AccountId: 011433970860
ContactId: 7f5cfd59-6f02-40b9-9db2-7ec8362a803a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 632260 ms
Total Talk Time (AGENT): 112615 ms
Total Talk Time (CUSTOMER): 184999 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/7f5cfd59-6f02-40b9-9db2-7ec8362a803a_20250422T20:44_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. I just got off the off the phone with someone.
[CUSTOMER][NEGATIVE] But there was no help, so I don't know need to know if I need to talk to a supervisor or what.
[CUSTOMER][NEUTRAL] I don't even know if you're a call.
[CUSTOMER][NEUTRAL] Answering service or if you work in the company APL or.
[CUSTOMER][NEUTRAL] My name's [PII] and my Social Security is [PII].
[AGENT][POSITIVE] [PII], I'm sorry to hear that. Yeah.
[CUSTOMER][NEUTRAL] I'm checking on my
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm checking on my disability.
[CUSTOMER][NEUTRAL] Temporary disability.
[AGENT][POSITIVE] OK, I'm happy to check on the claim. Do you have the policy number so I can pull it up?
[CUSTOMER][NEGATIVE] Well, I have, can you look it up off my name because the number that I gave her, she's talking about an emergency care visit and it doesn't even have anything to do with my.
[AGENT][POSITIVE] Yeah, I am happy to. I have your first name as [PII]. Would you mind spelling your last name, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] My birthday is [PII].
[AGENT][NEUTRAL] All right. Thank you, Mr. [PII]. Give me just a moment to look you up here. take just a moment.
[AGENT][NEUTRAL] And your last name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so claim was originally submitted it looks like in March and then there was some additional stuff submitted it looks like just recently, correct?
[CUSTOMER][NEUTRAL] Yeah, like, uh, the Monday before last.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEGATIVE] And they said that was all I needed to process the claim, and I was told it would take 2 to 3 days.
[CUSTOMER][NEUTRAL] And then I was told it took another 7 to 1015 days.
[CUSTOMER][NEUTRAL] And then I was told I they only pay out on the [PII].
[CUSTOMER][NEUTRAL] And then this last lady soul that I just talked to said that they're waiting on more medical records.
[CUSTOMER][NEGATIVE] Which that's not what I've been told and I've paid this premiums for temporary disability. I've been displaced from my job and temporarily terminated and with the medical separation, I've had two toes amputated and I have.
[CUSTOMER][NEUTRAL] To [PII], I've already been doing them for 2.5 weeks of infusion IVs because I have a bacterial infection to keep from cutting off another toe.
[CUSTOMER][NEGATIVE] So I don't understand why there would be more medical requests when the surgeon that cut my two toes off has already submitted them weeks ago.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] I do share that same information, sir. So if you'd like to speak to a supervisor and claims, I'm happy to get somebody on the line. OK, yeah, not a problem. I just wanna make, yeah.
[CUSTOMER][NEUTRAL] I would.
[CUSTOMER][NEUTRAL] I would thank you and I'm I'm gonna tell you that uh I am not.
[CUSTOMER][NEGATIVE] Trying to pick on you girls, but this APL insurance is the worst insurance I've ever had in my life. They literally paid $2000 on a $100,000 bill and bills are still coming in.
[CUSTOMER][NEGATIVE] And have had no help with my temporary disability.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] At $147 a week coming out of my check.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No, I can definitely.
[CUSTOMER][NEGATIVE] So I, I would, I, if, if there's integrity involved, I would say watch who you're working for because this is like extortion.
[CUSTOMER][NEUTRAL] For real.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] But I would love to speak to your supervisor and I hope you have a blessed day.
[AGENT][NEUTRAL] Yeah, absolutely, Mr. [PII]. I just wanna make sure this number you're calling from, is that a good call back number if anything happens while I place you on hold?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right perfect thank you so much give me just one moment please.
[CUSTOMER][POSITIVE] Thank you. Have a, have a great day.
[AGENT][NEUTRAL] You too, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. Do you have all of [PII]'s stuff there?
[CUSTOMER][NEUTRAL] We are needing medical records.
[AGENT][NEGATIVE] Yeah, so he's pretty upset because he originally submitted the first claim, as you can see, and it was denied because it was incomplete, and then he submitted the additional information. He said that he was told that was all that was really needed and um so then.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Now we're asking for medical records and he's like, you know, I've had two toes amputated. I don't know what else you need. He's just frustrated. It's taken so long.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, [PII] has already sent, OK she what did.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Expedited
[CUSTOMER][NEUTRAL] OK, you can send him over.
[AGENT][NEUTRAL] OK, here he comes, [PII], one second.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mr. [PII], I have [PII]'s supervisor on the line. She's gonna take the call.
[CUSTOMER][POSITIVE] OK, thank you very much.
[CUSTOMER][NEUTRAL] Hello, Mr.