AccountId: 011433970860
ContactId: ca17fe18-4f92-4ea4-85d0-0eee54d20c79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304200 ms
Total Talk Time (AGENT): 79197 ms
Total Talk Time (CUSTOMER): 186242 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/ca17fe18-4f92-4ea4-85d0-0eee54d20c79_20250327T21:22_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. This is [PII]. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I'm good, thank you. I got Ms. uh [PII] on the line, [PII], um, let me give you the policy number.
[AGENT][NEUTRAL] Hold on one second, hold on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh come on.
[AGENT][NEUTRAL] Alright, what's the policy number?
[CUSTOMER][NEUTRAL] It is 256-966-8.
[CUSTOMER][NEUTRAL] OK. And she did ask directly for you.
[CUSTOMER][NEUTRAL] And it's about her disability. It looks like it's still under review.
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Is this the one that called yesterday to verify?
[AGENT][NEUTRAL] To verify the fax number, the medical, yeah this is the one.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright you can send her over.
[CUSTOMER][POSITIVE] OK, thank you. Here she comes.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for you Ms. [PII]. I got Ms um [PII] on the line. She's gonna assist you from here, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome. Have a good afternoon.
[AGENT][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, um, my name is [PII] I was just backtracking, um, the last document you guys need to move forward on the approval or a denial for my case is the medical documentation from the doctor that removed me from work. However, um, when I called the other day, I was told that you guys had faxed something over, so I.
[CUSTOMER][NEUTRAL] Track called them and said, hey, did you get the documents from APL? I need that filled out ASAP so they can make a decision. They told me they hadn't received anything. I called APL back and someone did verify that you all do have the correct information on file, so I wanted to see if the doctor's office actually initiated and getting anything back to you.
[AGENT][NEUTRAL] OK, I'm sorry, is that a question you ask me a question. Have we received the medical records? Is that correct?
[CUSTOMER][POSITIVE] Yes, yes, we have 8, yes, yes, yes.
[AGENT][NEUTRAL] OK, alright, let me look.
[AGENT][NEUTRAL] I'm not showing that we have received any medical records as of today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Huh, oh my goodness.
[AGENT][NEUTRAL] Do you, did they say that they had sent them over to us?
[CUSTOMER][NEUTRAL] But in the world
[CUSTOMER][NEUTRAL] No, they did not. They denied. They said that they didn't receive anything at first, and I'm like that can't be true. I just talked to them. I said they have the correct email, they have your correct, um, fax number and everything because I asked them, I said, can you give me your fax number when I talk to APL I can make sure it's sent to the right place. The associate that I spoke to through APL gave me the same number that the doctor's office gave me, so there's no mix up. So if you guys send it then they should have it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And this is just prolonging the decision because they're not um the doctor's office, the ladies in there are pretty slow about responding to stuff.
[CUSTOMER][NEUTRAL] Yeah, OK, um, do you have any advice on what I should do?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what I can do is I can send a message to the person who's working on your, uh, claim to ask her to see if she can call the doctor's office to verify if they received the fax.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, let me see when did she sent it.
[AGENT][NEUTRAL] Looks like she's sending around the [PII].
[CUSTOMER][NEUTRAL] I don't know why they didn't.
[CUSTOMER][NEGATIVE] If there's any question about medical considering right now, uh, the purpose of taking me out of work is to run testing for whatever was on the doctor's note, and there is no diagnosis, so I'm not sure exactly what they're looking for, but they're not gonna find a diagnosis because you don't have one, which is why you can't treat me until after the 3rd test. That doctor's office is so slow, they, they're waiting to schedule me for the next.
[CUSTOMER][NEUTRAL] Um, testing. They sent me out to do blood work and next I gotta go stay the night at the hospital and some extra stuff.
[CUSTOMER][NEGATIVE] So, and they're slow about scheduling that, so yeah, I'm kind of, you know, it's not your fault, it's just kind of frustrating because I'm supposed to return to work next month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, um, I'll just send a message to her and see if she can reach out to the provider, um, to see if they received the fax and if not, if she can try to fax it again or see how she can get that information to them as soon as possible.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] Thank you. Thank you so much.
[AGENT][NEUTRAL] OK. And was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh, that.
[CUSTOMER][NEUTRAL] No, ma'am, no ma'am, that's everything. Just, just send them a note so they can better them a little bit more because it's gonna be like pulling teeth from a baby, getting the doctor's office to reply back, and that's the only thing getting a approval or denial, which you most likely gonna approve it anyway because like I said, he had given me a diagnosis is the reason why he's sending me for the testing, so yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's all thank you so much for your time you have a great evening.
[AGENT][POSITIVE] You too and if there's nothing else, thanks for calling APL you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright