AccountId: 011433970860
ContactId: 63a3a32d-34ad-4f29-9770-526cd1075b2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 520690 ms
Total Talk Time (AGENT): 413659 ms
Total Talk Time (CUSTOMER): 104498 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/63a3a32d-34ad-4f29-9770-526cd1075b2b_20250404T17:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] How you doing, ma'am? Uh, my name is [PII]. I missed a phone call from you.
[AGENT][NEUTRAL] Yes, sir. I was calling because you, you had called earlier and spoke to one of the representatives about getting your claim processed.
[AGENT][NEUTRAL] I was in the process of doing your claim and I wanted to just touch base with you. Now, the only thing we have from the doctor showing that you see the doctor on [PII], even though your accident didn't happen on [PII], I'm gonna have to start your benefits at [PII] unless you got something showing where you sought medical treatment and the doctor had you off starting on [PII]. Do you have anything like that?
[CUSTOMER][NEUTRAL] Uh ma'am, I had uh submitted that document that I was there on [PII]. It should be there because I spoke to someone about two weeks ago.
[AGENT][NEUTRAL] OK, um, OK, I'm looking at, OK, I can look at all the claims that came in our office. On your portion, you put, you would disable starting [PII] was your last day work. Your job to your last day work was 310. We got that. That's on our claim form. We have no information from a doctor on our claim form. We only have.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Have your work comp status. I have three work comp status that came in. The one that you sent in with 317, you were seen on [PII], and he had you out to 325. Then on [PII] you went back to the doctor and now he got you out until [PII]. So, I don't have any, any other work comp status showing it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Other work
[AGENT][NEUTRAL] So, do you have a copy of anything showing where you think the doctors starting on [PII] and he told you you were unable to work until you seen him on [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes ma'am, uh, I have submitted that, but I'll resubmit it again because I saw the doctor on the same day that got injured.
[AGENT][NEUTRAL] When, when did you when did you, OK, when, when did you submitted it? What day did you submit it?
[CUSTOMER][NEUTRAL] I upload
[CUSTOMER][NEUTRAL] I think I uploaded that had to be the 2nd thing I uploaded because uh I was told the same thing.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, let me, let me look, let me, let me, I'm gonna bring about your claim.
[AGENT][NEUTRAL] Came in. The first client came in our office on [PII] and I'm gonna pull it up and I'm gonna tell you exactly what it is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. And we'll make sure we don't have it, but I call myself looking good to see, but I might overlook, so let's just make sure.
[CUSTOMER][NEUTRAL] No I appreciate it.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] We had 10 pages to come in. And on those 10 pages, and they came from you on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let me go all the way down. OK, it looks like it's just our claim forms and you deduct the portion and the employer portion when completed on that, only thing was completed was your claim form. That's on the first claim. Next claim came in on 325.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'm gonna tell you what that is.
[AGENT][NEUTRAL] OK, it's coming up.
[CUSTOMER][NEUTRAL] Yeah, I think it's the 325 on the last file.
[AGENT][NEUTRAL] OK, the 325 is from [PII]. Well, it's from, you know, it's from the UTBA group. That's just your policy holder statement, the trucker status form, that's all that was on 325. OK, let's go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You, you don't see anything else there?
[AGENT][NEUTRAL] Three pages on 325 and it came that trucker status claim form showing your last day work by the group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then next we have, go ahead. Next we have 320.
[CUSTOMER][NEUTRAL] OK, I'm
[CUSTOMER][NEUTRAL] I think I'm looking at something on uh what is this? I think it says.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I'm trying to work your portal. Uh, it says date completed for 2.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 42. OK, we got the 43, but that's just your workers' comp denial and that's the one that got you out into 416. That's just, that was just your worker comp denial letter that you submitted on [PII] and they got it in the system on [PII].
[CUSTOMER][NEUTRAL] OK, I have, I'm looking at it on the portal it's there but uh I can resubmit it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yeah, resubmit it now and it, it should come back now, what, what does it say? When it say the date your visit was on that day?
[CUSTOMER][NEUTRAL] It said this was the first one on the [PII]. It was from a [PII], that was the doctor I saw. Her name was [PII], uh, where did it go? [PII].
[AGENT][NEUTRAL] And you say you uploaded it on what day?
[CUSTOMER][NEUTRAL] And it says right here, it came with a few other files it says service date.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 25 process the confirmation number.
[AGENT][NEUTRAL] I know, that's good. Uh-huh, that's good. Yeah, but when did you upload it? What day did you upload it because I'm trying to see when.
[CUSTOMER][NEUTRAL] It says the date received [PII].
[AGENT][NEUTRAL] OK, so 32 and I got 2 327s out here. Let me look at them with you but you can, you can just make sure.
[AGENT][NEUTRAL] I can tell you what I got for 327. And just to make sure I ain't overlooked nothing. On this one right here, the 1st 1, 327.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's a one page, it's 3 pages your, is your uploaded cover sheet, a blank page and one page, and it got 325. D seen was 325. That's that one. OK, so let me go to the next 327.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And the next one that was 327 was.
[AGENT][NEUTRAL] Uh, and it's coming up.
[AGENT][NEUTRAL] It is 5 pages and let me make sure what was on it. We got a cover sheet, a blank page. We got 1 page with from the work comp status and let me tell you what date he got on there and this is the one I was just looking at.
[AGENT][NEUTRAL] And it's coming, it's just taking a minute.
[AGENT][NEGATIVE] I hate when the computer is slow, but I'm sorry. OK, this one got 317. OK, this one got 317, and then the next one that the page is a blank page and then the next work comes sab has got on here.
[CUSTOMER][POSITIVE] It's OK. You're helping me out.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, 3:10. You're right, you got it on here date date 3:10. OK, we got it. So I do have it. It is with it, and that had you out until 3:[PII]. So I got it. You're good. So that, that, that claim uh that claim been processed. I only paid you up to 416. You're gonna get our doctor claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm good.
[AGENT][NEUTRAL] Our claim form, we're gonna need our claim form filled out by your doctor for any benefits to be paid beyond 416. So when you get that claim form, fill out your portion.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And fill out, let your doctor fill out their two pages. You don't have to worry about the policyholder statement anymore. We only need the doctor 2 pages and your 2 pages submit it when you get it filled out and if he got you out past 416, I can go and pay you the rest of.
[AGENT][NEUTRAL] April benefits and then if he have you out in any time in May, your next benefit with May will be paid after the [PII] if he still have you out in the month of May. But right now I only paid you from 311, from 3:11 to 324 is your elimination period. You know, the 1st 14 days, there's no benefits. So your benefits was paid, your benefits was paid from 325 to 416.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And we had 3 months and we had 3 months of premium that had to be deducted out of your benefits. If your premium is paid and if it's an overpayment premium, it will be refunded back to you, but as of right now, we paid you accordingly based on the claim information, OK?
[CUSTOMER][NEUTRAL] 325 to 46.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you know how much that is, ma'am?
[AGENT][NEUTRAL] Uh-huh, I can tell you. Let me tell you, and you set up a direct deposit, and that, uh, benefit that would be direct deposit, according to the paperwork that you signed, would be put in your bank in 2 to 3 business days, is $3,907.48.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] Oh, you're welcome. So anything else I can help you with today?
[CUSTOMER][NEUTRAL] At
[CUSTOMER][POSITIVE] Uh, no, ma'am, you've been more than helpful. I appreciate you.
[AGENT][POSITIVE] You're welcome. You have a great day. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Alright you too bye.