AccountId: 011433970860
ContactId: b81cf2f7-ae38-454b-9320-ea004ba82e71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1805800 ms
Total Talk Time (AGENT): 521554 ms
Total Talk Time (CUSTOMER): 832802 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/b81cf2f7-ae38-454b-9320-ea004ba82e71_20250410T16:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. I, I have some questions about a couple of different things.
[AGENT][NEUTRAL] OK, [PII], I can help you. Do you have your policy number?
[CUSTOMER][NEUTRAL] I don't know if
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have 2 different policy numbers because I have hospital and I have disability, short term disability.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, which one do we want to talk about?
[CUSTOMER][NEUTRAL] We want to talk about both. Which one do you wanna start with?
[AGENT][NEUTRAL] Uh, we can start with your hospital.
[CUSTOMER][NEUTRAL] OK, that, uh.
[CUSTOMER][NEUTRAL] That claim number is 3583024.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, I have my card. Is it on my card?
[AGENT][NEUTRAL] Yeah, there should be a policy certificate number.
[AGENT][NEUTRAL] I mean the bottom uh.
[CUSTOMER][NEUTRAL] Hang on a second.
[AGENT][NEUTRAL] Left hand corner.
[CUSTOMER][NEUTRAL] Uh, medical ID number or policy certification number?
[AGENT][NEUTRAL] Uh, policy er number.
[CUSTOMER][NEUTRAL] Policies
[CUSTOMER][NEUTRAL] 0259.
[CUSTOMER][NEUTRAL] 7992.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I just need to verify a few pieces of information. What's your birth date?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a good callback number just in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, the city and state.
[CUSTOMER][NEUTRAL] Oh, [PII], sorry.
[AGENT][NEUTRAL] That's OK, and your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Is it a claim for yourself?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So we're checking on, OK, OK, that was the 3583024. Let me pull that up.
[AGENT][NEUTRAL] OK. And how can I help you?
[CUSTOMER][NEUTRAL] OK, first off, I was told.
[CUSTOMER][NEGATIVE] That I have to fax an itemized bill because I've been put in the hospital twice.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Two amputations to my big toe and the next toe over.
[CUSTOMER][POSITIVE] I've called the company and explained that my premiums, so I've called and made that clear that I'm off work waiting on APL to do my disability and they said no worries, you're covered until April.
[CUSTOMER][NEUTRAL] But I was told that I have to have an itemized.
[CUSTOMER][NEUTRAL] List of everything from the hospital, all surgeries, lab results, everything facts to.
[CUSTOMER][NEUTRAL] The insurance company and then I get a claim that said or a paper that says calendar year max of benefits has been exhausted with the payment of this claim, this check was maximum benefits payable for this date of service has been met.
[AGENT][NEUTRAL] OK, and this is on your.
[CUSTOMER][NEUTRAL] Of $2,225.
[AGENT][NEUTRAL] OK, let me pull up your banana.
[CUSTOMER][NEUTRAL] Well, I went and gotten.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I have went and gotten the itemized bill statements from the two different weeks I was in the hospital and the two surgeries, and it says here that paid to provider $2200.
[CUSTOMER][NEUTRAL] I have in my hands $2000 shy of an itemized bill of over $100,000.
[CUSTOMER][NEGATIVE] So I went and got the itemized bills and I don't know where to fax them to because I was told that they will not start this policy even though the hospital has.
[CUSTOMER][NEUTRAL] Sent them all the bills.
[CUSTOMER][NEUTRAL] Until I personally go get the.
[CUSTOMER][NEUTRAL] Get the
[CUSTOMER][NEUTRAL] Codes and itemized bill to send to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So I'm calling to find out where to fax that and why it says that I'm exhausted whenever.
[CUSTOMER][NEUTRAL] You they've only paid $2,225.
[AGENT][NEUTRAL] Uh, it looks like the claim that we received for this, um, let's see what it's for, um.
[AGENT][NEUTRAL] For your surgical benefit you have, and this is not a guarantee of payment, basic outline of your policy. Um, you have a $2000 benefit um for surgery.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Hospital confinement, your benefit is $100 per day. So it'll pay $100 per day that you're in the hospital.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Also a first occurrence for your hospital rider, so that pays 1500.
[AGENT][NEUTRAL] So it looks like on this claim, let me pull up what we received.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So let me ask this, have you guys received the two bills for a total of $49,000 and $45,000 plus change?
[AGENT][NEUTRAL] Uh, let me see what this one was.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Because if they uh if if $2200 is the total max benefits and I'm paying $150 a week on insurance I've literally paid in almost half in premiums what you guys are gonna pay.
