AccountId: 011433970860
ContactId: b6b75d90-892e-4bcc-9ed2-ba51fa153df1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1434459 ms
Total Talk Time (AGENT): 431867 ms
Total Talk Time (CUSTOMER): 437980 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/b6b75d90-892e-4bcc-9ed2-ba51fa153df1_20250319T13:44_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] Hi [PII], I'm gonna give you my social so well my see whatever that number is, uh, my policy number and I need you to tell me what the status of my claim is.
[AGENT][NEUTRAL] Sure, I can help you with your claim status. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, trying to find it now.
[AGENT][POSITIVE] Oh, take your time.
[CUSTOMER][NEUTRAL] Let's see, route and tracking, that's not it. Well, I'll just give you my social [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] On you guys' website and I'm not seeing anything but a whole bunch of OCC OCS OCC number OSC numbers and stuff received that you all have.
[AGENT][NEUTRAL] Oh, you're under claims.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, I don't see any
[AGENT][NEUTRAL] Are you on the plane?
[CUSTOMER][NEUTRAL] Yeah, you need to
[AGENT][NEUTRAL] You, you will have to click a claim to see the policy number there.
[CUSTOMER][NEUTRAL] Ah, OK.
[AGENT][NEUTRAL] But I have it up here. Which um policy is it for?
[CUSTOMER][NEUTRAL] The short term disability?
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] See, the only thing different is they got a whole bunch of zeros where it says amount paid. That's the only thing that see different about this site itself.
[AGENT][NEUTRAL] OK, so I have you here and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, [PII]. Date of birth, [PII], wait, hold on [PII] is my birthday. Email is [PII], yeah.
[CUSTOMER][NEUTRAL] My mail is [PII]. What was the last thing you said you needed?
[AGENT][NEUTRAL] Your email.
[CUSTOMER][NEUTRAL] Um, it's probably the least of God 131 or the expression beautiful.
[AGENT][POSITIVE] Yes, [PII]. Thank you and thank you for verifying your information. And so let me take a look at the claims.
[CUSTOMER][NEGATIVE] I think we're gonna run into a snag y'all have all documentation except for one, and I tried to send it to the employer. I don't know what they got going on, but they're saying something is encrypted and they can't open the file or something.
[CUSTOMER][NEGATIVE] So I put in the paper that I had reached out to them on several occasions and they weren't being compliant.
[AGENT][NEUTRAL] OK, wait, wait.
[AGENT][NEUTRAL] The employer?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It only hold up at this point.
[CUSTOMER][NEUTRAL] Because I got all my stuff in. I couldn't get it to upload document wise except for one or two things, so I snail mailed it to you guys so now you'll have everything on my end as far as my.
[AGENT][NEUTRAL] Yeah, we have a few things here. It's a, um, let me see, hold on one second, I'm going to your documents.
[AGENT][NEUTRAL] Yeah, and these all came in on the [PII] yeah let's see what they.
[AGENT][NEUTRAL] You want me to just confirm to you what they are?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so they all came in on [PII].
[AGENT][NEUTRAL] And let me see what this is.
[AGENT][NEUTRAL] OK, so this is your portion.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The statement of insured. So this first one I clicked on, hold on one second.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] OK, this one has 10 pages, so this probably has the bulk of it.
[AGENT][NEUTRAL] That one just had that one.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEGATIVE] OK, yeah. This is all of them. Hold on one second. Wait, but this is just blank.
[CUSTOMER][NEUTRAL] Oh, pro but something got sent by accident. I was just trying to see if it my computer had the ability to send out whatever, so that might have been test, uh, test pages to see if I could actually get it to your end, yeah, but got it to her, she said she wasn't able to see it to call back the next day and it's right back to the drawing board again, but you guys have everything now because I mailed it in.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] It's working.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Everything except for the employers' piece and I don't know how to get a hold of them. I'm hoping there's somebody that I could speak to on your end maybe to see if they can directly send them something or whatever. I have proof that I have communicated with them back and forth through email and they messaged me back saying, uh, we don't have the ability to open the file. It might be the file type and I turn around and send it another way.
