AccountId: 011433970860
ContactId: 7f1ac2ad-718a-4155-a894-92bad1f9046d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1910550 ms
Total Talk Time (AGENT): 594278 ms
Total Talk Time (CUSTOMER): 998067 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/7f1ac2ad-718a-4155-a894-92bad1f9046d_20250529T20:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yeah, good afternoon there, [PII], yeah, um, hopefully you can give me some direction here on my claim. Um, I have a little problem with, um, getting the uh employer to do their part, so, um, thought I touched base with you. I did talk with them and they mentioned because I sent the, um, information to them, you know, the forms they need to fill out over over a week ago, about 10 days ago, and I still haven't gotten it back.
[CUSTOMER][NEUTRAL] And you guys sent me, uh, you know, the status and mentioned that that's the part that you guys are waiting on, so, um, they let me know they they told me well is there any way, is there an email that we could, um, I'm sorry, not an email, but um, yeah, I guess an email that they could um.
[CUSTOMER][NEUTRAL] You know, uh, send it over to you once they get it filled out.
[CUSTOMER][NEUTRAL] Um, I do have the fax number and I'll share that with him through your email here shortly, but I was wondering, is there an email that.
[CUSTOMER][NEUTRAL] That they could forward that to?
[AGENT][NEUTRAL] Um, no, no, there's no email. We can't, yeah, we.
[CUSTOMER][NEUTRAL] I didn't think so. I don't think so.
[CUSTOMER][NEUTRAL] Yeah, I didn't think so because I saw on my um portal there that there's a way for me to send it in, you know, I guess you could, I could scan it or whatever if they send it back to me right but um OK uh so unfortunately there's no email. I don't know sounds like they don't wanna send it to me they'd rather send it to you guys. I'm sure that's OK, right? I don't know why they're doing that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, they can fax it, um, they can send it electronically with the payer ID and they can um I'm sorry, and they can mail it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, um, where can I find that information that way I'll just send them all the three options and so it won't be any excuses. I saw it somewhere, but I just can't remember. Was that on on the portal or on the?
[CUSTOMER][NEUTRAL] Mm what was it?
[AGENT][NEUTRAL] Uh, the payer ID you wouldn't see, but I can give you the um mailing address and I can give you all three of them.
[CUSTOMER][NEUTRAL] OK, um, OK, I, I saw it somewhere. I just can't recall where, um, maybe it was on the, uh, form.
[AGENT][NEUTRAL] Oh, probably your car.
[CUSTOMER][NEGATIVE] Yeah, maybe on the, no, I don't think it was on the card, but, but anyway, nevertheless, um, yeah, OK, um, but so, so I'm sorry, so [PII], and you know this is ridiculous, you know, I'm, I'm not one to complain much, but it's been over, you know, I don't see why I should be penalized for them not doing their, their part. I need a payment. I, I don't have any income and that's why I paid into the insurance.
[CUSTOMER][NEGATIVE] So, I'm not too happy, you know, um, I have bills to pay and this is not fair, you know.
[AGENT][NEUTRAL] I understand and I understand that frustration. Um, unfortunately, our hands are tied as well until we get
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You're not being penalized, to be honest, it's protecting you because if your claim is audited and you're paid and everything's not in, you're you're going to be responsible to pay all of that back and it's just a, a big mess. So we rather have everything up front and pay the claims out correctly.
[AGENT][NEUTRAL] So that we don't have any issues on the back end, um, but I can.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right, I, I understand that. Yeah, go ahead, go ahead.
[AGENT][NEUTRAL] But um let me go ahead and pull up your
[CUSTOMER][NEUTRAL] Yeah, I, I understand that, but, but my, my, you know, that, that's a lot of mumble jumbo. I I understand what you're saying, but my bill collectors ain't trying to hear that, you know what I'm saying? I've done my part is, is all I'm saying.
[CUSTOMER][NEUTRAL] You know, my, my physician sent over and I sent over, I went over way over to FedEx Kinko's and sent it to you guys faxed it over, you know, so that's all I can do. You see what I'm saying? I mean.