[CUSTOMER][NEGATIVE] So if you are only gonna pay this little amount, me getting your insurance is literally gonna make me bankrupt.
[CUSTOMER][NEUTRAL] Because I got separated from my job.
[CUSTOMER][NEGATIVE] And then we'll talk about the disability that I've been denied after talking to.
[CUSTOMER][NEGATIVE] One of the, uh, I don't know if you're an answering service or if you work for APL, but I've literally sent stuff 3 times and I still was denied because of.
[CUSTOMER][NEUTRAL] Not sending the employer a paper whenever I was terminated from the employer with the medical discharge.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I've got a lot of questions.
[AGENT][NEUTRAL] OK. Let me place you on a brief hold. I'm gonna get some information pulled up, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so sorry about that. OK, so yes, the 2250.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Looks like that paid out on the 4,935,310.
[AGENT][NEUTRAL] And do you have any other insurance or is this it?
[CUSTOMER][NEUTRAL] This was it. I got, I got kicked off of Medicaid.
[CUSTOMER][NEUTRAL] That's why I bought you got your insurance through ISS.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] But then I went
[CUSTOMER][NEUTRAL] Yeah, so the hospital told me that they've already billed you, but some one of your people told me that I had to get an itemized statement from because I went to Mount Vernon Hospital in [PII] and had one toe done and then my surgeon was in [PII], 25 miles away, so that's the town I live in. The 2nd 5 day surgery or the second day in the hospital was the next toe over.
[CUSTOMER][NEUTRAL] In the hospital that he works at.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, cause
[CUSTOMER][NEUTRAL] So I just got those a couple of days ago and it's over $100,000 in.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] It it's right at 100,000, about 25 short.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's like 45 8 and 47 or 45.
[CUSTOMER][NEUTRAL] 5 or something.
[CUSTOMER][NEUTRAL] So then I guess uh my question about the hospital stuff is the hospital good enough the bill or do I do I need to fax you all this?
[CUSTOMER][NEUTRAL] Apparently you got it if you knew that it was 47,000.
[AGENT][NEUTRAL] Yeah, we have that one, but did you say there's a second one the second one as well?
[CUSTOMER][NEUTRAL] Do I
[CUSTOMER][NEUTRAL] Yeah, I got, I had, I had surgery on starting on the [PII]. I stayed for 5 days and then I got sent home from the first to being gone, and the second toe got infected. So then I went to my home hospital where the surgeon was at, then another 6 days or 5 days.
[CUSTOMER][NEUTRAL] And that's another 45,000 because I had a second toe removed and then there's.
[CUSTOMER][NEGATIVE] A very, very possible chance that I got gangrene in the third toe, and I, I haven't even dealt with that yet because I'm on vancomy. See, like I'm still ongoing. I've got 8 weeks of vancomycin ID IVs. I was put in a nursing home for 5 days, so I haven't got that itemized bill yet.
[CUSTOMER][NEGATIVE] So I still have a lot $100,000 isn't even gonna touch it.
[CUSTOMER][NEUTRAL] There's gonna be way more. I've been to the surgeon 3 times.
[CUSTOMER][NEUTRAL] And it's an ongoing thing that I didn't even know I had when I was still working.
[CUSTOMER][NEGATIVE] So I'm, if you can, you can see I'm kind of freaking out because I just went bankrupt like 3 years ago. I can't even go bankrupt on this without a job even cause I got, I got temporarily, uh it was called a temporary medical separation through ISS which I bought the insurance through you to heal up. I had 6 months to heal up and I could go back as just call them and I could go back when I get my doctor's release.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So I've got a lot more besides that.
[CUSTOMER][NEUTRAL] I just haven't got to it yet. I've only been out of the nursing home 2 days.
[AGENT][NEUTRAL] Well, yeah, you do have another $2000 benefit if this, if you had two separate surgeries.
[AGENT][NEUTRAL] But this is like a limited hospital indemnity plan, so it's, it is limited on what it pays.
[CUSTOMER][NEUTRAL] I, I, I mean, I bought the enhanced version.
[CUSTOMER][NEUTRAL] I bought the most expensive enhanced version.
[AGENT][NEUTRAL] Let me make sure you don't have any other coverage.
[CUSTOMER][NEGATIVE] So it was just crap crappy insurance.
[AGENT][NEUTRAL] Yeah, I show you just had the hospital indemnity, your short term disability, dental.
[CUSTOMER][NEUTRAL] 2,2
[AGENT][NEUTRAL] Group term life.