[CUSTOMER][NEUTRAL] Um, I think I've seen it maybe 3 or 4 different ways, different file types.
[AGENT][NEUTRAL] OK, wait, wait, wait, hold on, of the, of these, um, because I'm looking at these documents.
[AGENT][NEUTRAL] Do you have the 2nd page? Hold on, let me pull up the claim form cause I don't want you to have to keep going through the back and forth.
[CUSTOMER][NEUTRAL] Yeah, the only thing missing is the thing from the employer.
[AGENT][NEUTRAL] Well, hold on, let me take a look at the, the claim form itself.
[AGENT][NEUTRAL] Can you send in page 3?
[CUSTOMER][NEUTRAL] Uh sitting in everything physically everything whole packet.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] OK, so maybe what's coming in the mail has what I'm asking for, but from the documents that you're asking me to look at, there's page 2 twice, which means page 3, which your signature is not, we don't have it and they can deny your claim. So I'm asking, is there a way you can send page 3 because we have page 2 twice.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Weird, uh, was that, was that digitally uploaded or are you talking about physical paper?
[AGENT][NEUTRAL] This one here is, it came through on the online service center.
[CUSTOMER][NEUTRAL] Oh no, no, no, everything's coming in paper, paper, so that, uh, whatever, whatever the last one that that you guys received the one through mail is the one that has everything inside of it with signatures and all that stuff. The only thing you're missing.
[AGENT][NEUTRAL] OK, well, they may be, um, they may be uploading those now, so.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, because I see something came in on the [PII], but where your documents are is not here yet, so they're probably uploading it so we can see it and then we'll be able to let you know everything's here for sure.
[CUSTOMER][NEUTRAL] Got you. How long does that take? Do you have any idea like time bracket wise?
[AGENT][NEUTRAL] I don't, um, because, see, when it's electronic, it happens automatically, but they're actually, is it the same 10 pages? How, how was it the same sent in?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, well, it was more than what was what you have on the access to.
[AGENT][NEUTRAL] Digital
[CUSTOMER][NEUTRAL] It was everything. The whole packet is mail being mailed, so you got.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The pro in the process of scanning each one in probably is there.
[AGENT][NEUTRAL] Yeah, that's probably what's happening.
[CUSTOMER][NEUTRAL] OK, is there a way I can speak to somebody and request that they reach out to the employer because I have attended on several occasions have been unsuccessful. I'm figuring if they get something directly from you guys then they will actually respond.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Other than sending me an email saying oh we can't oh it must be something encrypted in the file that's not not a.
[AGENT][NEUTRAL] Right, an excuse.
[CUSTOMER][NEGATIVE] Right, somebody's just being lazy.
[AGENT][POSITIVE] Exactly when you're trying to get your your um funds.
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][NEUTRAL] I understand. Um, let me check with claims to see if there's a way we can, do you have like a fax number? Do you, well, actually I can't. Do you have a fax number or something for them?
[CUSTOMER][NEUTRAL] But I can Google it real quick. It's Megaforce in [PII]. Just a moment, let me look it up.
[AGENT][NEUTRAL] Hold on, I can do it too. What's it called?
[CUSTOMER][NEUTRAL] Megaforce, M E G A F O R C E.
[CUSTOMER][NEUTRAL] In [PII] is at [PII].
[AGENT][NEUTRAL] Mega.
[AGENT][NEUTRAL] 2511, here it is.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And the emails they sent back to me, um, they said, um, we can't open the file. I don't know what kind of software y'all got because I can open it just fine, but I had.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Does this mean fas? What is this icon?
[AGENT][NEUTRAL] I'm assuming this is fax because the other one has a phone next to like a phone next to it, so I'll send it here.
[AGENT][NEUTRAL] And it's for short term disability, yeah.
[CUSTOMER][POSITIVE] That will help me out greatly then I can call and say hey you got it now?
