AccountId: 011433970860
ContactId: b448b896-3383-4f80-a0e4-9dcf05032724
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 786729 ms
Total Talk Time (AGENT): 247415 ms
Total Talk Time (CUSTOMER): 401557 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/b448b896-3383-4f80-a0e4-9dcf05032724_20250219T17:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], um, my name is [PII]. I have a policy number if you need to pull that up or a reference number.
[AGENT][NEUTRAL] Yes, sir, if you've got that policy number please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Excuse me. It's uh 024.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 662-1.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 69.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII], what is your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII] and current mailing address is [PII].
[AGENT][NEUTRAL] All right, thank you, sir. And what is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] And I have got your policy pulled up, Mr. [PII] for your disability. How can I help you today?
[CUSTOMER][NEGATIVE] So yes, I'm calling uh because I received a letter here recently that states that um they were gonna be closing the case um because I've been released back to work. I haven't been released back to work.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In fact, I go, I go see the doctor the [PII] of this month, um, where I more than likely will be released, but I haven't been released yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just checking to see.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] If we've received paperwork.
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEUTRAL] I uh I have just so you know, I recently did the continuing disability claim form, the electronic one on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 2425.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's take a look at that.
[AGENT][NEUTRAL] Was your original return to work day [PII]?
[CUSTOMER][NEUTRAL] No, [PII]?
[CUSTOMER][NEUTRAL] No, that was um.
[CUSTOMER][NEGATIVE] Actually, I don't even know where you guys got that date because my follow up in December was [PII] or [PII]. It's one of those two days, um, at which time they continued to put me off for more therapy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was and I'll tell you right now to look at the calendar.
[CUSTOMER][NEUTRAL] I saw him on the [PII].
[CUSTOMER][NEUTRAL] And then he put me off basically until [PII] uh for continued PT.
[CUSTOMER][NEUTRAL] Physical therapy and that's kind of the last. But I'm expected to see him.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Like I said, on the [PII], or excuse me, the [PII] of this month.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] At which time I'm pretty sure he's gonna be.
[CUSTOMER][NEUTRAL] Uh, releasing me back to full duty or at least uh light duty for now.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] I'm just checking a couple of things for you. Bear with me just one second. I'm trying to find the physician form.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] That had the original return to work date on it.
[CUSTOMER][NEUTRAL] Oh, OK. Now that may be where there may there may have been an issue. So back in December when he saw me, um, they made, they couldn't give me an exact follow up date because according to the secretary, his schedule had not been opened yet and that actually took a while um but I do have a recent um.
[CUSTOMER][POSITIVE] Form that he issued me because I needed it for work as well um and he reissued me well with that date reflecting [PII] if you guys need that I can send you that.
[AGENT][NEUTRAL] That's it. Now, is, was that part of the disability the physician statement completed?
[CUSTOMER][NEGATIVE] The physician's statement was completed a while ago, yes, that was completed. And then nothing's, nothing's changed. It's been the same injury this whole time. Um, and like I said, every 6 weeks or so, he, he gives me a physician's note, basically stating that I'm continuing to be off. Um, and like I said, in December, I know we had that little issue because they were not, they were not able to schedule me.
[CUSTOMER][NEUTRAL] For [PII] due to schedule not being open and then I recently got it probably in the end of January or somewhere on there um that reflects the actual date so that may have been the issue. I can like I said, I can forward you a copy of that.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Uh, via email so they can have it.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Along with the uh form for my work that states I'm still up.
[CUSTOMER][NEUTRAL] But it's funny because normally you guys have sent me the uh agreement, the continuing disability claim form, and I usually fill it out and that usually is all I have to do because I'm looking at my records and I haven't.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At least you guys haven't requested anything like that the uh other.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So that's what I was kind of like, I don't understand what I, what they need now.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] But I can, I can give you that form if you need it.
[AGENT][NEUTRAL] Yeah we're gonna need something showing that you return to work.
[CUSTOMER][NEUTRAL] I'm still on
[AGENT][NEUTRAL] Yeah, that you're still on. Now, they may request the physician form be completed.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Portion of your
[CUSTOMER][NEUTRAL] Like the original one?
[AGENT][NEUTRAL] Yeah, you know, when the with the disability claim form there's your portion and then there's a physician portion and then an employer portion.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] So they may need that.
[AGENT][NEUTRAL] Position form completed showing.
[AGENT][NEUTRAL] That's what I'm still trying to.
[CUSTOMER][NEUTRAL] I was gonna say yeah because.
