AccountId: 011433970860
ContactId: 6845b09b-8970-4bee-8420-aa450aa95875
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 591679 ms
Total Talk Time (AGENT): 131967 ms
Total Talk Time (CUSTOMER): 322409 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/6845b09b-8970-4bee-8420-aa450aa95875_20250604T15:02_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], this is [PII] on the care team. How you doing?
[AGENT][NEUTRAL] Fine. How are you?
[CUSTOMER][NEUTRAL] I'm OK. I have an insured on the other line that needs to speak with you. He, um, let me give you the policy number.
[CUSTOMER][NEUTRAL] It's 2609432.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So he received the the letter from us letting him know that the claim um was delayed because we're waiting for uh we requested the medical records. Um, so he, he called because he received that letter and he, he's asking who um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Who are we asking for records from? I told him [PII], I don't know how to pronounce the last name, but I saw the request on base. So he's like, well, why are y'all sending it to him? That's just my primary care doctor. Doctor, he named the other doctor. He said, the one that I sent the paperwork in on, he's the doctor that is taking me out. Why didn't you send the records to him? I don't know why, why, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let me look at the documents that we got in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what we got.
[AGENT][NEUTRAL] OK. So, on his disability form, he listed two physicians, a Doctor [PII] and a Doctor [PII].
[AGENT][NEUTRAL] Um, let's see what else we got here.
[AGENT][NEUTRAL] OK. So Doctor [PII] is his referring physician. So that's why we would need that information as well.
[AGENT][NEUTRAL] Um, yeah, yeah, he's the referring physician. So that's why medical records were requested cause we're needing to, let me see what the delayed letter has on it.
[AGENT][NEUTRAL] Like this is the only letter that they sent out.
[AGENT][NEUTRAL] Is this the lay that I was thinking maybe they sent out.
[AGENT][NEUTRAL] Something else. Let me check notes real quick.
[AGENT][NEUTRAL] Yeah, we're, they're just needing to verify information from the referring physician. Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, cause they're checking pre-X, yeah, pre, yeah, that, that makes sense. Why they're requesting medical records from his referring physician.
[AGENT][NEUTRAL] Yeah, OK, you can send it to me. I can explain it to him.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] Hello Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi, hello, Mr. [PII]. You had a question in regards to your disability claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yes, ma'am. I've been waiting quite some time to, to hear whether it's been approved or not, you know, I haven't had a paycheck for almost 4 weeks and I've got bills coming due and I'm starting to get a little bit panicky.
[AGENT][NEUTRAL] OK. So I do show we did, we have requested medical records from Doctor [PII].
[AGENT][NEUTRAL] Once you receive that information, we can further review your disability claim.
[CUSTOMER][NEUTRAL] Well, he's not even the treating physician, so I'm not sure.
[CUSTOMER][NEUTRAL] Why
[CUSTOMER][NEUTRAL] You know, um, the surgeon.
[CUSTOMER][NEUTRAL] Who done the treatment, I would think would be the one you need the medical records from, not the non-treating physician.
[AGENT][NEUTRAL] From the information that we have from the disability claim form, it shows that he referred you as well and listed, is listed, so we need to verify information.
[CUSTOMER][NEUTRAL] Right, cause he's, he's my personal, he's my.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] He's my personal physician who I had to go to to get the referral to a specialist because sadly, that's how insurance works. They take my money, but don't believe a doctor when they tell me I have cancer. So I got to jump through all these hoops, like apparently I have to do with you guys who take my money and now I have to jump through more hoops.
[CUSTOMER][NEGATIVE] So, you know, in the meantime, I'm behind on my house payment and behind on my insurance payments while I'm waiting for more hoops to get jumped through.
[CUSTOMER][NEGATIVE] So, you know, I don't know why people bother to pay for insurances of any kind. When people 10,000 miles away, I have to doubt every decision that's made, you know, that makes no sense to me.
[CUSTOMER][NEGATIVE] When the doctors I actually see confirmed that I have cancer and I got a big gash on my side and can't work for another month and a half.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But whatever.
[AGENT][NEUTRAL] So it looks like that's the only information that we're just waiting on. Mhm.
[CUSTOMER][NEUTRAL] So you all he's gonna say is if I referred him to this doctor.
[CUSTOMER][NEUTRAL] Well, you know, all you're gonna get from him is I referred him because the insurance that I had to. That's about all you're gonna get from him. He read a scan, agreed with the emergency room, and referred me. That's all you're gonna get from him.
[AGENT][NEUTRAL] OK, so once we receive that information from him, then we can proceed with processing your claim.
[CUSTOMER][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, so in the meantime, I may be living out of a cardboard box under a bridge, correct?
[CUSTOMER][NEUTRAL] Is that, is that what I'm hearing?
[AGENT][NEUTRAL] We just need
[AGENT][NEUTRAL] We just need this information to, in order to consider further review of your disability claim.
[CUSTOMER][NEGATIVE] So the fact my kidney's already been removed and it's been confirmed it was cancer. I got a gash on my side and can't work for another month and a half at least is not good enough proof. You want me to send you a picture of the staples holding me together?
[AGENT][NEUTRAL] No, sir, we wouldn't want you to do that.
[CUSTOMER][NEGATIVE] Or would it be better if I, or would it be better if I tried to scam the system my entire life and not been an honest person and I had 50 bazillion kids and a girlfriend with a mattress on her back laying in the gutter, would that help me get proved faster?
[CUSTOMER][NEGATIVE] Is that how it's all supposed to work? But for honest people that really need assistance can't get it.
[CUSTOMER][NEUTRAL] Is that how this works these days?
[CUSTOMER][POSITIVE] So I appreciate your help for what no help it has been.
[CUSTOMER][NEUTRAL] And I'll just wait and I'll, I'll give your address to my bank when they foreclose on my house, then that's what I'll do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can see how that would be frustrating. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh, I don't think you do.
[CUSTOMER][NEUTRAL] Well I'd appreciate start help to start with. So since you haven't helped me, I guess you can start finding in your handbook how you're supposed to.
[CUSTOMER][NEUTRAL] Is there a chapter in there about how you do that?
[CUSTOMER][NEUTRAL] Look it up in the table of contents and get back with me.
[AGENT][NEUTRAL] Mm, that was just the information that we're just waiting on, Mr. [PII] is the medical records.
[CUSTOMER][NEUTRAL] Mm, right.
[CUSTOMER][NEUTRAL] Right. Well, he, again, ma'am, all he was was the referring doctor. The medical records you need are at Doctor [PII]'s office.
[CUSTOMER][NEUTRAL] I'm not sure how hard that is. It says it right on the paperwork that was faxed to you. He is the referring position, not the treating position.
[AGENT][NEUTRAL] Correct, but we still need that information from you, the physician.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEGATIVE] Harder and harder every day to be a citizen of this country, harder, harder and harder and harder.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Crazy, crazy, crazy.
[CUSTOMER][NEUTRAL] OK, well, I guess I'll, uh, I'll give you my forwarding address as the pits of the East Street Bridge then.
[CUSTOMER][NEGATIVE] Because I ain't gonna have a house to deliver it to. So thanks for your non help and I hope uh you get it figured out soon enough or maybe just keep it and put it in your own kid's college account cause I ain't gonna have no place to send it to.
[CUSTOMER][POSITIVE] Have a good day.