AccountId: 011433970860
ContactId: 6f7bd980-7e4d-4e23-87a5-28f7cfa351dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1257819 ms
Total Talk Time (AGENT): 355265 ms
Total Talk Time (CUSTOMER): 460231 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/6f7bd980-7e4d-4e23-87a5-28f7cfa351dd_20250429T16:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] You say daily?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, [PII], hey, my name is [PII]. Hopefully your computer is working.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You're the 3rd 1 I've talked to this morning. I tried to talk to.
[AGENT][NEUTRAL] Uh oh. Yeah, I know we were having computers issues, issues earlier, but
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah, I thought [PII] tried to talk to her first and then we got, I guess the line never got cut off, but I couldn't hear her at all. And then, uh, uh, I was talking to [PII], and she couldn't pull me up on the computer, but hey, my name is [PII]. I'm just trying to get a uh update on my, uh, disability, uh, claim.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] All right, I can help you with that disability claim. Do you have your policy number, [PII]?
[CUSTOMER][NEUTRAL] Yeah yeah 250-6754.
[AGENT][POSITIVE] Perfect, thank you.
[CUSTOMER][NEUTRAL] Excuse me, yeah, I'm up here in [PII] just outside of [PII] between uh [PII], and the weather's been bad here all morning too last night.
[AGENT][NEUTRAL] Yes, um, I'm in [PII] and it was thundering this morning. It was like sideways rain.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Yeah, I know, I know it's been bad. Right now I'm in between, in between rain sales right now. It's kind of calm out there at this second, but.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Looking at the radar they gonna laugh.
[AGENT][NEUTRAL] Honestly, after the storm hits, uh, the calmness after the storm scares me because of the tornadoes.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] I'm like, oh, this is much scarier than storm.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Yes, I was born and raised in [PII] and down on the Gulf Coast and we had to deal with the hurricanes, you know, all my life growing up.
[CUSTOMER][NEUTRAL] And uh half my family lives here in [PII], actually they're in [PII], and you know, the other half in [PII] and moving up here about 7 years ago, I had to do more with tornadoes up here than I did down south.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh, wow.
[CUSTOMER][NEUTRAL] You know, with the hurricanes, yeah.
[AGENT][NEGATIVE] Jeez.
[CUSTOMER][POSITIVE] But it's OK. I still love it up here.
[AGENT][NEGATIVE] Yeah, I feel like the weather, it just gets worse every year.
[CUSTOMER][POSITIVE] That's a lot better.
[CUSTOMER][NEUTRAL] But yeah, the rain is not real. We're already, I think here in [PII] or in this area here, we're like 2 inches above uh normal.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, rainfall already.
[AGENT][NEUTRAL] Yeah, it's supposed to get bad. I think this afternoon, there's supposed to be flash flooding.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, I'm not ready. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] That's what they've been saying it's not, it's not gonna be pretty.
[AGENT][NEUTRAL] No, it's not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then what is your mailing address and email?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, email [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, let's try to find this claim on file. Do you know the date of service?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I'm looking at the portal. Is that the date received or date?
[CUSTOMER][NEUTRAL] You said.
[AGENT][NEUTRAL] Should, it should be the date received.
[CUSTOMER][NEUTRAL] Trying to get my phone to work for.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I get my eyes to work here.
[CUSTOMER][NEUTRAL] OK, [PII] the service from date.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is that the date you name?
[AGENT][POSITIVE] Yes, perfect. Thank you.
[AGENT][NEUTRAL] Just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Getting old and my eyes ain't working as they used to.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] It's not fun.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] And then you put stage 4 cancer on top of that don't help much at all.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][MIXED] It's OK. It'd just be nice if I had some money coming in if I'm broke, literally having to borrow money to get food.
[AGENT][NEUTRAL] Yes, I understand that.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Literally have
[CUSTOMER][NEGATIVE] Yeah, it's, it's bad right now.
[AGENT][POSITIVE] Hopefully we can help you out. OK.
[CUSTOMER][NEUTRAL] I try to keep a
[CUSTOMER][NEUTRAL] Yeah, try to keep it [PII] safe but.
[AGENT][POSITIVE] Yes, stay positive.
[CUSTOMER][MIXED] Cheery attitude, but it's hard.
[AGENT][NEGATIVE] It is hard money.
[CUSTOMER][NEUTRAL] The for.
[CUSTOMER][NEUTRAL] Especially today, I've got to drive into the country back in [PII] uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Here from [PII], that's 40 miles from me and I got to borrow money for gas to get there.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] No, we don't want that. OK.
[AGENT][NEUTRAL] So let me go back just a moment.
[AGENT][NEUTRAL] I did find your claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My dogs are being fully tired this morning.
