AccountId: 011433970860
ContactId: 412f0031-b42f-40d2-9479-5f9b8d26e07c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1194849 ms
Total Talk Time (AGENT): 377923 ms
Total Talk Time (CUSTOMER): 302643 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/412f0031-b42f-40d2-9479-5f9b8d26e07c_20250116T14:24_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] and I filed a claim, um.
[CUSTOMER][NEUTRAL] Last week and I was calling to see if my doctor sent over their part, their statement yet for my medical treatment.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Well
[AGENT][POSITIVE] It would be my pleasure to check on that for you, Miss [PII]. What is your policy number? Do you have that available?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, can you look it up through my social or something?
[AGENT][NEUTRAL] I certainly can. What is that number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 43623.
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] 6182.
[AGENT][NEUTRAL] Thank you, Ms. [PII], and this is on your disability policy?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right. And it would be my pleasure to check on that for you. I do see that we've received some documents on your policy, so let me just pull those up real quick and see if that could possibly be from your physician.
[AGENT][NEUTRAL] Bear with me just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Looks like we received 3 documents this week, so it may take me just a minute, but yeah, I will happily check that for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Still getting still getting those documents to come up, so bear with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I appreciate your patience.
[AGENT][NEUTRAL] Well, it is just being very slow this morning. I do apologize.
[CUSTOMER][NEUTRAL] Mm. That's OK, you gotta wake up too.
[AGENT][POSITIVE] You're right.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] But enough is enough now, come on.
[CUSTOMER][POSITIVE] You're right.
[AGENT][NEUTRAL] If we have to wake up, it should wake up too.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, they got to sleep in, that's all.
[AGENT][NEUTRAL] If you will bear with me, I'm gonna do I'll try something different, so hang on just a second so you don't have to.
[AGENT][NEUTRAL] Keep waiting so long. Let me try one other thing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're getting ready for all this cold weather coming in?
[AGENT][NEUTRAL] Again,
[CUSTOMER][POSITIVE] No, no, ma'am. I'm, I'm at home recovering from gallbladder surgery. Thank [PII] I'm a truck driver and
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, I think I've spoken with you before.
[CUSTOMER][NEUTRAL] I, I normally be in those areas.
[CUSTOMER][POSITIVE] Yeah, I know to be in the areas where all the snow it's like [PII] got a funny sense of humor. He took me out of it.
[AGENT][POSITIVE] I just don't know how y'all do that. I'm just completely impressed.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] I love it. I haul chemicals.
[AGENT][NEGATIVE] Oh, do you? Now, that's kind of scary.
[CUSTOMER][NEUTRAL] Yeah, I do the tankers.
[CUSTOMER][POSITIVE] Everybody say that, but it's so easy. Sometimes I have to unload myself, sometimes I don't. But it's, it's real. The stuff that I haul, they make um the phone for mattresses, carpet, um, the cushion that go in the seats. Um, we
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Yeah, they do a lot of stuff with it.
[AGENT][POSITIVE] That's so interesting.
[CUSTOMER][NEUTRAL] They use it for like a, like a gorilla glue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The whole paper, they use it in the paper mills for the paper and everything.
[AGENT][POSITIVE] I'm impressed.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, I reckon if you know what you're doing.
[CUSTOMER][POSITIVE] That's why I'm glad I got this insurance.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah. Well, I'd say my daughter had gallbladder surgery and she felt so much better afterwards.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] In fact,
[CUSTOMER][NEGATIVE] I would have felt better if they would have got it all laparoscopic, but they tried to get it all laparoscopic, but it was too big and swollen and they had to do the cut.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] The regular cut
[AGENT][NEUTRAL] Yeah, that takes a while to get over, doesn't it?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] I hope I feel better.
