day that you were injured, then it would just be that date.
[CUSTOMER][NEGATIVE] OK, so I don't know what to put, put down. I put down when I got hurt.
[CUSTOMER][NEUTRAL] But um
[AGENT][NEUTRAL] So this is an accident claim, so most likely it's, it's a lump sum. So it would it's usually whatever day you got injured and then depending on what the injury was, there's a $1 amount that would pay for that injury.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, yeah, because it says uh.
[CUSTOMER][NEUTRAL] Details of the accident, uh, date of accident.
[CUSTOMER][NEUTRAL] OK, now let me look at this other one.
[AGENT][NEUTRAL] Now for the disability part of it,
[AGENT][NEUTRAL] Your disability insurance, like in the exclusions, it excludes, so you can't have the short-term disability and workers' comp is one or the other in this on this policy, it's excluding workers' comp. So you wouldn't be able to file for um
[AGENT][NEUTRAL] Short-term disability because you're receiving the workers' comp benefits for this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Crazy. OK, could you, you have the numbers for the, um, if they ask for the accident policy number, do you have that?
[AGENT][POSITIVE] Yes, I can give it to you. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's 223-735-4.
[CUSTOMER][NEUTRAL] OK, and the disability one?
[AGENT][NEUTRAL] Disability, hold on one moment.
[AGENT][NEUTRAL] Disability is 224-076-2.
[CUSTOMER][NEUTRAL] OK, disability is 224-076-2.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the 223-7354.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK dokey.
[CUSTOMER][NEUTRAL] OK, well, I'll call and uh.
[CUSTOMER][NEUTRAL] See when I can take it to that office that I normally go to and um just have them call me when the paperwork is finished.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] And then I can just uh fax it to you.
[AGENT][NEUTRAL] Yes, ma'am, you can fax it, you can mail it, or you can send it. Well, actually,
[AGENT][NEUTRAL] Yeah, I was gonna say you can send it electronically, but you can only fax it or mail it to us. Did you need the mailing address or anything?
[CUSTOMER][NEUTRAL] I don't need the mailing but the fax.
[AGENT][NEUTRAL] Sure, it's 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh brother, oh.
[CUSTOMER][NEUTRAL] OK, I guess that's all I need. You said mailing or fax. I'll fax it because you'll get it faster, um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I guess that's all I need if there's anything else.
[CUSTOMER][NEUTRAL] I'll give you a guide.
[AGENT][NEUTRAL] Nope, that's it.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII].
[AGENT][POSITIVE] Well, you're very welcome and thanks for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You also bye now.
[AGENT][POSITIVE] Thank you. Bye-bye.