AccountId: 011433970860
ContactId: 9775bae3-89c4-4bdd-84a9-215495a4e519
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 684770 ms
Total Talk Time (AGENT): 349996 ms
Total Talk Time (CUSTOMER): 255917 ms
Interruptions: 9
Overall Sentiment: AGENT=-0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/9775bae3-89c4-4bdd-84a9-215495a4e519_20250213T14:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] with whom am I speaking to? How may I help you?
[CUSTOMER][NEUTRAL] Yeah my name is [PII]. I, uh, submitted a um.
[CUSTOMER][NEUTRAL] Uh, my stuff for my short term disability I did this weeks ago here and I finally got a reply back and it's telling me.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Telling me that the forms I submitted were incomplete and then it says after that that they can't read it. I'm like what the heck this was filled in by computer. The only part that was done by hand was what the doctors did.
[AGENT][NEUTRAL] OK, what's a good call back number for you, Mr. [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] Thank you. And what's your policy number?
[CUSTOMER][NEUTRAL] 02286.
[CUSTOMER][NEUTRAL] I'm sorry, 83.
[CUSTOMER][NEUTRAL] 639.
[AGENT][POSITIVE] OK, thank you for that information.
[CUSTOMER][NEUTRAL] 02283 639 yep.
[AGENT][NEUTRAL] Mhm. OK, thank you for that information. One moment while I get your policy pulled up and then I'm gonna have you verify some information and then I'll take a look at those documents um that were sent over to see if they're eligible or not, OK, and you already verified your name.
[CUSTOMER][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] Uh, verify your date of birth followed by your physical mailing address please.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[AGENT][NEUTRAL] Thank you and what is the email address we have for you on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying all that information. One moment please while I take a look at this.
[AGENT][POSITIVE] Thank you for your patience. One moment.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Thank you for your patience again. It just takes a moment for these documents to come up for me to be able to look at it.
[CUSTOMER][NEUTRAL] Yeah, and you got them and as you know, download a PDF scan file rather than a fax so that they should be as easy to read as if I typed them right up on your uh on uh the website.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][POSITIVE] Yeah that on purpose so it could be easily read.
[AGENT][NEUTRAL] So I'm gonna look at the first form I think which was submitted. Let's see it says the signature is not signed and dated. So let me take a look at that.
[AGENT][NEUTRAL] And I'm gonna place you on a brief hold while I do that, is that OK?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEGATIVE] Does not look like the system is gonna allow me to put you on hold so it looks like it's just stuck.
[AGENT][NEUTRAL] the day to start today.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] It took me 4 times to access this page.
[CUSTOMER][NEUTRAL] Yep kicking me off.
[AGENT][NEUTRAL] Yeah, it seems like it's just um it's something going on because it's just not coming up and
[AGENT][NEGATIVE] It's just so slow.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] It took them almost a whole week to get the doctors to sign it because they were like why are you bringing this in? Why isn't this insurance company electronically doing this because this is what they're supposed to do and I'm like I have no idea.
[AGENT][NEGATIVE] And now I can't even get.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, you know,
[AGENT][NEUTRAL] Well, you know, not everybody is an electronic giant. We're not Blue Cross Blue Shield. We're not Affleck, you know, uh, I don't even know that Affleck does it. I, I filed a claim on myself in [PII] and Affleck was paper, so you know, we're not like, uh, some companies do that, and that's just according to their policies.
[CUSTOMER][NEGATIVE] Yeah, they almost didn't want to actually they didn't want to do it for for 3 days. I had to go back and start hounding them. It's like, come on guys.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I, I fill all this out for you. All you need to do is just a page and a half.
[AGENT][NEUTRAL] Yeah, yeah, yeah, yeah, let's see.
[AGENT][NEUTRAL] Unfortunately, it looks like uh we're having some system issues right now. Um, I did get a good callback number for you. Is it [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, once my system, uh, it's just not allowing me to do anything. Let me, OK, wait a minute, I think I got it. Hold on, I think I got it to do so.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] I apologize. Let's see here.
[CUSTOMER][NEGATIVE] Yeah, because all the ones that were applicable I sent because you got pages on it that are just instructions. I didn't upload those because obviously you don't need those.
[AGENT][NEUTRAL] Yeah, yeah. I mean, it's not a, it, it, it does not look like a problem with anything that was sent other than something was not legible and let's see here. Now I can see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Alright, so on the claim form that you had to fill out, which was entitled the insured statement.
[AGENT][NEUTRAL] The only issue with that is that you did not sign your name and date it, so that's why.
[CUSTOMER][NEUTRAL] OK, what page? What page? Because I can do that right now or can I electronically sign it?
[AGENT][NEUTRAL] Now I, I, no, we don't do any electronic signatures. Everything is paper, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I don't know what page this would be because you omitted pages, so and I don't see any page numbers on it. It's just the very first part of the claim form that you get to for disability and at the top it says insured statement, so it's the very last page it's 3 pages for the insured you didn't sign it. It says at the bottom acknowledge, acknowledgement, your signature is required.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, hold on, looking for it right now that way I can see which.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Because if I do that, I can literally.
[CUSTOMER][NEUTRAL] Go grab the form, sign it, and scan it to you right now.
[AGENT][NEUTRAL] Right, but we still have an issue with the doctor's phone. Let me take a look at it.
[CUSTOMER][NEUTRAL] Yeah, what's wrong with that?