[AGENT][POSITIVE] And they don't have to worry about downloading it.
[CUSTOMER][NEGATIVE] Is that, is that one encrypted? I've been without pay for two months here. It's been very hard, you know that.
[AGENT][NEUTRAL] No, no, this is the actual I'm sending the actual, I'm faxing the form to them. It will be the actual documents.
[CUSTOMER][POSITIVE] OK, great, great, great, that is helping me out greatly, you have no idea.
[AGENT][NEUTRAL] Yes, I do. I was on, yeah, I understand bills still pile up.
[CUSTOMER][NEUTRAL] I've been running this
[CUSTOMER][NEGATIVE] Yes, yes, yes, they do, and Duke Energy don't care if you don't got the money right now. You better get.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] They told me one time to ask somebody. I said, what?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Don't you think I would have done that?
[CUSTOMER][NEUTRAL] Yeah, we we can refer you to.
[CUSTOMER][POSITIVE] Have agencies we can refer you to. I said I called all 7 they out of fun.
[AGENT][NEUTRAL] It's uh
[AGENT][NEUTRAL] OK, so I'm gonna put attention.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] L
[AGENT][NEUTRAL] Because I don't know where this fax is going to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold um.
[AGENT][NEUTRAL] So when you were trying to contact them, like what department was that? I could put the department name.
[CUSTOMER][NEUTRAL] Um, just a moment, I know the lady's name, but email me back a second, it's just.
[AGENT][NEUTRAL] OK, let's send it to her.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEGATIVE] I'm gonna type in megaforce to minimize my search. My brain's not working good this morning.
[AGENT][NEUTRAL] Mine doesn't either, honestly.
[CUSTOMER][NEUTRAL] [PII] is her name.
[AGENT][NEUTRAL] OK, with a [PII]
[CUSTOMER][NEUTRAL] Uh [PII], no [PII]
[AGENT][NEUTRAL] OK, attention [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then what was the fax number? Hold on, let me go back.
[CUSTOMER][NEGATIVE] [PII]his I still cannot open the document. The doctor's notes are in this email, but I'm unable to print anything.
[CUSTOMER][NEUTRAL] So she said she couldn't open it to print it out, to fill it out what she's saying in this email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And then I send that, send another way and she says sorry for the delay, but I, it won't let me open.
[CUSTOMER][NEUTRAL] That was on the, the
[AGENT][NEUTRAL] 919-776.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And then she gave her, oh wait, here's fax number here's fax number. I said I'm not sure what else to do. Do you have fax number? I can try to send it that way, yes, OK, so that fax number is [PII].
[CUSTOMER][POSITIVE] [PII] is perfect that's her.
[AGENT][POSITIVE] OK, good. That's exactly where I just sent it.
[CUSTOMER][POSITIVE] Great, great, great.
[AGENT][NEUTRAL] I was like, what is that little I can, I guess that's a fax machine because the other one was a phone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'm just waiting for the confirmation and let me know it's sent successfully so we know it's good.
[CUSTOMER][POSITIVE] Great, very great.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] So that way we can get this done and we can.
[CUSTOMER][POSITIVE] It's good. I need it like I need air to breathe right now.
[AGENT][POSITIVE] Handle the business, exactly.
[CUSTOMER][NEUTRAL] Get some of these bills off of my neck.
[AGENT][NEGATIVE] I was in a um I'm waiting for the thing to come through, but I was in a bad car accident. Two cars hit me head on. The engine dropped down in the car, broke my leg, shattered my ankle. I had to learn how to walk all over again. I have um plates and screws in my leg and a rod, and I have that disability, it kept me through and I have a little one. I don't know if you have children, but that's a whole another type of pressure. Oh well, yeah, you know.
[CUSTOMER][NEUTRAL] Oh God.
[CUSTOMER][NEUTRAL] Oh my God
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's like, I, I understand exactly where you are. That's why I'm like, OK, let me find the number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm waiting for it.
