AccountId: 011433970860
ContactId: 7728835b-b774-4554-a8cb-8c9e7a332019
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 544880 ms
Total Talk Time (AGENT): 234289 ms
Total Talk Time (CUSTOMER): 275963 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/7728835b-b774-4554-a8cb-8c9e7a332019_20250107T20:26_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was calling because I have an open plan. Um, my, uh, I guess policy number is 620424.
[AGENT][NEUTRAL] 620424. Did I hear that right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you Miss [PII], and let me get that pulled up and while I'm pulling that up, do you mind if I also get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful and you said you were calling for claim status. Did I get that correct?
[CUSTOMER][NEUTRAL] Well, no, I was calling, uh, I know my claim status is open, but I was calling because I faxed in the information that was requested, uh, from last month stating whether if I'm going back to work or whether if I'm gonna have to retire or whatever, and I faxed in the information and uh from my doctor saying that.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Uh, I'm gonna have, I'm going, um, to have to apply for Social Security disability because my injury is, is not, you know, getting well or what have you, and I'm still having the same issues, so I faxed it in to let you all know I'm not going back to work at all.
[AGENT][NEUTRAL] OK, perfect. Let me check and see on that and then, uh, real quick though, I do just need to verify some information with you if you wouldn't mind verifying with me your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. And would you also mind verifying for me your mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. And it looks like just the.
[AGENT][NEUTRAL] Name or I'm so sorry, the email address and the phone number. Oh yes, the email address and the phone number.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] Thank you, thank you. I appreciate that and.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] All right, Miss [PII]. The last thing I see here is
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] Ma'am, I just faxed it in. I just faxed it in today.
[AGENT][NEUTRAL] It looks like
[AGENT][NEUTRAL] Oh right now I understand. I was about to say, OK, um, so if it just came into day there is a chance it's not in our system yet sometimes it takes up to 72 hours for the physical fax to come through and then for us to digitalize it and get it in the system. um, so hang tight. I'm going to just take a peek and see if I see it, but if not, you might wanna give us just a couple of days to check back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So she told me after my visit, um.
[CUSTOMER][NEGATIVE] On the [PII] because I, it was supposed to snow. It's been snowing in [PII], so I was, my appointment was moved up until today, and the doctor has ordered that, you know, I apply for Social Security disability because the issue is not getting no better and it's very little minimum of improvement with with um.
[CUSTOMER][NEGATIVE] Therapy or what have you, cause I had some herniated disc and stuff that I fell and hurt myself and I got two torn rotator cuffs. I didn't found out in 3 spots. I got frozen shoulder. I got a lot of stuff wrong with me, ma'am.
[AGENT][POSITIVE] I am so sorry. That sounds like a lot to, to go through.
[CUSTOMER][NEUTRAL] From this file.
[CUSTOMER][NEGATIVE] It is and I've been stressed out behind this depressed and whatever, and it's been, you know, a lot of stuff I had to go through and endure, but I faxed in the information to show that I'm not going back to work so that my claim continue to be paid for throughout the 6 months because she told me to apply for Social Security disability.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEGATIVE] Because I, when I, when I fail, I heard, heard some stuff and, and I, it's just not getting well.
[AGENT][POSITIVE] That is, I'm so sorry to hear that. That sounds, I'm genuinely miserable and I'm so sorry you're going through that.
[CUSTOMER][NEGATIVE] Yeah, it is miserable. I, I have sleepless nights. I can't even lay comfortable on one shoulder and you know, both shoulders and rotator cuffs are torn because I tried to brace myself from falling and tore my rotator cuffs on both shoulders in three spots, uh, not to mention my hand. I can't even bend my finger on my right hand. That's my hand that I write with.
[AGENT][POSITIVE] Oh man, I'm so sorry. I definitely, my, like my heart definitely goes out to you. I
[CUSTOMER][NEUTRAL] Yeah, my
[AGENT][NEUTRAL] I can't imagine going through that, so.
[CUSTOMER][NEGATIVE] Yeah, cause we just went to a McDonald's dinner, me and my little babies, my 3 little grandbabies for a play date, and I end up selling somebody else's liquid, didn't know it was on the floor and hurt myself pretty bad.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] And I've been off from work for almost 4 months.
[AGENT][POSITIVE] I'm so sorry to hear that, Ms. [PII]. I definitely, I mean, I know it doesn't sound like it's gonna, but I really hope it gets better.
[CUSTOMER][NEGATIVE] I do too. It don't look like it's getting no better cause I can't stand up a long time cause it's pressure with the disc and and I can't sit down a lot of time, a long time and, and when I'm in the middle of the night I get up in the night, in the middle of the night be walking cause my back and stuff be hurting after to get up and take medicine and I can't go to work and function with the type of medicine they're giving me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I am so sorry to hear that. I do see that we've had like, oh my gosh, a couple dozen claims come in today or maybe 4 dozen claims or faxes, not even claims. I'm sorry, but I don't have indexing on any of them, so I they're not, um, I can't tell if any of them are to your policy or not. It looks like they're just waiting to get um.
[CUSTOMER][NEUTRAL] Yeah, cause I
[CUSTOMER][NEGATIVE] I put my policy number on there and then I, uh, it was early this morning when I faxed it when I left the doctor's office because the lady that I spoke with last month, she said fax in the paperwork to show whether you're going back to work and the doctor said I'm not going back to work, she got it on there that she having me file for social security disability cause the injuries, I'm, I'm not, I'm not uh.
[CUSTOMER][POSITIVE] Getting well from them because I have other underlying illness like type 2 diabetes and
[CUSTOMER][NEUTRAL] High blood pressure and asthma and all that. So diabetes is one of them that slow the process down. That's the reason why it's not being fast, you know, for me to get back on my feet.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, so these, it's just like a human process on our side. They get the facts in as paper and then they have to like scan it and then someone goes in and looks at the scan and sees what the policy is and assigns it to the policy and where it has to go and so it's just a human touch on that um it's not automatic so it looks like it's not we easily could have received it but it just hasn't been um tagged yet and attached to your specific policy.
[AGENT][NEUTRAL] If you don't mind, as far as confirmation, just giving us 48 to 72 hours on that, and if I mean if you don't, if you call back in 48 to 72 hours and we're saying we can't find it, I'd certainly recommend just re-faxing it again or if you have the online service center you can also submit that paperwork through the online service center as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yeah, I went and paid the uh fax it because uh that's how I did it. I did it uh.
[CUSTOMER][NEUTRAL] I, I sent it to the [PII] number and I faxed it, faxed it in. That's what they asked for. That's how I did the very first portion of it anyway.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Um, and then did you hang tight onto that confirmation letter?
[CUSTOMER][NEUTRAL] Uh, yeah, I have it.
[AGENT][NEUTRAL] Perfect. If you call back and we don't see that fax on file, um, you can also give them the information onto that confirmation letter and we can have someone dig through it, um, but we can't put a request in like that until it's been at least 72 hours.
[CUSTOMER][NEUTRAL] OK, that's fine. I'll just call back or either I get an email to the uh text update to show that y'all have it.
[AGENT][POSITIVE] OK, perfect. Yeah, if you don't get a text, give us a call back, Ms. [PII]. Well, I know any one of us would be happy to go through and check on that for you and I'm sorry we don't have it right away and I really hope you get feeling better and you heal well, um.
[AGENT][POSITIVE] And I really wish you the best, Miss [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Yeah it's my pleasure if there's anything else you need just let me know OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] My pleasure. You take care, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye bye.