[AGENT][NEUTRAL] Oh, no. Mine are being crazy this morning too. I don't know what is going on.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's the weather. I blame everything on the weather.
[AGENT][NEUTRAL] It is the weather.
[AGENT][POSITIVE] It makes it.
[CUSTOMER][NEUTRAL] That's right. Don't blame it on the weather.
[AGENT][MIXED] Yeah, it makes it a little easier. It just blame it on the weather.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] And you told me your name was [PII], is that right?
[AGENT][POSITIVE] Yes, that's correct. Mhm.
[CUSTOMER][NEUTRAL] OK, great. Uh, it just dawned on me that's my niece's name, so.
[AGENT][POSITIVE] Oh, I like that.
[CUSTOMER][NEUTRAL] 00, yeah.
[CUSTOMER][NEUTRAL] I hope that uh uh you're not as wild as she is.
[AGENT][NEUTRAL] No, I don't think so. I, I have a couple of kids. I have settled down in my time now.
[CUSTOMER][NEUTRAL] Well, we thought that she had, we, we thought that she had to and uh.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] She's in, how old is she now? She's [PII], I think, and uh
[CUSTOMER][NEUTRAL] Met that with a guy and got pregnant and then both of them split up and my brother is now.
[CUSTOMER][NEUTRAL] Being a daddy again, he had to get custody of the baby at [PII] old, so.
[AGENT][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So he's raising another child at [PII].
[AGENT][POSITIVE] Oh, well, hopefully.
[CUSTOMER][NEUTRAL] She she want water.
[AGENT][POSITIVE] Well, hopefully she comes back and she takes care of the baby.
[CUSTOMER][NEUTRAL] And he got custody, so he had took her to court and his own daughter, that's the youngest, and um.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, well, I'm glad.
[CUSTOMER][NEGATIVE] You had to get cussed.
[AGENT][POSITIVE] I'm glad he's taking care of the baby. Let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I did find that claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And it looks like it's denied because we're needing medical records.
[CUSTOMER][NEGATIVE] What more, and I'm sorry, hey, I'm, I'm gonna get pissed off here in a second. OK, I know it's not your fault, so just ignore that. But what the hell else do they need? I sent every record they requested. I've even sent and signed uh forms to, you know, for, you know, release for y'all can get records.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] What the hell is going on?
[CUSTOMER][NEUTRAL] It's my short term disability. I'm not talking about the critical illness.
[CUSTOMER][NEUTRAL] I'm all for it, been off work since the [PII] or [PII].
[AGENT][NEUTRAL] Yes, it says.
[CUSTOMER][NEUTRAL] I know, I know the short term or the uh um uh uh critical illness was denied.
[CUSTOMER][NEUTRAL] How can the disability be denied?
[AGENT][NEUTRAL] Yeah, the only, so for that remark code, all it tells me is that requesting medical records.
[AGENT][NEUTRAL] That's it, um, for the short-term disability.
[AGENT][NEUTRAL] What? Let me check one more place, OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And see if I can try to dig just a little bit deeper.
[CUSTOMER][NEGATIVE] it's ridiculous. You got, I've been paying for this disability for, you know, the last year. There's no.
[CUSTOMER][NEUTRAL] It's short term disability. I'm off work. I got stage 4 cancer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How can it be denied?
[AGENT][NEUTRAL] Yeah, they're just needing additional medical records. Um.
[CUSTOMER][NEGATIVE] For what? It's a disability claim. I'm off work. You don't even need to know the reason why I'm off work. I pay for it.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, I agree. Let's see here.
[AGENT][NEUTRAL] Let me see if I can find a form that states.
[AGENT][POSITIVE] Exactly what you need.
[CUSTOMER][NEGATIVE] And how come the portal wasn't updated to even say that?
[AGENT][NEUTRAL] I'm not sure. Hold on, let me put you on a brief hold and ask my manager, OK?
[CUSTOMER][NEUTRAL] Yes, [PII], please do that and I mean I'm not mad at you. Please don't get me wrong, I'm not mad at you, but this is ridiculous.
[AGENT][POSITIVE] Yes. Yes, um, I'm gonna, I'm gonna try to help you, OK? Um, let me reach out to her. I, yeah, I just wanna give you, I just wanna put you in the right direction so we know exactly what documents you need.
[CUSTOMER][POSITIVE] Thank you I appreciate it.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yeah, you're welcome. Just a minute.
[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][POSITIVE] Hey, thank you for holding.
[CUSTOMER][NEUTRAL] OK, tell me something good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes. So this claim is not denied. It is pending medical review right now.
[CUSTOMER][NEUTRAL] How much longer is this gonna be [PII]?
[CUSTOMER][NEGATIVE] This is ridiculous.
[AGENT][NEUTRAL] So let's see.