[CUSTOMER][NEUTRAL] Yeah, you know
[CUSTOMER][NEUTRAL] Yeah, you, you sound like you're very young. When you get some age on you, all the replacements and pins and rods when you get older, the weather that you know about it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, arthritis
[AGENT][NEUTRAL] Oh, I don't have to wait. I know what they call me the.
[AGENT][NEUTRAL] They call me the bionic woman because every time it starts like getting rainy or something, I'm like, oh my gosh, my, I'm just achy.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yep, yep, yep.
[CUSTOMER][NEUTRAL] That'll do it, yeah.
[AGENT][NEUTRAL] But you know what, I had a C-section with my little one and my C-section cut is like that too, still, and she's 9.
[CUSTOMER][POSITIVE] Wow, OK.
[AGENT][NEUTRAL] My aunt said she's like that and my cousin's almost [PII].
[CUSTOMER][NEUTRAL] Oh my
[CUSTOMER][NEUTRAL] Goodness gracious, I'm glad they never get no Cesareans. I hear they're rough, bro.
[AGENT][NEUTRAL] I'm glad you didn't either.
[CUSTOMER][NEGATIVE] Yeah that rough r is slow recovery time.
[AGENT][NEGATIVE] Oh my gosh, it's terrible. They need to just give you a couple of months off for that. They need to give you a couple of months off anyway.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I mean they should because I mean the, the, the abdomen wall has been sliced through, that's muscle, so it's like, well.
[CUSTOMER][NEUTRAL] Like, oh, OK.
[CUSTOMER][NEUTRAL] All the fatty stuff, all the fatty tissues and everything. Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And enough support you can wrap around your waist to save you getting walking normal again with that. Lord have [PII].
[AGENT][NEUTRAL] Lord, right.
[CUSTOMER][NEUTRAL] How much your baby weigh?
[AGENT][NEUTRAL] She was 5 pounds 15 ounces.
[CUSTOMER][POSITIVE] Oh yeah, good size baby. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] That was hard. I'm still waiting for the um confirmation. I just want, I just want you to know it's sent, so I don't wanna.
[AGENT][NEUTRAL] Get off the phone yeah.
[CUSTOMER][NEUTRAL] OK, that's fine, that's fine.
[CUSTOMER][POSITIVE] This is very, very helpful. Lord have [PII]. I just
[CUSTOMER][NEUTRAL] They didn't get it in hand so they can stop drinking coffee and watching YouTube videos and actually fill it out and send it back that way.
[AGENT][NEUTRAL] Yes, because this is just another thing to do to them and you got kids to feed.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I'd be so frustrated. Everything gets scanned in that I just mailed in and then we'll wait for that one paper for them.
[AGENT][NEUTRAL] Let me see. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] That's fine, that's fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes, I'm still here.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. I still haven't got the confirmation, so I'm just gonna send it again.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] And if you um
[AGENT][NEUTRAL] If you like,
[AGENT][NEUTRAL] Cause I don't know what you have to do today. I don't wanna hold you. But if you like, I can just uh let you know when it, like, give you a call back and let you know it's sent, but I wanna send this one while we're on the phone though. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because it usually
[AGENT][NEUTRAL] Doesn't take this long.
[AGENT][NEUTRAL] OK, no, that's not it. I was just making sure that's not the same thing, OK.
[AGENT][NEUTRAL] Let's try this again.
[AGENT][NEUTRAL] And her name was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What was it? 919.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'll put a one in front of it this time just to be sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment for me, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[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][NEUTRAL] OK, hello [PII].
[CUSTOMER][NEUTRAL] Hey, she just emailed me she got it.
[AGENT][NEUTRAL] OK, good. Um, they all just came through all at once. So, um, the confirmations. So was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, that is everything. You've been very helpful.
[AGENT][NEUTRAL] You sure? OK. Well, if you need anything, I'm the only [PII] here and um we'll get you what you need, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too goodbye.
[AGENT][POSITIVE] Thank you. Bye bye.