[CUSTOMER][NEGATIVE] It's not fair. So I think you guys need to get my payments going personally.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I mean, I, if you'd like to speak to a claims examiner, I, I definitely, I, my hands are tied. I'm not even in claims, but I can definitely let them know of how you're feeling.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] But that should, I mean, as as the insurance company, that should be directed to the employer because we need their form so that we can do what we have to, to do, which they're aware of.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah, well, maybe can you talk with, can, can you guys maybe can I claim adjuster talk with them or let them know how important this is because here's the thing, it's, it's, I'm like a temp employee for them what per se. I've never been to their office. I don't even know where it's at. They, they send me messages and I go out and do the work, you know, building, um, apartment maintenance, and so I don't really have a personal you know relationship with them per se, so you know.
[CUSTOMER][NEUTRAL] They need to understand how important this is. It's been 10 days. I sent that over to them, you know.
[CUSTOMER][NEUTRAL] So maybe the claim adjuster can work with them. I mean, because, because they pay you guys, so maybe they have a relationship. I don't know if you guys have a relationship with them or not, you know, what.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Let me pull up your policy and then I can see who the employer is and um see how they can be contacted. May I have your name?
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Yeah, of course. Um and so that's [PII], first name [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And Mr. [PII], may I have your um policy number?
[CUSTOMER][NEUTRAL] Of course, yeah, so that number is.
[CUSTOMER][NEUTRAL] 2607315.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] Yeah, this is terrible.
[AGENT][NEUTRAL] OK, and I just need to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Sure, uh
[CUSTOMER][NEUTRAL] Sure, of course. So that's uh [PII]. I'm, I'm sorry, uh, date of birth is [PII], um, you said email or address, home address? What do you mean?
[AGENT][NEUTRAL] Um, both email and home address.
[CUSTOMER][NEUTRAL] What you need
[CUSTOMER][NEUTRAL] 000, OK, sure, so, um, home address [PII], email [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And is the [PII] the best contact number for you?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, sure, in case we get disconnected, um, and, uh, uh, but you, OK, yeah, yeah, OK, well, I don't, I did wanna just in case I need to have it in my notes. I don't forget what you were doing there, but I did wanna get that address or whatever you're gonna give me the the mailing address in the case that way I can have it, you know, um.
[AGENT][NEUTRAL] OK, so what I'll do is
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, um, the
[AGENT][NEUTRAL] So did you want, because I'm getting ready to call the employer, I can give them that information. You want it for yourself as well?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Well, yeah, you know, just in case, yeah, yeah, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, so it's [PII].
[CUSTOMER][MIXED] OK, one second, not so [PII], OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, one second.
[CUSTOMER][NEGATIVE] Yeah, you know, it's something I paid into. You can understand my frustration that I've done all my part, drove my gas around and then I'm not getting any, you know, this is, this is not good.
[CUSTOMER][NEUTRAL] Yeah, [PII], um, [PII], right?
[AGENT][NEUTRAL] Mhm. And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] OK, and then I have your fax number. Let me make sure it's correct, um, and then that is that I, I'll, you know, that we can, you know.
[CUSTOMER][NEUTRAL] I don't, I don't know if they got that or not, and that fax, excuse me, fax number is one second here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh let's see here.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm ready to read it whenever you're ready to confirm it.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Oh, OK, so that number is [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] That they could have used as well, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And maybe and maybe you can make sure you share that with them when when when we talk to them, um, because the only thing I think I told him was to return it to me and you know my email which should have been OK but in other words, there's no excuse they haven't done anything. I mean, you know, so but now we.
[AGENT][NEUTRAL] OK, so I'm gonna give them a
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] I'm gonna give them a call on the other line.
[CUSTOMER][NEUTRAL] Yeah, that we can give them that information.
[AGENT][NEUTRAL] And I'll handle the call from there. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate it, um, OK, you have the number, you have the number?
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Yes, I'm getting ready to call them now.