[AGENT][NEUTRAL] That was in March when you went in, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII] is my last day at work, yes.
[CUSTOMER][NEUTRAL] On [PII] rather.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it's the end of this month.
[CUSTOMER][NEUTRAL] I mean, what's the date today?
[AGENT][NEUTRAL] Uh, [PII], yeah, [PII], see.
[CUSTOMER][NEUTRAL] It's been a month.
[AGENT][NEUTRAL] OK, I am going to have my manager look into this one.
[AGENT][NEUTRAL] Uh, we're just gonna dig a little bit deeper into your policy to see exactly what's going wrong.
[AGENT][NEUTRAL] Or what's going on. Um, do you mind if I give you a call back within like 30 minutes?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][POSITIVE] Not at all, please do. I would appreciate it very much.
[AGENT][NEUTRAL] OK. Can I have your callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] And what will the number be you're calling me from?
[AGENT][NEUTRAL] It will be
[CUSTOMER][NEUTRAL] So I know the answer.
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][NEGATIVE] I got so many bill collectors call that I don't if I don't recognize the number, I don't answer it.
[CUSTOMER][NEUTRAL] Is the [PII] number or [PII]er?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes. It will be [PII].
[CUSTOMER][NEUTRAL] Yeah, wait a minute, wait a minute. I know that family and now.
[AGENT][NEUTRAL] OK, just a second. It looks like my colleague, she's replied.
[AGENT][NEUTRAL] OK. So, a request for medical records has been sent. So we requested medical records on [PII].
[AGENT][NEUTRAL] And then once we receive that claim, it will be in review and then the claims department will make a decision.
[CUSTOMER][NEUTRAL] OK, how is there a decision to be made? I don't understand that. I mean.
[CUSTOMER][NEUTRAL] My last day of work was [PII].
[CUSTOMER][NEGATIVE] My HR director helped me, you know, did all the paperwork, send in medical records at that point. What decision has to be made here? That's what I'm not understanding. This is a short term disability policy that I've been paying for. I shouldn't have to be jumping through all these hoops to get the money that I got coming to me.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have not worked in a month. I mean, is it the critical illness, OK, I can understand me having to get doctors, you know, records and medical records from all that.
[AGENT][NEUTRAL] I get that.
[CUSTOMER][NEGATIVE] This is my disability, not nothing, it's not a, this, this money is owed to me.
[CUSTOMER][NEUTRAL] That I've been paying for on the policy.
[AGENT][NEUTRAL] Yes, um, I've
[CUSTOMER][NEGATIVE] What medical records do you all need? you shouldn't even need any medical records to start with.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, I mean, when my company, you know, sends in their form they fill out saying what my last day of work is due to illness, that should be it, period.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Aside from the 2 week, you know, 2 week hold period, that should be it. I should be receiving a check.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Yes, I, I feel your frustration. I would.
[AGENT][NEUTRAL] I don't blame you.
[CUSTOMER][NEGATIVE] I mean, it's almost as if they, they, they want to put it off, put it off, put it off, make enough excuses that I got no choice but to, to screw it and go back to work, even though I've got stage 4 cancer.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEGATIVE] Stop the treatment and go back to work.
[CUSTOMER][NEUTRAL] That's what it seems like.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I got this policy to help me, you know, in case, you know, I'm off work, I get sick. That's what it's for.
[AGENT][NEUTRAL] Oh no. I know. I'm so sorry. Um, yeah, it looks like we're just
[AGENT][NEUTRAL] We're just waiting for the examiner. Um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I asked how long it would take, but it doesn't look like we have a timeline.
[CUSTOMER][NEUTRAL] Oh my [PII].
[AGENT][NEUTRAL] OK. Let me
[CUSTOMER][POSITIVE] All right. I'm not mad at you. Please don't, don't think I'm mad at you.
[AGENT][NEUTRAL] No, no, no, I.
[CUSTOMER][NEGATIVE] Um, but this is ridiculous.
[AGENT][NEUTRAL] Well, I will call you back, OK? Um,
[AGENT][NEUTRAL] I want to get some more clarification on this one, OK?
[CUSTOMER][NEUTRAL] Oh what was that number again? I got my pen now.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] [PII]. OK. And uh if that's what it shows up I'll, I'll answer you know without a doubt. But if you whatever you can find out for me, I'd appreciate it. This actually this is sad, this is ridiculous.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, I'll definitely give you a call back OK?
[CUSTOMER][POSITIVE] Thank you, honey sure appreciate it.
[AGENT][POSITIVE] Uh, yeah, you're welcome. Um, I'll call you back within 30 minutes, OK?
[CUSTOMER][POSITIVE] Oh OK thank you.
[AGENT][POSITIVE] All right, you're welcome bye.
[CUSTOMER][NEUTRAL] In that in that