[AGENT][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] OK, I see which one is page 3.
[CUSTOMER][NEUTRAL] That I didn't sign
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, that's oh wait a minute, that's section G that's continuing disability. That's why I didn't sign it. That's why they didn't sign because it's not continuing disability.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] But you still have to sign it. It's the same it's the same form for everybody even when you're doing a continuing disability claim, you're gonna file that same claim and you always have to sign. OK, so let's take a look latest claim form insured statement not signed and dated and the physician claim form first page is eligible.
[CUSTOMER][NEGATIVE] Oh, for crying out loud.
[AGENT][NEUTRAL] Go back and look at that.
[AGENT][NEUTRAL] First page of the physician for.
[AGENT][NEUTRAL] Let's take a look.
[AGENT][NEGATIVE] Oh yes, very, it's it's a very poor, it's a very poor copy. I don't know what happened, but what the physician sent in, it is not legible.
[CUSTOMER][NEUTRAL] Yeah, because page.
[CUSTOMER][NEUTRAL] OK, I'm looking right at the one that they filled out. How can that not be read?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mr. [PII].
[AGENT][NEUTRAL] When things are scanned and faxed, when things are scanned in fact, sometimes that happens. That could be a problem with a fax machine. I don't have the answer to that, but our form, we clearly got the other forms.
[CUSTOMER][NEUTRAL] I'm, yeah, I'm like looking at that.
[CUSTOMER][NEUTRAL] No, no, no, I, I, I, I didn't fax it. I didn't, yeah.
[AGENT][NEGATIVE] But this one is not legible. I don't know why.
[AGENT][NEUTRAL] Not really sure, but it's not it's not legible and if you have it, you just need to submit it again.
[AGENT][NEUTRAL] That's the remedy to it because we can't read it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, talk to our people about this too.
[CUSTOMER][NEUTRAL] Oh my God, I've been out of this for for a month now and I've gotten two surgeries. I started chemo yesterday.
[AGENT][NEUTRAL] So if you have a copy of it, just, just submit it.
[AGENT][NEUTRAL] Well that's all we need and once you get that in she'll be able to process your claim, OK?
[CUSTOMER][NEUTRAL] Yeah, I'm looking at what I sent exactly because I didn't put these through a fax machine because you can't read those these were just electronically scanned so they're like photocopy accurate.
[AGENT][NEGATIVE] Well, there is a poor sina.
[AGENT][NEGATIVE] It's, it, it, it didn't come through. All the other ones came through what we were able to see, so apparently they were all sent, but something happened with this particular page here.
[AGENT][NEUTRAL] OK, and I've had that happen to me personally scanning stuff on my own personal scanner, all pages scanned and something wacky happens with one that's just technology but as again if you have a copy of this, you just need to send it to us again along with the sign and dated form.
[AGENT][NEUTRAL] That you needed to sign.
[CUSTOMER][NEUTRAL] OK, the sign and dated form that says page 3 on here, OK, that's the it's section G continuing disability and that part wasn't done.
[CUSTOMER][NEUTRAL] So are you telling me I have to sign myself big deal, but I have to go find the doctor and have him sign this again?
[CUSTOMER][NEUTRAL] Because it's a section that work.
[AGENT][NEUTRAL] That's not for the, that's not the doctor's signature. That's your signature.
[CUSTOMER][NEUTRAL] OK, you just need my just mine. OK, I wanna be sure on that because otherwise we're talking days more on top of the days we're on, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, it, it says, it says acknowledgement. It says, and it's talking to you, acknowledgement. Your signature is required for benefit consideration. It's talking to you. You need to sign and date. This is not the physician's form.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right, right, yeah, like I said, it, OK, that I can, OK, that I can do like I said, it's in section G. It says continuing disability. That's why I didn't sign it, but because it's not a continuing, it's because it's a first. But yeah, I can sign it send that real quick. I'll send the other one and.
[CUSTOMER][NEUTRAL] Uh, can free this damn thing unbelievable.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Uh, how long is this gonna take? Because like I said, we're going on a month now since I've been out of work.
[AGENT][NEUTRAL] Well, as soon as you get this information in, it's in line for processing and our processing guidelines is up to 15 days excluding holidays and weekends, but it generally does not take that long, OK? So the sooner you get it in, the better it'll be.
[CUSTOMER][NEUTRAL] OK, am I gonna get back pay for this?
[AGENT][NEUTRAL] You will be paid according to the initial disability date. So whatever your initial disability date was.
[CUSTOMER][NEUTRAL] OK, that's yeah, yeah, OK, OK.
[AGENT][POSITIVE] Everything will be paid accordingly, OK? Yes, sir. All right. OK, anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yep, that's that's what I'm asking about that is what I'm asking about.
[CUSTOMER][NEUTRAL] Not now. I'm just, I mean.
[CUSTOMER][NEUTRAL] Send this up right now.
[AGENT][NEUTRAL] OK, thank you for calling APL.
[CUSTOMER][NEUTRAL] So just send it up on the on the upload forms on just use your website.
[AGENT][NEUTRAL] Yes, if you have an online service in our account, you can upload that information there, that is correct.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, OK, I'm gonna do that, thank you.
[AGENT][POSITIVE] Alright, thank you for calling ATL Mr. [PII]. Have a great day and stay safe bye bye.
[CUSTOMER][NEUTRAL] Yeah.