AccountId: 011433970860
ContactId: a79bb706-4783-4329-a42c-04e6b8dad976
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 594340 ms
Total Talk Time (AGENT): 201965 ms
Total Talk Time (CUSTOMER): 321489 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/a79bb706-4783-4329-a42c-04e6b8dad976_20250129T20:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got Miss [PII] on the phone. Her policy number is 1245023.
[CUSTOMER][NEUTRAL] She is calling because she just sent in some claims paperwork.
[CUSTOMER][NEUTRAL] I wasn't gonna transfer her but then she told me that she has to go to the doctor tomorrow so if there's anything missing on her claim she'd like to be able to get it tomorrow because she's homebound with no weight on her leg and she can't drive or anything so like this is her one shot to be able to.
[CUSTOMER][NEUTRAL] Get anything that she may need if not everything was sent in for her claim that she sent in on the [PII].
[CUSTOMER][NEUTRAL] It looks like it's in progress.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me one moment to get that pulled up.
[CUSTOMER][POSITIVE] Yes, and the number she's calling from is a good call back number if we get dropped.
[AGENT][NEUTRAL] OK, and this is for the claim received on the [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, OK, you can send her over.
[CUSTOMER][POSITIVE] OK, she's super sweet. You're gonna like her. Bye-bye.
[AGENT][POSITIVE] OK. Thanks, bye.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII]. Um, I filed a short term disability claim and I need to make sure there's not anything else you guys need before I go to the doctor tomorrow. Um, I am basically completely housebound except for doctor's visit.
[CUSTOMER][NEUTRAL] Oh, yeah, and those are few and far between. Um, I'm hoping they take the stitches out tomorrow, but.
[AGENT][NEUTRAL] Understood.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] That opens up a whole new can of worms about.
[CUSTOMER][NEUTRAL] Uh, moving at all, but I, I am no weight bearing on my right leg right now.
[AGENT][NEUTRAL] Got it.
[AGENT][POSITIVE] OK, sure, so I can help you with that.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And this is um let's see, I see we received the claim on the [PII] of this month that's what you're inquiring about, right?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, just give me a moment to take a look through the information we have on file.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yep, it looks like all parts of the claim form we have your portion.
[AGENT][NEUTRAL] The employer's portion and the attending physician.
[AGENT][NEUTRAL] Just look to see if everything's checked off.
[AGENT][NEUTRAL] On that, on the attending physician's form.
[AGENT][NEUTRAL] Yeah, from what I can see um at first glance we have your full um claim file your each portion of the claim form now.
[AGENT][NEUTRAL] I cannot guarantee that once this claim is being processed and if it's a little detail that's missing, that is a possibility, but
[AGENT][NEUTRAL] I do see that we have the physician's claim form, um, and that, that's what will be in question, right? Because you're going to the doctor tomorrow.
[AGENT][NEUTRAL] So yeah, from what I can see, I don't show um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't see where there would be additional information needed from your doctor.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Um, well, one of the, the reasons that I'm calling and bothering you guys and forgive me for that, but um.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] There I had had a claim that was actually rejected back in.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] On having the MRI done on the foot.
[CUSTOMER][NEGATIVE] And it was some kind of a number y'all needed or something that I, I, but nobody notified me.
[CUSTOMER][NEUTRAL] I got and so I'm assuming that is a postal service issue, so.
[CUSTOMER][NEUTRAL] I was making sure y'all got what you needed and.
[CUSTOMER][NEGATIVE] Trying to troubleshoot.
[AGENT][NEUTRAL] Understood.
[CUSTOMER][NEGATIVE] Um, I don't have a whole lot of faith after that that my paperwork is gonna get to you guys.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Because y'all didn't get to me because.
[CUSTOMER][NEUTRAL] I'm still trying to to get to where I can get into the office.
[CUSTOMER][NEUTRAL] Through the little narrow channel to get to the claim form for that but um.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] You know, to appeal that, but I'm just trying to make sure that I don't end up in the same situation again where I don't know that there's been a, a hiccup.
[AGENT][NEUTRAL] Got it. Understood. Uh, do you have access to our website?