[AGENT][NEUTRAL] And an accident policy, which those are very specific, it has to be due to an accident.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] Did I have a uh dis dismemberment insurance?
[AGENT][NEUTRAL] Let me see what your accident policy OK.
[AGENT][NEUTRAL] You write down that policy.
[AGENT][NEUTRAL] So, so again, on this policy, it is very limited, you know, it has a schedule, which I can, I can send this to you too. Only pays $100 per day if you're in the hospital, um, and it pays.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] $1500 for the first time you're in the hospital.
[AGENT][NEUTRAL] Um, it pays $2000 for surgery benefit.
[AGENT][NEUTRAL] And then there's a few other small benefits like $75 for a wellness exam, but that's
[AGENT][NEUTRAL] And then ICU. Were you in ICU or anything?
[CUSTOMER][NEUTRAL] Intensive care? I, I don't think so. I think I was on the surgical unit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if that's ICU or not.
[AGENT][NEUTRAL] Yeah, um, for ICU there is a daily benefit that it pays of 400, but
[AGENT][NEUTRAL] Again, it's a limited policy, so it doesn't have, you know, it's not like a major medical like Medicaid or UnitedHealthcare, etc. But let me look at your accident policy and let's see what it's got under there. Maybe there's some
[AGENT][NEUTRAL] Definitely do get your second claim, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you can get that submitted, that'd be great, um, we can look at that for consideration, but let me see on your accident plan what we've got.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see
[AGENT][NEUTRAL] Let's see, this is.
[AGENT][NEUTRAL] OK, pulling that up. Give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So you do have benefits under, and this is not a guarantee of payment, basic outline of the policy. So there are benefits under this, but this is gonna be based on the diagnosis of why the amputation happened. So was it due to an accident?
[CUSTOMER][NEGATIVE] It was due to a blister that I had, being a diabetic and the blister got infected and gave me a bone disease.
[AGENT][NEUTRAL] So this
[CUSTOMER][NEUTRAL] So it was, yeah, I mean, I'm sure it was accidental.
[CUSTOMER][NEUTRAL] I had no idea that the the blister was and then.
[CUSTOMER][NEUTRAL] And then uh I cleaned it with peroxide and it sealed the infection in and literally within 3 days of me putting peroxide on it.
[CUSTOMER][NEGATIVE] Within 4 days my toe was cut off and 3 weeks later I got another toe cut off and possibly another toe.
[CUSTOMER][NEUTRAL] That's got black and gangrene or they don't know if it's gonna heal the tissue or not that we're just hoping right now.
[CUSTOMER][NEUTRAL] So I've lost 2 toes and 2 different hospital visits.
[AGENT][NEUTRAL] So accident, I'm trying to find the definition, so.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] So an accident is a sudden unexpected, unintended event results from accidental bodily injury, which is independent of disease.
[AGENT][NEUTRAL] So it can't be due to, you know, a disease that you already have or a condition that you already have, such as diabetes.
[AGENT][NEUTRAL] So it would have meaning like you get into a car wreck or you trip off of a curb and break a bone or so that's that's what would be defined as an accident.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Well, my toe was fractured and I didn't know how I've done that that that's what caused the bone.
[CUSTOMER][NEGATIVE] Infection from the blister.
[CUSTOMER][NEUTRAL] Would that be an accident?
[AGENT][NEUTRAL] It just
[CUSTOMER][NEUTRAL] How much does that pay?
[AGENT][NEUTRAL] It just depends on what we would have to have documentation from your healthcare provider with a diagnosis that indicates it was an accident, so like,
[AGENT][NEUTRAL] That's, that's what would be the determining factor there, cause again, it can't be the diagnosis of diabetes.
[AGENT][NEUTRAL] It would have to say like you got into a car wreck or you fell.
[CUSTOMER][NEUTRAL] They've already gave me the diagnosis.
[CUSTOMER][NEUTRAL] They've already gave me the diagnosis. I don't know what they call it, but it was.
[CUSTOMER][NEUTRAL] Toe infection from a bacterial blood.
[AGENT][NEUTRAL] Yeah, and that would not, so again, it would have to be a diagnosis that indicates an accident transpired, like.
[AGENT][NEUTRAL] a fall or a motor vehicle accident or, you know, something of that nature.
[AGENT][NEUTRAL] So it, it depends. You can definitely submit something under this policy, but if it is, you know, it, it's very much determined upon what is the diagnosis that the doctor um determined.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so unless, unless the diagnosis is specific.
[CUSTOMER][NEUTRAL] OK. And that's my, my.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] My, my primary has nothing to do with it. It was all diagnosed by the surgeon.