[CUSTOMER][NEUTRAL] I have, I have a copy, well, yeah, I have a copy of all my continuing continuing education, continuing disability form that that you guys have sent me periodically and I don't have, they don't, they never requested that part of it because I did that initially, so, um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I'm pretty close, but.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] You have an you have an online account on our portal?
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] I believe I do. I don't use it very often, but I believe I do.
[AGENT][NEUTRAL] So if you could and you don't have to go to the portal to locate the claim form um but if you sign on to our online service center under the claim forms.
[AGENT][NEUTRAL] Well, it doesn't show you do. OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I was gonna say it's usually been that form that continuing disability form that I do and then that's.
[CUSTOMER][NEUTRAL] That's usually, yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So what I would suggest to get that position form, do you have Internet access or would you like for me to email you a copy?
[CUSTOMER][NEUTRAL] Do you
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Can the physicians form you're talking about the one he originally filled out?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, so if you go to see [PII] under the claims and forms section and just go to the short term disability claim form.
[AGENT][NEUTRAL] The physician's portion is in that original.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Short term disability claim form.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In fact, it's page.
[AGENT][NEUTRAL] 6 and 7.
[CUSTOMER][NEUTRAL] OK, because he needs to fill it out or I fill it out?
[AGENT][NEUTRAL] That is for the doctor to complete.
[AGENT][NEUTRAL] And that will show us, yeah, if you're not going to him until.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, is there any way that I can just maybe send you like I said, I can send you his position.
[CUSTOMER][NEGATIVE] The one physician for me he gave me last basically put me off or continuing to put me off until the [PII] of this month and then.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That should cover because essentially it's just his form reiterating that yes, he is still off on the same injury, that's changed kind of thing.
[AGENT][NEUTRAL] Yeah, and if you do you have access to a fax machine?
[CUSTOMER][NEUTRAL] I, I mean, I, I at home at Office Depot I can't, I don't have one here in the house.
[AGENT][NEUTRAL] Well, the
[AGENT][NEUTRAL] Now our email is not secure. We do want to protect your personal health information. That's why we don't accept claim information via email.
[AGENT][NEUTRAL] Um, but if you want to.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] If you can, I don't know if you can go to like.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I have your um I I I guess it's an email it's your customer's uh customer claims department where I've sent info before. In fact, I'm looking at it right now.
[CUSTOMER][NEUTRAL] Um, I sent you forms before on that particular one. I can respond to that if, if it's one of those, you know, comes to 11 location they look it up by.
[AGENT][NEUTRAL] Is
[CUSTOMER][NEUTRAL] My number or by policy number I can send it to there.
[AGENT][NEUTRAL] Is it to [PII]?
[CUSTOMER][NEUTRAL] It is, let's see.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It goes to claim service department via [PII] it's it's at.
[CUSTOMER][NEUTRAL] [PII], it's that [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] That's one that I have and then.
[CUSTOMER][NEUTRAL] The other one.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] For APM you guys are under ERB.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I have you as I sent it to ERB before.
[CUSTOMER][NEUTRAL] I don't know if that would work.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] Uh, no, it's just employer retention.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] So in fact what we are needing is something showing that you were still out on disability to continue that and we will need that from the physician.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Correct. So I have that form. Who can I send it to? Do, does it have to, it has to be faxed, I take it?
[AGENT][NEUTRAL] Yes sir, we would prefer it to be fax, uh, simply because we would prefer to protect your information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure thing, what's what fax number would I send it to?
[AGENT][NEUTRAL] To 1800 I'm sorry [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] so let me just repeat it quick for you it is gonna be.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's correct. And on that fax, if you will put your policy number that you gave me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then make sure your name is on there and you just uh might wanna say updated return to work.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Information
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Updated
[CUSTOMER][NEUTRAL] Re
[CUSTOMER][NEUTRAL] OK, and attention anybody in particular or?
[AGENT][NEUTRAL] That will come straight to our claims department.
[CUSTOMER][NEUTRAL] That'll come straight to your claims department. OK, I'll do that today.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] All right, and then they'll review that again they may request that position statement completed.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] But send that in and see if they can use that to update the return to work information see if they can release more benefits to you.
[CUSTOMER][POSITIVE] OK, I'll do that. Thank you so much.
[AGENT][POSITIVE] It's been such a pleasure to assist you. Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] No, not right now. Thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day. I hope you get to feeling better.
[CUSTOMER][POSITIVE] Oh, thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.