[CUSTOMER][NEUTRAL] Or you have the, OK, let me know if that didn't go through. I have another number, OK.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][POSITIVE] Thanks for calling Bene Center card. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] How may I help you?
[AGENT][NEUTRAL] Hi this is [PII] with APL. How you doing?
[CUSTOMER][NEUTRAL] Hi, how are you?
[AGENT][NEUTRAL] I'm doing good. I have a um one of your employees on the other line. They're trying to fill out their short-term disability paperwork, but we're waiting for the employer's section so that we can process the claim. Is there anyone that can assist me with um getting that over?
[AGENT][NEUTRAL] Oh, and they hung up.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm still here.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for the wait. So I reached out to Florida um engines and Machinery and um to the contact that we have, and they actually hung up on me. What phone number do you have?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. Yeah.
[CUSTOMER][NEUTRAL] You think it was an accident or you guys had a dis uh disagreement or something? I'll get that number for you. What, what happened?
[AGENT][NEUTRAL] No, I literally just told him what I needed and he hung up.
[CUSTOMER][NEUTRAL] Really? I know. Well, you see what I'm dealing with, so maybe you can make note of that and make sure that gets to the claim adjuster that, you know, this customer has been trying forever, OK, um, yeah, let me get you the number I had, uh, and the contact.
[CUSTOMER][NEUTRAL] Makes no sense. OK, OK, let's see here.
[AGENT][NEGATIVE] I don't understand it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Just a simple form where people don't want to do their work, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, one number is area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And um there's an [PII].
[CUSTOMER][NEUTRAL] Is one contact, but she says uh uh it's this time I'm in [PII] and [PII], as you know, um, she says I'm under um a person I talked to her earlier, her name is um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEGATIVE] And um she's the one that told me if I could just give them the email but of course you told me I can't do this I'll I'll make sure I send over the fax number but yeah you can give that that number a call and and then I think it's option 2 for employees and then um let them know right that you're, you know, you got me trying to get this figured out, got me on hold trying to Mr. [PII] trying to get this information taken care of, you know.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][NEUTRAL] Right, but you know, right now, I, from what I heard, they, the, the [PII] lady, I, you know, in fairness to her, she said, well, I sent it over to HR, you know, cause I sent it, you know, like, so I, I that's eventually that's probably what they're gonna tell you. Well, this needs to go to HR. Well, well, you can let them know that, you know, Mr. [PII] sent this on [PII]. I mean, yeah, and you know, so, right.
[AGENT][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling BGSF. Please select from the following menu options.
[CUSTOMER][NEUTRAL] If you are a client and have a staffing need, press 1.
[CUSTOMER][NEUTRAL] If you are a current employee and need to speak with your staffing coordinator, press 2.
[CUSTOMER][NEUTRAL] If you have not worked with BGSF before and are wanting to apply to new opportunities, press 3 to.
[CUSTOMER][POSITIVE] Thank you for calling BJ. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hi, my name is [PII]. I'm calling from American Public Life. I'm trying to assist one of your employees, Mr. [PII], with his short-term disability claim. Um, we have everything we need. We're just waiting for the employer's portion, um, but it's been a few weeks and he's, uh, starting to get upset with us because we can't process the claim without the employer's portion. What do you need from me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What did you guys need to know? Can you, can you, um, take it verbally?
[AGENT][NEUTRAL] No, it's a short-term disability claim form.
[AGENT][NEUTRAL] Um, I can.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEGATIVE] He should have presented it to you.
[CUSTOMER][NEUTRAL] OK, in this case I have to transfer over to uh Ms. [PII], which is the coroner in [PII], so give me one second, OK?
[AGENT][POSITIVE] OK, yes, thank you.
[CUSTOMER][POSITIVE] Hi, how can I help you?
[AGENT][NEUTRAL] Hi [PII], um, this is [PII] with American Public Life. I'm trying to assist um Mr. [PII] in his short-term disability claim. He, he submitted it and we had everything except the employer's portion, so it was denied because of that. Um, is there a way that I can maybe fax this over to y'all and y'all fax it back to us. We're just waiting for that so we can continue processing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Would you be able to do email?