[AGENT][POSITIVE] Yeah, uh, well, her, I mean, she had a lot of issues prior to the gallbladder surgery with her stomach, and she doesn't have those issues anymore. So, hopefully, that's gonna be the same for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][MIXED] I hope so. I never had, I never had an issue that I noticed, but um when it started bothering me, I didn't even know it was my gallbladder. It started like on a Monday and I was to the point to when I was out there driving that truck. The only way I was comfortable was if I lay down whenever I stretched out. That was the only way I was comfortable.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] As long as I was sitting up in the upright position, it was uncomfortable.
[AGENT][NEUTRAL] Did it feel like it was pinching you or something? That's what she said. She said it felt like it was a.
[AGENT][NEUTRAL] She was a pin cushion when she was, yeah.
[CUSTOMER][NEGATIVE] Yeah, that's what it felt. That's what it felt like. And to be honest, it felt like I was pregnant again and the baby was stuck up there in my ribs. That's what it felt like.
[AGENT][NEUTRAL] You're like I've already been there and done that, right?
[CUSTOMER][NEUTRAL] Right. And my youngest child is [PII] old.
[CUSTOMER][NEGATIVE] I was like, this is so uncomfortable.
[AGENT][NEUTRAL] Well now, if you're like me, there was like.
[CUSTOMER][NEUTRAL] I never thought it would have been my gallbladder.
[AGENT][NEUTRAL] I hear you.
[AGENT][NEUTRAL] But if you're like me, I know there's only been one immaculate conception.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] It wouldn't be me.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I'm [PII] old. I don't wanna look at a child.
[AGENT][NEUTRAL] You and me too, girl. Well, I'm, I'm older than you are.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I only want to see my grandbabies.
[CUSTOMER][POSITIVE] I, I got enough grandkids. Yeah, I got enough grandkids. I'm good.
[AGENT][NEUTRAL] Aren't they precious though?
[CUSTOMER][NEGATIVE] I know it's, it's sad.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] But I hear you. We've done our time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, yeah, exactly. That's what we did, did our time, served time really.
[AGENT][POSITIVE] Oh gosh, it's funny.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I do apologize. I'm having trouble with my system. I'm gonna try one more thing.
[CUSTOMER][NEUTRAL] I know, um, the last two times I called, they did tell me they received my statement, the insured's statement, and then they told me they received the statement from my employer.
[CUSTOMER][NEUTRAL] And what it's weird because my doctor faxed over my paperwork after my appointment Monday and they hadn't received it yet, so I called them yesterday and asked them if they could re-fax it. So I did get a text message this morning saying that they received additional information. I just wanted to make sure it was the physician's statement because today Thursday and.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, and I know you need that benefit.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEGATIVE] OK, I finally got something to come up this now this is from you so that's not gonna be here.
[AGENT][NEUTRAL] Position form. Let me keep looking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Now, we did not receive anything yesterday. We received something on the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That was the last information received and that's what you sent in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I wonder, did they tell you or did you give them the fax number? Let's make sure they're faxing it to the correct number.
[CUSTOMER][NEUTRAL] Yes, I did, um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I gave her the fax number [PII].
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Attention claims.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I just don't see the.
[CUSTOMER][NEGATIVE] So I don't know why they sent me.
[AGENT][NEUTRAL] They just need to get that over for you.
[CUSTOMER][NEUTRAL] That's crazy.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Did they say they would fax it or did they fax it while you were on the phone?
[CUSTOMER][NEUTRAL] I got a, I got a text message from her on Monday, like 2 hours after I left my appointment saying that they faxed it over already.
[CUSTOMER][NEUTRAL] So I was assuming that's what the text message that I received from APL was this morning, saying that they received additional information.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, let me check this on the [PII] since she, you said it was Monday and she said she faxed it over. Let me check this.
[AGENT][POSITIVE] This looks like it's gonna be for you as well with your cover sheet.
[AGENT][NEUTRAL] Have you been sending your information in by fax?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me ask you, did they have your whole claim form or were they just did they just have their portion?
[CUSTOMER][NEUTRAL] They just had their portion.
