AccountId: 011433970860
ContactId: 3674c2f3-2fbd-408e-b8ab-62dbe88eac77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 527789 ms
Total Talk Time (AGENT): 177167 ms
Total Talk Time (CUSTOMER): 274167 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/3674c2f3-2fbd-408e-b8ab-62dbe88eac77_20250416T20:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. How are you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Oh well, if I'm calling you, I'm not doing too good, but I'm trying anyway. I just, uh, a couple questions I got. I just uploaded some documents they said uh I needed for the critical illness.
[CUSTOMER][NEUTRAL] Uh, claim I've got.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I just wanna make sure you've got them uh.
[CUSTOMER][NEUTRAL] And they are, you know, legible and all that.
[AGENT][NEUTRAL] OK, um, if you just uploaded them, uh, if you can give us about 24 to 48 hours they should, um, appear in the system. I just can't see them when they're just uploaded.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, OK, no problem. And secondly, uh, well, actually I got, uh, that's the second question of 3 I've got. The second one is on my short term disability, it says on here that it was processed.
[CUSTOMER][NEGATIVE] Um, but it's got no dollar amount or nothing on there.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] How long do you does that take what?
[CUSTOMER][NEUTRAL] Uh, for which one? I'm looking at my phone here.
[AGENT][NEUTRAL] Uh, your short term disability.
[CUSTOMER][NEUTRAL] The short term
[CUSTOMER][NEUTRAL] Yeah, 250-6754.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. And just need to verify a few pieces of information. What's your address?
[CUSTOMER][NEUTRAL] Sure. Uh [PII].
[AGENT][NEUTRAL] And your um email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, lastly just your callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] OK, thank you so much. OK, so we're checking on a short-term disability claim, is that right?
[CUSTOMER][NEUTRAL] Yeah, yeah, I just, I just looked at it when I opened it up to send those files and said it was processed and uh but it's, it's got nothing else on there as far as.
[CUSTOMER][NEUTRAL] You know, money or how much or when or nothing like that.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, it looks like this policy was effective [PII]. It looks like they're sending you a pre-existing questionnaire to see if you were treated for anything in the 12 months prior to your effective date that could potentially be related to this claim.
[CUSTOMER][NEUTRAL] And I'm just
[CUSTOMER][NEGATIVE] No, nothing. I've been treated for nothing, to be honest with you.
[AGENT][NEUTRAL] OK, well, it's just
[CUSTOMER][NEGATIVE] Except for my diabetes, my, my, my diabetes on, I'm claiming, I mean, I'm got cancer, stage 4 cancer.
[AGENT][NEUTRAL] Well, it's, it's just with this policy there is a preexisting clause so we have to make sure that we do a pre-existing investigation. It's just a standard part of the policy, so you should get that in the mail um in the next few working days you'll get a form um you'll need to take it to your provider, your health care provider, they'll complete it and then you just send that back to us if if there's no preexisting.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, I have
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, as far as the medical, uh, I have sent.
[CUSTOMER][NEUTRAL] I don't know how many copies of paperwork for my medical.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, provider with the cancer with the claim numbers and all that, don't y'all have that paperwork already there?
[AGENT][NEUTRAL] Yeah, but this is a specific pre-existing form that we ask, were you treated in the 12 months prior to the effective date and then that has to be completed.
[CUSTOMER][NEUTRAL] I mean
[AGENT][NEUTRAL] So yes, we do have other.
[CUSTOMER][NEUTRAL] Now is that by my cancer doctor or the my regular physician?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] I'm trying to see what the actual form says.
[CUSTOMER][NEGATIVE] My God, I, you know, I, I pay for this damn short term disability and I've been off work for 3 weeks now, and it's still not even being processed and it's still now you want me to do more paperwork.
[CUSTOMER][NEGATIVE] You know, why am I paying for a service that I'm I'm, I'm not getting.
[AGENT][NEUTRAL] It's gonna be from the doctor who is saying that you're disabled now. So that's, that's the doctor.
[CUSTOMER][NEUTRAL] That'd be the cancer doctor, which you've already got the paperwork stating that, you know, I'm all for it for radiation treatments.