[AGENT][NEUTRAL] Um, I can, uh, I can email the forms to you, but you'll still have to fax it, but I, I understand the question, but because of HIPAA laws, we can't accept claims forms through email. So I can send you the blank copy, but you still have to fax it back to us.
[CUSTOMER][NEUTRAL] Like, is there an email like because.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I, I mean, [PII], I don't know if they have an option to do that, but that's the only people that I can forward the request to, um, and I have done that, um, whenever he's already sent me the form, so there's no need to send it again whenever they're there they can fill it out and send it back, um, that would be the best option, but I'll let them know the fax number is on the form, so they should be good for that, um, but if they're not able to fax it, I'm not entirely sure how we can get it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and mailing is not an option either because
[CUSTOMER][NEUTRAL] Would it be OK?
[CUSTOMER][NEUTRAL] We could do we could mail it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, well, I can give you the PO box that it needs to go to it just in case if they can't fax it back.
[CUSTOMER][NEUTRAL] OK, what is the um uh PO box number and address?
[AGENT][NEUTRAL] So it's
[AGENT][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And that'll be APL claims department.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you said um you already have it, so I don't need to email it to you, right? I just want to make sure because I was getting ready to ask you for your email address.
[CUSTOMER][NEUTRAL] Yes, I, I already have it. He already sent it over, but um the other thing that I wanted to confirm with you since he doesn't currently work with us and hasn't worked with us on an actual assignment, um, so basically, yes, he is on boarded with us, but he hasn't worked with us. Is that OK? So?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, hold on one moment. Let me see.
[AGENT][NEUTRAL] Because the
[AGENT][NEUTRAL] Hm. As long as the policy was active and it's been active since [PII] of this year. So if there's any issues with premium or anything like that, um, then that will be handled once we actually process the claim, but in terms of filing, yes, he can, he can file and we can process, um, if it, you know, was after [PII] when it became active.
[CUSTOMER][NEUTRAL] Yes, hello. I, I believe this is a 3 way call. This is Mr. [PII]. I'm sorry, who's speaking?
[AGENT][NEUTRAL] This is [PII] and [PII].
[CUSTOMER][POSITIVE] Oh OK, right, yes, hey there, [PII], right, so [PII], I'm glad they were able to get a hold of you and um, yes, I, I was definitely covered with for for the insurance and then I put in my notice that I was gonna be having my procedure. So is there been a problem with that, [PII]?
[CUSTOMER][NEUTRAL] I'm not sure, but, um, HR just asked me a question, so I asked that to her but um I did forward the information to HR and they should hopefully be getting it done but um we'll see what happens, OK?
[CUSTOMER][POSITIVE] OK, um, very good, very good, OK, um, yeah, yeah, the sooner the better.
[AGENT][NEUTRAL] OK, so I'm gonna go ahead and note the policy that we spoke with you, [PII], and then um I guess once HR um hopefully they can fax it over, but if not, they have the mailing address as well to send it to us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then as soon as we receive it, um, Mr. [PII] will go ahead and continue processing this claim.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] OK, very good. Thanks, everyone. Very good. All right. Have a good day.
[AGENT][POSITIVE] You're very welcome. Thank you, [PII].
[AGENT][NEUTRAL] And Mr. [PII], was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, no, um, well, maybe you can fill me in on what's going on. I guess you talked with [PII] and it sounds like they don't wanna process the claim. Sounds like to me. I mean, you said one guy hung up on you and now she's being, you know.
[CUSTOMER][NEUTRAL] And, and I paid into this well, no, you need to take notes of you, you, you, you need to take notes of that and so we can discuss that with, you know, I might have a grievance here, I mean.
[AGENT][NEUTRAL] I mean, I
[AGENT][NEUTRAL] I, I don't, I don't know.
[CUSTOMER][NEGATIVE] It's not fair. It sounds like they don't wanna help me.
[AGENT][NEGATIVE] It definitely um doesn't sound like there's any urgency, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] I wish I had more of an answer for you. I, I honestly don't know, but I am going to note this whole call.