[AGENT][NEUTRAL] Right, so.
[CUSTOMER][NEGATIVE] I still haven't even got to see my primary. She isn't even connected in the hospital that I went to.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] So there
[CUSTOMER][NEUTRAL] So it would be the surgeon's paper to fill out?
[AGENT][NEUTRAL] Yeah, so it would be their diagnosis of how they diagnose the claim, um.
[AGENT][NEUTRAL] For, let's see, for benefits on your accident policy.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] There is a benefit for toes, which would be 2000, but
[AGENT][NEUTRAL] Again, it's very much determined upon the diagnosis. So if the diagnosis indicates infection or diabetes, it's not going to pay.
[AGENT][NEUTRAL] It would have to be a very specific accident diagnosis to be considered, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] All right, so
[CUSTOMER][NEUTRAL] Centro, you said that they billed you, so do I need to send the Centroia bill fax it to you?
[AGENT][NEUTRAL] Yeah, go ahead and
[CUSTOMER][NEUTRAL] If they said that they've built it.
[AGENT][NEUTRAL] Yeah, let me look and see.
[CUSTOMER][NEUTRAL] What is the fax number you want me to send it to?
[AGENT][NEUTRAL] Uh send it to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's just the 2nd visit you got the 1st 45,000?
[AGENT][NEUTRAL] We got the 1st 49,000, yeah.
[CUSTOMER][NEUTRAL] Dollar visitor $49,000. Yeah, OK.
[CUSTOMER][NEUTRAL] OK, so then on.
[AGENT][NEUTRAL] Send that one in and then.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] Um, do you wanna talk about your disability or do you want, is there anything else you wanna talk about regarding the hospital indemnity plan?
[CUSTOMER][NEUTRAL] No, I think that's it. um, could you email me the accidental insurance and I'll have my doctor fill that out, and do you want that faxed to the same number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, the accident form, is that what you need?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yes, I'll email you the accident form. Um, I'll do that.
[CUSTOMER][NEUTRAL] And I don't have to fill anything out just sign my name and give it to the doctor?
[AGENT][NEUTRAL] Uh, let me pull up the form and see what it looks like. Um, hold on one moment.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK. Uh, there is a statement for you to complete.
[AGENT][NEUTRAL] Um, and so it, it asks.
[CUSTOMER][NEUTRAL] So 2 statements
[AGENT][NEUTRAL] Yeah, there's a statement for you.
[AGENT][NEUTRAL] And then there's a statement for the physician. And I'll give you an example, like on this, it asks, were you in a motor vehicle accident? Were you in an accident that required an incident report? Were you at work when the accident occurred? Did it happen while you were in an organized sport?
[AGENT][NEUTRAL] Um, so it just kind of the, you know, like I said, it is very specific on the diagnosis that it has to be an accident because it asks for your date of your accident, the location of your accident.
[AGENT][NEUTRAL] But I will send it to you, just look through it and see um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I'll send that to you, so.
[CUSTOMER][NEUTRAL] Cross my toes. I'm I need my fingers.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] That was a joke, my toes.
[AGENT][NEUTRAL] I know.
[AGENT][MIXED] I know it was funny, but I didn't, I didn't know if it was right to laugh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I got a laugh about it. It makes me, makes me wanna cry.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] I totally understand. Yeah, that's how I deal with life too, gotta laugh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] Yeah, so my next question is I have, I guess it's a separate policy for my disability.
[AGENT][NEUTRAL] Yes, I see that. Let me get that pulled up and see what's going on there.
[CUSTOMER][NEUTRAL] They gave me a
[CUSTOMER][NEUTRAL] It is 02597994.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the other lady that I talked to, um, she sent me all the emails for uh
[CUSTOMER][NEUTRAL] For the disability.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So I've got all these papers here and she told me that I've got the physician's papers in. I've got my direct deposit in and I've got my papers in. The only paper that was the reason I was denied it is because of I didn't send a paper to my work. So I've looked through all these and I don't know which paper it is that I have to have my work go out.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] You want me to send you that form too?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I mean, I think that you can go ahead and send it again, but I, whenever I was at the nursing home, the social service worker sent everything that the other lady uh sent me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So I got it all right here in my hand, even the online service she printed a whole packet of papers.
[CUSTOMER][NEGATIVE] I just don't know which one I'm supposed to give my work if you could tell me, because it's been over a month and I'm literally going broke.