[AGENT][NEUTRAL] Right, but we need to determine that that that's not specifically in those paperwork that you were not treated prior to [PII]. We have to have documentation of that.
[AGENT][NEUTRAL] It's just a standard part of a disability um policy.
[CUSTOMER][POSITIVE] Oh dear God, no problem.
[CUSTOMER][NEGATIVE] I just, you know, I'd love to eat eventually because uh uh I'm counting on this money so I can pay some bills and eat and buy groceries, but y'all keep putting it off, putting it off, putting it off, that I've got to send in more and more paperwork. This is getting ridiculous.
[AGENT][POSITIVE] Uh, unfortunately, I'm, I'm so sorry about that. It's just, again, it's, it's just a standard procedure for any disability policy.
[CUSTOMER][NEGATIVE] Uh, why wasn't I told this in the beginning? Why wasn't that in the forms that I filled out and sent in already? That's what I'm getting at.
[AGENT][NEUTRAL] This is part of your policy.
[CUSTOMER][NEUTRAL] Why is it something just now coming up?
[AGENT][NEUTRAL] So when you receive this policy, this was all part of that policy. It outlines that there's a pre-existing clause, etc. tells you what the policy pays.
[CUSTOMER][NEGATIVE] I understand all that. I'm just saying I've already sent in a packet for the paperwork for the disability, but yet now you're saying I have to have more. Why wasn't that little clause included in the first packet that I sent in, so that I could have sent it in already, instead of having to wait more.
[AGENT][NEUTRAL] We don't
[AGENT][NEUTRAL] We can't do anything until we get something from you stating that you want disability. So then that's what starts the process rolling.
[CUSTOMER][NEUTRAL] You have.
[AGENT][NEUTRAL] On we were
[AGENT][POSITIVE] Exactly, we've received it now.
[CUSTOMER][NEUTRAL] You already have received that.
[AGENT][NEUTRAL] Correct, we've received it now, so now that starts the process of, hey, do you have preexisting uh uh pre-existing condition?
[AGENT][NEUTRAL] We, there's no way
[CUSTOMER][NEUTRAL] Now they're gonna email that to me or mail it to me, snail mail.
[AGENT][NEUTRAL] It's coming through the mail.
[CUSTOMER][MIXED] Wonderful, so I gotta wait on the freaking postal service.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEGATIVE] You know, I'm about ready to say screw this, just let the cancer kill me when it kills me, and go back to work and work for as long as I can. With all the hoops I've there y'all want me to jump through just to get, you know, just to survive. You know, it's ridiculous. This is, this is so, so sad. This is so ridiculous.
[AGENT][POSITIVE] I'm so sorry for the inconvenience.
[CUSTOMER][NEUTRAL] My God.
[CUSTOMER][MIXED] Yeah, it's a big inconvenience. You know, I love to eat and I love to pay my bills.
[AGENT][NEUTRAL] I understand. I really
[CUSTOMER][NEGATIVE] Y'all, no.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I'm also trying to use this little tab that pops up on set up your direct deposit.
[CUSTOMER][NEGATIVE] And I haven't looked at it today, but I've put it in there several times and it, and then what? It doesn't give me.
[CUSTOMER][NEUTRAL] Wait a minute, maybe it's working today.
[CUSTOMER][NEGATIVE] All I had on there options once I got it in there was removed.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But I see now it's got saved showing up on there so let me try to put that in there. Can you do that while we're talking or that's something I need to do here?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] While I'm on the uh site logged into the site.
[AGENT][NEUTRAL] Yeah, you'll have to do it when you're logged into the site.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] All right, thank you so much. I'll look for that in the mail.
[CUSTOMER][POSITIVE] And wait some more and hopefully.
[CUSTOMER][NEUTRAL] I don't starve to death while I'm waiting on y'all.
[AGENT][POSITIVE] OK, well, I'm so sorry for um that it's it.
[AGENT][NEGATIVE] And a frustrating process.
[CUSTOMER][NEGATIVE] Yeah, it is, it's very frustrating. It's very wrong.
[CUSTOMER][POSITIVE] Well thank you. Bye.
[AGENT][POSITIVE] Thank you.