[CUSTOMER][NEUTRAL] Right, um.
[CUSTOMER][NEUTRAL] OK, OK, I appreciate that. I mean, I, I guess at this point it's no sense to me talking with your superior in claims department because hopefully I guess she said she agreed to.
[CUSTOMER][NEUTRAL] To to what did he agree to forward it to.
[AGENT][NEUTRAL] Well, [PII] said that she had already sent the form over to HR and asked me was there an email to send it back to. I told her because the HIPAA laws we can't accept it through email. Um, she said there was no need for me to send over the form to her again because they already have it and um that they have our mailing, well, she gave them the fax number, but she wasn't sure if they could fax it, so I just gave her the mailing address too.
[CUSTOMER][NEUTRAL] HR
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, right, can't.
[CUSTOMER][NEGATIVE] I don't mean to laugh, but that's, you know, sound like they're being obstinate, you know, so why would I wanna go back and work, work for them if that's, you know, that's between me and you, that's all. That, that's terrible.
[AGENT][POSITIVE] I understand. I know it's frustrating when you have bill. I mean, I, like I told you last time we talked, disability helped me greatly when I was in my car accident, so I understand exactly where you are.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Yeah, yeah, that's right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sure, you know, I, I've been ample time, you know, 10 days, and right, and like you said, it's not like they're, oh well, you know, they're, yeah, they, they don't see the urgency of it, right, mhm. OK, well, should I talk with your supervisor or is this something that you can note or, or should you call them after we hang up and let them know, you know, this is very important, Mr. [PII] is on going on, you know, it's really been a month, you know, but 2 weeks, you know, do you want me to talk with him or not.
[AGENT][NEUTRAL] I mean, that's up to you. I'm gonna go ahead and note the policy of everything that's happening, so we have a record of the call. Um, as for APL, our, our hands are honestly tied. We can't, we can't move forward until we receive this from them. So it's not really a my superior, maybe a [PII]'s superior, I, I don't know, but
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] There's nothing that we could do until we get this document from them.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Um, now I'm sure there's some type of appeal or grievance or something like that for an employee to say that, well, Mr. [PII], you may never get paid. That's not, you know, that's not good, I mean.
[CUSTOMER][NEUTRAL] Yeah there's gotta be other, you know, options, you know, so, you know, yeah, of course I don't wanna sue or anything but.
[CUSTOMER][NEGATIVE] Oh my goodness, this is terrible, right.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah, yeah, if you wanna, if you wanna bounce me up higher, that's fine and we, we can do a three way call because I mean, you know, you are, are, are you, are you, or if you're advising me maybe leave it alone and give them a few days to, you know, you know, I don't wanna make them mad either but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean, it's just, it's it's, we're all, we, we work together, but it's like, I mean, I can see if there was something that it's up to you. You're the insured. If you want to speak to a claims person, you can. I don't know what much we can do without that document. Uh, it's not that we don't want to, we legally can't. So I
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm mhm.
[AGENT][NEUTRAL] I mean, I, I don't know if you want to speak to someone, you, you definitely can. That's, that's your choice.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, OK, so you got through on the, thank you for that. So you got through on the second number I gave you to, to my employer, is that?
[AGENT][NEUTRAL] Mhm. I got through on the [PII].
[CUSTOMER][NEUTRAL] Is that how that worked?
[CUSTOMER][NEUTRAL] And and so the first guy hung up on you.
[CUSTOMER][NEUTRAL] Right, first guy hung up on you. I think that was HR I I guess I'm not sure who you called originally, you know.
[AGENT][NEGATIVE] Yeah, I didn't even get a name.
[CUSTOMER][NEUTRAL] Right, maybe there's a problem with the phone. I don't know, but yeah, or, or maybe not. I don't know. I don't wanna speak on your behalf, but um.