[CUSTOMER][NEUTRAL] And I took this out so this wouldn't happen in an emergency and I don't know what I'm doing wrong to not get because they denied me because of the employer form. So could you assist me on figuring out which one that is? Because I only live 20 miles from ISS and I will deliver it personally that way they can.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I was also told that
[CUSTOMER][NEUTRAL] That uh
[CUSTOMER][NEGATIVE] Whenever they go through stuff, it's only goes to the [PII] and then I gotta wait till the whole next month and I'll literally be evicted before next month with no money.
[CUSTOMER][NEGATIVE] Because I'm already a month down on my rent.
[AGENT][NEUTRAL] Let's see. Hm.
[CUSTOMER][NEGATIVE] But I just can't seem unless I'm just papers are sticking together and I'm missing it and I'm not, I'm not high tech enough to do it online.
[CUSTOMER][NEUTRAL] All I have is my phone and it's.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I don't know how to do it and I'm not in the nursing home anymore, so they can't assist me.
[AGENT][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] I've got disability claim for.
[AGENT][NEUTRAL] It's the
[CUSTOMER][NEUTRAL] Statement of insured, I get disability claim for the physician.
[CUSTOMER][NEGATIVE] But I see nothing for work.
[AGENT][NEUTRAL] Yeah, it looks like it's actually, it's the disability claim form, it's the policyholder statement.
[CUSTOMER][POSITIVE] There's more right there if you wanna help me look. There's some out there.
[AGENT][NEGATIVE] One page, the last, it should be the last page.
[CUSTOMER][NEUTRAL] One page.
[AGENT][NEUTRAL] Yeah, page 8 of 8.
[CUSTOMER][NEUTRAL] Well, when I insured statement of insured.
[AGENT][NEUTRAL] No, that's, that's your statement.
[CUSTOMER][NEUTRAL] With that one?
[AGENT][NEUTRAL] It's the policyholder statement.
[CUSTOMER][NEUTRAL] OK. Disability.
[CUSTOMER][NEUTRAL] Is that what it says policyholder statement?
[AGENT][NEUTRAL] Yeah, it says disability claim form policyholder statement.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, we found it. It says policyholder statement. It has insured information, birthday, employee status, which they would write last date and terminated. And then that's all it'll take to process.
[CUSTOMER][NEUTRAL] My claim?
[AGENT][NEUTRAL] Yeah, so it looks like that is.
[CUSTOMER][NEUTRAL] So if I take this, I don't know if I have to, you probably don't know this, if I have to send it to the main headquarters or if I can take it in and then fax it to you because I don't know if they'll be as.
[CUSTOMER][NEGATIVE] Can't make it a priority as I am, you know what I mean?
[AGENT][NEUTRAL] Yeah, I'm not sure. I mean just go to your old employer to their human resources and they should be able to complete this because that's that's who's gonna need to complete it, um.
[AGENT][NEGATIVE] But yeah, they just need that's what's missing.
[CUSTOMER][NEUTRAL] And what is that, is it?
[CUSTOMER][NEUTRAL] Is that the same fax number? I lost the paper I was writing all the numbers on.
[CUSTOMER][NEUTRAL] Here I'll just right on the back here.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK. OK, it's the same number?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Uh, it's probably at the bottom of all these other ones I saw right here. [PII].
[AGENT][NEUTRAL] That's it, yep.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] And then after they get that paper, then it shouldn't be a problem because I have been turned. What they did was they terminated me. Even though I was a temp, I was a good worker and working 70 hours a week, so they said, we don't normally do this for temp.
[CUSTOMER][NEGATIVE] This is the temp company that is through NASCO. They said we don't normally do this until you get your 720 hours or whatever, but since we wanna hire you, we're giving you 6 months, we're gonna terminate you at which was on the [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] That way it kept me from pointing out, and I still was in good standing and they said, you got 6 months to heal up. If you ain't healed up in 6 months, then it's not you, I'll have to start the whole process over. So they terminated me the very next Monday after I worked that Friday.
[CUSTOMER][NEUTRAL] For that reason.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, um, this is the piece that's missing, so if you'll get that completed, then we can continue on consideration of the claim, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well, you've helped me more than the last 5 that I talked to, so I do appreciate you.
[AGENT][POSITIVE] OK, well, thank you
[CUSTOMER][NEGATIVE] And if I sounded grumpy, it isn't towards you, it's just towards my situation.
[AGENT][POSITIVE] Oh, I, I totally understand, [PII]. It's no, no problem at all and we're here to help, so happy to help today and um if there's anything else you need, please don't hesitate to call back, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you. Have a blessed day.
[AGENT][POSITIVE] OK, thank you. You too.
[CUSTOMER][POSITIVE] Good bye.