AccountId: 011433970860
ContactId: b9d6a075-0124-47ad-95a9-8b0a6d0a25c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 401709 ms
Total Talk Time (AGENT): 97219 ms
Total Talk Time (CUSTOMER): 284300 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/b9d6a075-0124-47ad-95a9-8b0a6d0a25c2_20250604T16:12_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Thank you for calling.
[CUSTOMER][NEUTRAL] Uh, sure, [PII]. I'm looking to get a little information on my claim, um, that I need to share with my physician, um, yeah, correct, mhm.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yeah, of course, I'm sorry your name was, sorry, your name was?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII], OK, yeah, so [PII], that um number is area code [PII].
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][POSITIVE] Uh yes, yes, I do, by the way, get that for you.
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that policy number is 2607315.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] Uh yeah, [PII].
[AGENT][NEUTRAL] And can I verify your date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Of course, uh, [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] Sure, sure, um, [PII]. Email is um [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII], and you were calling about a claim?
[CUSTOMER][NEUTRAL] Uh, yeah, so you guys had, um, you know, on my portal and what have you, um, um, has sent me an explanation of you know why I was still a little bit of a delay on it. It's been a longated delay, so whatever we can do to expedite this thing is gonna be helpful. Now I did talk to one of your other associates, uh, you know, not briefly, maybe about 20 minutes ago, and, and to, to ask about that, um, you know, that information.
[CUSTOMER][NEGATIVE] Um, well, well, I take that back. So what you guys sent me was because my employer was dragging their feet.
[CUSTOMER][NEGATIVE] I got it in the wrong hands or something or somebody who was not really being responsible and didn't didn't forward the form to HR like they should have uh until about two weeks later or actually I, I got a whole HR myself for the job I work, you know, and um got it over to them and they apologized and got it to you guys so, so that's fine. So I thought that was gonna be enough, you know, because that's something that was wasn't complete in the package that you guys gave me the packet, you know.
[CUSTOMER][NEUTRAL] Um, of 8 pages because my, um, my physician, I appreciate you listening, uh, my physician and myself has sent, yeah, has sent our information over about 3 weeks ago, you know, uh, so that's why I'm saying this is gonna be so lengthy and, um, and then employer was the one that was dragging the piece. So we anyway we got that in, you know, you know, I got with HR and been doing my due diligence, but now I hear that there's, um, that they may be wanting more information so.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I'm just wondering about that. This is, you know, it's getting to really be a, a lengthy process. Could you explain that to me a little bit? Maybe you can look at the claim, um, because I was looking at, um, what my physician gave me. I went and picked up the copies and she they they completed their form, um, on page 7 and 6 and 6 of 8 and 7 of 8, so could you state maybe looking at the case what's going on that.
[CUSTOMER][NEUTRAL] Is it, is it, is it that you guys need a little bit more information from my position or what? This is really getting to be lengthy.
[AGENT][NEUTRAL] Hold on just a moment. Let me look and see if I can tell.
[CUSTOMER][POSITIVE] OK, OK, appreciate it.
[CUSTOMER][NEUTRAL] So that way when I talk to them I'll know what to some they mentioned that it'd be a good idea to call them to tell them, you know, whatever.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm showing they have request requested medical records.
[AGENT][NEUTRAL] From the position.
[CUSTOMER][NEUTRAL] OK, but, but, OK, that, that, but, you know.
[CUSTOMER][NEGATIVE] Is that something they didn't state in the forms, you know, in other words, that's not very efficient, right? So yeah, we, I guess the physicians thought they were doing their part. So all this is doing is the is, is, is nothing my time to getting any benefits, you know, if it's so deemed that I, you know, I, I, I'm eligible, I guess that, well I guess I, you, yeah, you see why I'm complaining a little bit that should have been stated in the.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Or is this a normal procedure sometimes they ask for more details, you know, is that probably what happened?
[AGENT][NEUTRAL] Yes, after they get that claim form, sometimes they ask for medical records from the provider.
[CUSTOMER][NEUTRAL] Oh, I see. Um, oh, OK, is that just the, the string me out, yeah.
[AGENT][NEUTRAL] So it looks like that.
[AGENT][NEUTRAL] Uh, looks like that was requested yesterday.
[CUSTOMER][NEGATIVE] OK, yeah, but I guess why I'm asking is why is that just, you know, the delay getting me payment or is that just sometimes happens, you know, you, you can understand, I, you know, I've been put through the wringer. It's like, oh my goodness.
[AGENT][NEUTRAL] Yes, sir. um, that I'm not sure I could get somebody to call you back that processes these claims.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Uh, did you want somebody to call you back on it?
[CUSTOMER][POSITIVE] Yeah, sure, of course, so I can have, you know, we need, we need to expedite this. Oh my goodness, right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can get someone to call you back on that. Um, it's [PII], correct?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Yeah yeah mhm.
[AGENT][NEUTRAL] OK. I'll have someone call you back on that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, to give me a little more in depth of what's going on. OK, OK, OK, alrighty.
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Is there anything else I can help you with right now?
[CUSTOMER][POSITIVE] No, um, no, no, that that'll do it. You've been quite helpful, [PII], OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'll get someone to call you, Mr. [PII], and thank you for calling APL and you have a good afternoon and I'll have someone call you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, thanks so much take care now OK.
[AGENT][POSITIVE] Thank you. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.