AccountId: 011433970860
ContactId: 4fba0fe8-6ab0-4272-8e6f-163683034283
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 922909 ms
Total Talk Time (AGENT): 116074 ms
Total Talk Time (CUSTOMER): 337487 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/4fba0fe8-6ab0-4272-8e6f-163683034283_20250613T20:27_UTC.wav
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[AGENT][POSITIVE] Good afternoon and thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] And so I had a question, uh, regarding the claim form. I had spoken to someone there and they sent me a claim form to file a claim for an accident, uh for previous accident. Now on the claim form, I
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm following the, uh, I just filed a claim form for another company that we, I currently have the plan with now, but this is from before when we were with APL. This is a little different. I wanted to clarify the question on the attending physician statement. cause I, I had received all the, um the notes, the doctor's notes from their office regarding the, uh, the treatments for me on the accident.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, so I had turned that into another company when, when, you know, when I thought that, I guess our company has switched over this year from APL to another company, so I did submit a claim through them and then I this other claim I was going back to submit was from before that time, so I contacted APL and they told me well how to go about the process. But here it's requiring the physician to fill out this form. What if the doctor is no longer with that provider, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, do I still need that? I do have all the doctor's notes from what they, you know, what the, the prognosis was, the treatment plan, everything. But do, how do I get, I guess, how do we get around that if the doctor's no longer with them.
[AGENT][NEUTRAL] OK. I can check for you. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Oh yes of course it's [PII] callback number [PII].
[AGENT][POSITIVE] OK, thank you. Mhm.
[CUSTOMER][NEUTRAL] And I can give you more clarity. The reason I'm asking.
[AGENT][NEUTRAL] Mhm OK.
[CUSTOMER][NEUTRAL] The reason I'm asking too is because when I talked to, when I talked to APO they explained to me that I had the plan with APO from [PII], and they can file, I mean, any claim that was qualified under that plan for that time frame. So,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I had a just a couple of accidents within the last 4 or 5 years, and I was trying to follow that. And now, like I said, I had gone to this clinic, but they had switched doctors within that time frame. So I have the information from the current doctor, but when I was there for the other accident, that doctor is no longer with them.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I, you know, so I mean I can't get, I, you know what I mean, I'm sorry, you have to explain that's why I give you clarity.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] it's OK, no problem. All right. Do you have the policy number so I can go over um the information on your policy and then we can get this situated.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, let me pull that up. Surely pull that up for you. We grab that APO.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Policy number, let me see, the group policy number I think is it.
[CUSTOMER][NEUTRAL] 012 let me double check this is the right number. I guess it is.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] 012176887
[AGENT][NEUTRAL] OK. Thank you. One moment.
[CUSTOMER][NEUTRAL] I'm sorry, here's another one. I'm, I, my, my apologies. I, I was looking at the, the number on the paper that you sent me, but I have the policy number here from [PII] to 9124. It's 1217687.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. Alright, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Yes, date of birth is [PII]. Mailing address [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK, so let me check with claims department and see what can we do in this case when the doctor is no longer with the company. So let me go ahead and get this information for you. Do you mind holding for me?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sure, now I do have the, I can gather all their, his notes because they have him at the clinic where he had his treatment, his signature, and everything that he signed off on for my treatment. He's just not there. I, I thank you to fill out the, the claim form, I guess. Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] OK. You're welcome. Thank you.
[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] Thank you for holding and being patient for me. OK, so it looks like, yes, um, you can go ahead and send the doctor's note, um, but we also gonna need an itemized bill with the charges and the coding, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Oh yes, yes.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I received that already, thank you, yes, so, so you don't really need the doctor's signature then if I have a doctor's notes and an itemized bill.
[AGENT][POSITIVE] OK. You're welcome.
[AGENT][NEUTRAL] Yeah, since he's no longer there, just go ahead and send the doctor's note. Mhm.
[CUSTOMER][POSITIVE] OK, OK, no, that sounds good, um.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][POSITIVE] OK, perfect. Yeah, I'll have, because it, it goes back to you. I was talking to the phone the other day and I thank you for your, your patience and your help. I had, um, been in the last I guess 5 years, I was at here at a red light twice, just red light is waiting for me to.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] To move on to the next, you know, section, these cars and cars weren't paying attention and they weren't one, there weren't two of them weren't really that bad, just minor fender benders, right? But I did have to get treatment through the, the provider. I did that provider, I guess 4 times and then I guess some of them were minor, but it was none of them were my fault. It just happened to be a red light.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the lady ran a construction zone too, so um unfortunately, I just brought by my house too, right? So I had treatment there and they just switched doctors at the time. That's why I was kind of, um, unsured that they have my current treatment that I have from them. I have all the information. Um, the doctor is still there, so I still need to get his and his signature, right, because he's still there for like the last one I just had. OK, perfect.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] OK, no, that sounds good. I said, I just asked him for a lot of information. No, it's, it's not your fault. I just kind of going back and forth with them because the other provider doesn't require this, for this, so I feel bad asking them again, but I'll call them again about this current accident. Thank you again for all your help, um.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yes
[AGENT][NEGATIVE] Uh, no.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And I appreciate your assistance and I'll now when I send this over, what's a normal time frame to review and get back because I, I can't, I don't have an online account anymore because we, I no longer our plan doesn't like where you can track the status of it. Like if I send it over next week and you guys receive it for the time you receive it was usually the review time frame.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And the normal processing time is 7 to 10 business days, um, but it could take up to 14 days. So that will be the max is for up to 14 days. Yeah.
[CUSTOMER][POSITIVE] Sure, that's reasonable.
[CUSTOMER][POSITIVE] Oh, that, that's reasonable. That's depending if you have everything you need, right? Basically, um, because I, I know you go back and forth. OK, no, thank you for your help. OK, I'll follow up on that stuff here this next week. Thank you so much.
[AGENT][POSITIVE] Yes, correct. Mhm.
[AGENT][POSITIVE] Good.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.