AccountId: 011433970860
ContactId: a4a9c906-938a-403a-857b-0dcc7249d2f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 616859 ms
Total Talk Time (AGENT): 154311 ms
Total Talk Time (CUSTOMER): 187626 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/a4a9c906-938a-403a-857b-0dcc7249d2f7_20250422T16:12_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I, my name is [PII]. Um, I'm currently on medical leave from work and needing to file my next paperwork with you guys, and I just need to know.
[CUSTOMER][NEUTRAL] How much of this form do I file?
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, the policy number.
[AGENT][NEUTRAL] Let me check. Mhm.
[CUSTOMER][NEUTRAL] Is 1245023.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment. Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And for security, may I have your date of birth, mailing address, and email address on file for security, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII], [PII] and [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, that's all correct. Thank you. OK, so you're looking at a claim form. Let me go ahead and pull the my copy so we can just look at it together. um, let's see.
[AGENT][NEUTRAL] This is just a regularity.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEGATIVE] I was supposed to have been able to return to work but had complications, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, when I first filed, they said.
[CUSTOMER][NEUTRAL] That the employer part would be done at the very beginning and once I returned to work. My question is, I'm not returning to work until [PII]. Do I need to send the, do I need to go and have the employee employ your part done or is that still due on the last one?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it's gonna be the physician, the physician part of it, and, um, let's see.
[AGENT][NEUTRAL] Let me double check on your, gotcha. Yes, I understand. OK. Let me check with the examiner. I know the physician part is the one that we need. Let me see if we need any other parts of that claim, OK? So let me get the examiner on the line to see that, OK? One moment.
[CUSTOMER][NEUTRAL] I just wanna make sure I send it all to you baby.
[CUSTOMER][NEGATIVE] You are on hold.
[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] Be patient for you, Mr. [PII].
[AGENT][NEUTRAL] OK. So you have not returned it back to work and you were put back in disability by your doctor, correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Ma'am, I didn't understand the question that broke up.
[AGENT][NEUTRAL] Oh, I'm so sorry. So basically, you went to the doctor and he just extended the disability, so you, you did not go back to work. OK. So if that's the case, we're gonna need your portion and the doctor's portion. So the first documents, which is the statement of insured and then the physician's statement.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, got that. Um, making sure that I got exactly what you need.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, I can finish therapy and get straight back in this thing and go back to work. But right now,
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The wolves are at the door, you know, bills are due every single month. It's the craziest thing.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And when you're planning to be off 3 months you save for 3 months.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You know, all time and, and, and, and, and, and, and, and um I've been there already.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That was, uh, I was only planning on being off until
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] About the [PII].
[AGENT][NEUTRAL] Yeah, oh boy, yeah, that was a long day.
[CUSTOMER][POSITIVE] So I wanna make sure you guys get everything.
[CUSTOMER][NEUTRAL] Yeah, well, um, I had a wound on top of my incision.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] Which slowed down everything.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And in the process of that in uh in the process of that.
[CUSTOMER][NEGATIVE] Um, everything got weaker.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEGATIVE] Not using it for an extra month.
[CUSTOMER][NEGATIVE] My leg got really weak. My whole leg. The ankle and the whole leg.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That's what I'm doing this therapy trying to get this puppy back and trying to get me back to work and trying to pay.
[CUSTOMER][NEUTRAL] You know, keep the lights on until, until that happens, girlfriend. You know how it goes.
[AGENT][NEUTRAL] Mm. Yeah.
[AGENT][NEGATIVE] Yeah, I understand that happened to me and it's like when you're not ready that you have like everything set, you're like, OK, it's only gonna be 3 weeks. And then they tell you, oh, something went wrong and you need to wait and then you're like, what do you need? I need to go back to work.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And you're looking at your checkbook and it's going down and down and down. I still use the register and that is the biggest incentive.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is the bottom line there, you know?
[AGENT][NEUTRAL] Yeah, yeah, I understand that happened to me, trust me, and I was like, oh no.
[CUSTOMER][NEUTRAL] Oh Lord.
[CUSTOMER][NEUTRAL] Oh girl.
[AGENT][NEGATIVE] Yeah, yeah, but yeah, it's not.
[CUSTOMER][NEUTRAL] So that's why I'm calling to make sure I get you all the paperwork you need.
[AGENT][NEUTRAL] Got you, but yes, as long as we're OK, but yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] We'll make this work.
[CUSTOMER][NEUTRAL] OK, well I have it.
[CUSTOMER][POSITIVE] I filled it out last night and I have it in the mail today. Thank you, dear.
[AGENT][POSITIVE] OK, that would be perfect. You're welcome. Is there anything else I may help you today? No?
[CUSTOMER][POSITIVE] No ma'am, you've been amazing as usual thank you my dear.
[AGENT][POSITIVE] You're welcome and have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You too hon bye bye.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.