[CUSTOMER][NEUTRAL] Um, yeah, I mean, if you think you're superior supervisor can put more heat on the situation, that's fine. If you feel pretty in your gut guts that you think that she's gonna follow through, we can give it 3 days or so or 3 or 4 days because I guess it would come in the mail, right? Or, or poss I've never heard someone say they can't fax. Doesn't that sound suspicious? I mean, but you know, it's like they're putting roadblocks.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Yeah, I, it's up to you, honestly, Mr. [PII], if you want to speak to someone in claims, I can get you the claims um here with APL.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, if you want to go higher with the employer, I don't know how that will work on that side, but I can definitely get you to someone in claims if you want, want to speak with them.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, hm.
[CUSTOMER][NEUTRAL] No, no, not at this point. We'll give them a, you know, 3 or 4 days to, um, see if that comes in the mail. What, what, what's, what's typically maybe 5 days or I mean it's terrible, you know, but what, what's typical 56 days or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] To be honest with you, I, I would give it 5 days, let's just say 5. Let's start at 5.
[CUSTOMER][NEUTRAL] I don't know what the mail system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, right.
[AGENT][NEUTRAL] Because I don't want to give it too much time and then it gets forgotten.
[AGENT][NEUTRAL] Or anything.
[CUSTOMER][NEUTRAL] Right, right, not, nothing ever happens, right? And then after that we, there's a process, right? And so, yeah, realistically we're looking late June or something before I get a payment, right? If, if it goes, you know, it's a process or, or can they expedite it, or?
[CUSTOMER][NEUTRAL] Well, I mean.
[AGENT][NEUTRAL] Once we get that form in, it goes straight to processing. So it's not as if it's like a brand new claim because they're just gonna pick up where they left off. So for that
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, but can you give me, right, go ahead. Could you give me, uh, you know, a guesstimate, couple 2 or 3 weeks, or?
[AGENT][NEUTRAL] No, no, go ahead.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Just, just for the typical turnaround is 7 to 15 business days.
[CUSTOMER][NEUTRAL] OK, but maybe I think someone's noted on our you can that you know, if we could expedite this, he's already been waiting over a month, you know.
[CUSTOMER][NEUTRAL] Um, right, you know.
[CUSTOMER][NEUTRAL] My procedure is way back in uh uh April, you know.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] You know, right.
[CUSTOMER][NEUTRAL] Now my doctor did drag their feet to get the paper, you know, so they have to take, you know, they apologize to me, right, and said that she was out of the office or something.
[AGENT][NEUTRAL] Um, and I'm noting this here.
[CUSTOMER][NEUTRAL] But they sent it, you know, they.
[CUSTOMER][NEUTRAL] Yeah, they faxed it though about 2 or 3 weeks ago, you know.
[CUSTOMER][NEGATIVE] Then I faxed about 2 weeks ago, you know, just I double faxed it just to make sure. And then, and then I, and then I emailed it over to my super, you know, my, my employer, uh, the farm, and here we are, nothing, you know, 2 weeks ago and nothing.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So let's give them the 5 days to see to have HR fill it out and then um hopefully they can just fax it over to us. If they didn't fax it, um, so in 5 days, I will call that that [PII] number that you gave me to see if it's been um faxed or how they sent it to us and then.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, or male. OK.
[AGENT][NEUTRAL] Uh-huh. And then if it's faxed, you know, that we should get it maybe a day or two after they faxed it. If it's mailed, then I would give it about a week.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Because it's, you know, going through the mail.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][NEGATIVE] Right, OK, yeah, just, I mean, it's not their money, you know, I don't know why they, you know, and I always showed up on time for work so I don't know why they would, why they're having this disposition, you know, uh, you know.
[CUSTOMER][POSITIVE] Right, but nevertheless, we can't read people's minds, so nevertheless. OK, I appreciate that. That sounds good, [PII], that's what we'll do.
[AGENT][POSITIVE] You're very welcome. Well, I have notes on the policy, so if at any time you need to give us a call, you have any questions, you definitely can reach out to us and we'll be more than happy to help however we can to get this resolved for you.
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I really appreciate it.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's gonna do it.
[AGENT][POSITIVE] Alright, well, thanks for calling APL and I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. OK.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.