[CUSTOMER][NEUTRAL] That has
[CUSTOMER][NEUTRAL] Uh, on and off,
[AGENT][NEUTRAL] OK, yeah, because.
[CUSTOMER][NEUTRAL] Matter of fact, the internet just came back up. I mean, literally.
[CUSTOMER][NEUTRAL] It went off at [PII] this morning and just came back up.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, that's just another um avenue where you can check the, the status of it or um.
[CUSTOMER][NEUTRAL] But do I know how to use it?
[AGENT][POSITIVE] You know, keep an eye on things, but if, if it, if it's more uh comforting to give us a call to follow up um we're here to help you can give us a call uh if you have any questions about your claim or just to confirm that we've received it, that's absolutely no problem.
[CUSTOMER][NEUTRAL] OK, like I said, it's just trying to make sure you don't need nothing because I can't guarantee that something mailed will get to me.
[CUSTOMER][NEGATIVE] And that is frustrating me.
[AGENT][NEUTRAL] Understood.
[AGENT][NEUTRAL] Yeah, and verify your mailing address. I just want to be sure we have.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yep, that's what we have on file, uh, so it.
[AGENT][NEUTRAL] Yeah, it should get to you um.
[AGENT][NEUTRAL] But yeah, from what I can see here, we do have each portion of the claim form and that is the first step of um reducing the chances of us needing to request additional information. So it, from what I can see, it looks like you are good to go.
[CUSTOMER][NEUTRAL] OK. Um, the one thing that, that I didn't know an answer for was how much you have withheld.
[CUSTOMER][NEUTRAL] Um, I want 20% withheld of whatever the proceeds might be because I don't want a huge tax bill at the end of the year, but I have no idea how much 20% would be.
[CUSTOMER][NEUTRAL] Does that make any sense?
[AGENT][NEUTRAL] It does. And that, um, that will be calculated once the claim is processed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alrighty well thank you much.
[CUSTOMER][NEUTRAL] Um, like I said, I'm literally just trying to make sure that I have everything covered that I can possibly cover.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Because I get out one day a week.
[CUSTOMER][NEUTRAL] I should let me rephrase that one afternoon a week to go see the doctor.
[AGENT][POSITIVE] I definitely understand.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] If I'm gonna get it done, it's got to be while I'm at the doctor's office.
[AGENT][NEUTRAL] Got it
[AGENT][NEUTRAL] Understood.
[CUSTOMER][NEUTRAL] Yeah, they decided, you know, naturally since I'm, you know, down to the count right now, um, my husband is working 10 hours a week, uh, 10 hour days now.
[AGENT][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] So even my feet are at work until [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah, uh, that, uh, we've got a running joke right now that he's my feet.
[CUSTOMER][NEUTRAL] Yeah, because uh.
[CUSTOMER][NEUTRAL] I only got one.
[CUSTOMER][NEUTRAL] And a buggy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Anyhow,
[CUSTOMER][POSITIVE] Thank you so much for your help. I appreciate you. I'm sorry to keep you so long.
[AGENT][NEUTRAL] OK.
[AGENT][MIXED] No problem, Ms. [PII]. No, that's OK, and I wish you a speedy recovery and get back on both of those feet.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] hoping and praying that I make the next step this week and he starts telling me I can put a little bit of weight on it because it is really hard to do silly little things like get up from the, from a chair or in the ladies' room.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] When you can't even put your foot down.
[AGENT][NEUTRAL] Yeah, I could imagine.
[CUSTOMER][NEUTRAL] I really think I should have, uh, if I really wish I would have known this ahead of time, this part of it, you know, this, I knew the non-weight bearing, but it, I didn't realize what it was gonna consist of, you know, because I really should have started working out a month beforehand.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I'm working on muscles that I didn't know I had.
[AGENT][NEUTRAL] Yeah, but you know, hindsight is always 2020.
[CUSTOMER][NEUTRAL] You know, like the
[CUSTOMER][NEUTRAL] Learning
[CUSTOMER][POSITIVE] You have a blessed day, girlfriend. I appreciate you and um.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] OK, thanks for calling ATL you have a great day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thanks bye bye.