[AGENT][NEUTRAL] Because this one is 34 pages.
[CUSTOMER][NEUTRAL] I sent them the employee statement.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And my, well, see the one that was 34 pages, I don't know why my sister, when she faxed it over, she faxed all my discharge papers like.
[CUSTOMER][NEUTRAL] I told her I didn't need all that.
[AGENT][POSITIVE] She's just trying to make sure we have everything you need.
[CUSTOMER][NEUTRAL] Right, I told her I said the only thing I need is the um form, the short term disability form.
[AGENT][NEUTRAL] Yeah, the.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I was hoping maybe something was in there. Let me check. I'm gonna check one more thing because we received, let me see what this one is. I'm gonna check it all for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean, everything that we've received, we've received a document on the [PII] and [PII], so.
[AGENT][NEUTRAL] This looks like your statement again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We just don't have it in our system, Miss [PII].
[AGENT][NEUTRAL] I am so sorry. I wish I could say there it is. Now I'm gonna do one more thing, let me go to our faxes in our system that we received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just to make sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That maybe they sent it in yesterday and they didn't get a chance to put it in the system so let me just see if there's any outstanding faxes.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We'll check that as well.
[AGENT][NEUTRAL] Maybe depending on my computer.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It is coming up slowly.
[AGENT][POSITIVE] I certainly wish I could find it for you.
[CUSTOMER][NEUTRAL] No, that's crazy.
[AGENT][NEUTRAL] Today is the [PII], so yesterday was the [PII]. I'm just making sure for me.
[AGENT][NEGATIVE] Days go by so fast sometimes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, they don't have any outstanding faxes that came in yet and which means they've worked them all and placed them on the policies.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I thought that email I got was just like, I mean the text message I got and they received additional information.
[AGENT][NEUTRAL] It might have
[AGENT][NEUTRAL] That might have been on the [PII].
[AGENT][NEUTRAL] Was it on the [PII] or was it yesterday? or it might have been advised that we received it on the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did you get that fax yesterday?
[CUSTOMER][NEUTRAL] No, no. She told me that she was gonna fax it yesterday.
[AGENT][NEUTRAL] And when did you receive that fax that we've received information?
[CUSTOMER][NEUTRAL] This morning.
[CUSTOMER][NEUTRAL] About 45 minutes ago before I called.
[AGENT][NEUTRAL] Let me check. Uh, you know what I'm gonna do? Hang on just a second. Let me see, since that was from your doctor.
[AGENT][NEUTRAL] If
[AGENT][NEUTRAL] Maybe it was placed on a different policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] I'm just checking everything for you. I apologize. I appreciate your patience.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I found it.
[AGENT][NEUTRAL] They placed it on your medical policy.
[CUSTOMER][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] So what I'm gonna do is, is.
[CUSTOMER][NEUTRAL] That's crazy.
[AGENT][POSITIVE] To get them to put it on your disability. I found it, yay. See.
[CUSTOMER][POSITIVE] Thank [PII].
[AGENT][POSITIVE] You know, Ms. [PII], we're from this, I know, I, I feel like you're the same way. I don't give up, give up until I find an answer.
[CUSTOMER][NEUTRAL] I, I'm so happy because this is about to stress me out.
[AGENT][POSITIVE] I, I know, we've got it and I'm gonna get that on your disability policy for you.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Oh, it's my pleasure and I again appreciate your patience while we.
[AGENT][NEUTRAL] Waiting for this computer.
[CUSTOMER][NEUTRAL] Oh yeah. I forgot about him. He gotta wake up.
[AGENT][NEUTRAL] To you
[AGENT][POSITIVE] And I certainly hope you get to feeling better.
[CUSTOMER][POSITIVE] Thank you so much. Me too.
[AGENT][POSITIVE] And listen, you stay warm, OK? Take care of yourself. Stay in and get to feeling better, Ms. [PII]. And thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] OK, you too.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh