AccountId: 011433970860
ContactId: ce7c7aa4-e192-477f-bded-acbd81b1917a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 577960 ms
Total Talk Time (AGENT): 161604 ms
Total Talk Time (CUSTOMER): 322414 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/ce7c7aa4-e192-477f-bded-acbd81b1917a_20250623T14:02_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I'm trying to find out some information. I have, I had an accident at work, uh, on the [PII], OK? And I'm waiting for workman's comp to get with me so I can go see a hand specialist because I was supposed to go see an orthopedic.
[CUSTOMER][NEGATIVE] And I'm not sure whether I should file a claim now or do I wait until I, they end up getting me an appointment and I'm going to an orthopedic.
[CUSTOMER][NEUTRAL] I, this is, I haven't had this insurance. I just started this insurance. I used to have Aflac a while ago, but I'm not really sure how to do this one.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, I do believe I, I went on, uh.
[CUSTOMER][NEUTRAL] What can I do with it? Oh, I took a picture of it actually. Just one second.
[CUSTOMER][NEUTRAL] I don't know if it's my policy when I went on and
[CUSTOMER][NEUTRAL] And uh I'll tell you like.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Snapshots
[CUSTOMER][NEUTRAL] OK, so does it start with a C?
[AGENT][NEUTRAL] Uh, no, it should just be numerical. It'll just be a number. Um, I can look it up by your last name though or social.
[CUSTOMER][NEUTRAL] OK, it's uh my social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] And then [PII], do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you. OK, let me get that pulled up.
[AGENT][NEUTRAL] OK, and then Mr. [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] Oh, I do have a policy. I did find the policy number. Excuse me, my date of birth, uh 02.
[AGENT][NEUTRAL] Uh, you
[CUSTOMER][NEUTRAL] That that would be [PII].
[AGENT][NEUTRAL] OK, and then what is your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then your email address?
[CUSTOMER][NEUTRAL] Is [PII] Fix it all one word.
[AGENT][NEUTRAL] is that [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yes. So for this policy, that for your accident policy, yeah, we would need to, you would want to wait till you go to the hand doctor um cause then we can.
[AGENT][NEUTRAL] Um, you know, they'll, they'll diagnose you as I assume, and have you, have you gone to the ER or what steps, or what steps have you taken so far?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I've actually gone to the ER twice because the when it happened on the [PII] they scheduled me to see uh uh uh.
[CUSTOMER][NEUTRAL] An orthopedic
[CUSTOMER][NEUTRAL] But when I called the orthopedic, they said something about the workman's comp.
[CUSTOMER][NEGATIVE] Not going through, they don't have the right information or, or whatever the case was. I, you know, it, it's like I'm going through a thing to where one person's blaming the other person. I I, I, I don't know what's going on, and that's why I'm calling you because I mean it's been almost two weeks now.
[CUSTOMER][NEUTRAL] So I mean
[CUSTOMER][NEGATIVE] The skin was ripped off of my fingers. I mean, it basically degloved me and these people are just taking their time, um.
[CUSTOMER][NEUTRAL] Uh, it happened on the [PII]. I went back.
[CUSTOMER][NEUTRAL] The next Tuesday and had them, the, the uh ER look in my hand, unwrap it and rewrap it because
[CUSTOMER][NEUTRAL] Because I couldn't do it myself.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, so it started on the [PII]. I went to the ER twice and I'm still, and they, you know, the second time I went back there, they called the, the, the uh ortho orthopedic and um
[CUSTOMER][NEGATIVE] They told me to keep shaking workmen's cops leaves up their tree or whatever, keep shaking the tree, and, you know, I kept calling the people and kept calling and I'm still, I'm still at the same boat to where I have no information at all.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEGATIVE] And, but now it's been, now it's been two weeks and and uh you know, I, I'm not getting any income so I, I know that I have my accidental. I'm just trying to find out whether I should do it now or, or when, and that's, that's why I'm calling you so.
[AGENT][NEUTRAL] But this
[CUSTOMER][NEGATIVE] I mean if you're telling me that I should I should wait then that's what I'm gonna do.
[AGENT][NEUTRAL] Well, this is a group accident policy, so it's not like a short term disability. Is that what you are referring to? It doesn't, it doesn't pay you while you're off work.
[AGENT][NEUTRAL] Is that what you're
[CUSTOMER][NEUTRAL] Yes, I understand that. Uh no, no, I.
[CUSTOMER][NEUTRAL] I'm going to still be off work for another week, and I took all my vacation time last week, so I wouldn't be sure.
[CUSTOMER][NEUTRAL] Do you understand what I'm saying? I, I.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm just
[CUSTOMER][NEGATIVE] I, I know that they don't pay me while I'm off off work.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] But I, I do know I will get a little bit of money for.
[CUSTOMER][NEUTRAL] What has happened?
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] You know, me going to the emergency room and.
[AGENT][NEUTRAL] Sure, um, have you gone to our website, so there's forms that will need to be completed. There's an accident form. Have you, are you able, have you been able to print that off? Do you know where that's at?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I have seen it, but I don't have an I don't have access to a computer in my home, so I will probably have to go to work and get them printed out. Um, so when I fill out the papers, do I send like my, my hospital papers and stuff like that? Do I fax that with it to?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Or is it just a form? I mean, do I have to go back to the hospital to have them forms filled out, or will I be able to fill them all out myself?
[AGENT][NEUTRAL] There is a form for the attending physician, so we do have to have like a physician statement of whoever can attest to what accident you have and what your diagnosis is. Um, so that's why I didn't know, you know, I don't know if your ER could do that or if the hand specialist you'll be meeting with could possibly do that. But there is a physician statement that needs to be completed by whatever doctor can say this is what happened to you, you know, and here was the outcome.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So I mean, wouldn't that be like right here on the front of my release papers when they released me I mean it tells the physician that.
[CUSTOMER][POSITIVE] But uh that helped me.
[CUSTOMER][NEUTRAL] I mean, well, so what you're saying is I need to go back to the hospital and have them fill out these forms.
[AGENT][NEUTRAL] Yes, and there's a form that you have to yes, and you have to complete the form as well. It's on our website. It's at the [PII].
[CUSTOMER][NEUTRAL] Is that the same?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And there's an accident form under claims and forms.
[CUSTOMER][NEUTRAL] OK, so back to my original question, should do I wait to go to this hand specialist before I do this?
[AGENT][NEUTRAL] I can't really, I mean, it's whoever can answer this form or whoever can complete it. Um, if, you know, if you went to the ER and they diagnosed you and they can complete this form for you, then you wouldn't have to wait. Um, it's just, like I said, we need a physicians to fill out this form. So sometimes it can be a little difficult to get it from the ER docs, but it's entirely possible that you can, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then there's the form that you complete and then you'll attach, um, you know, itemized bills, etc. um, that you've received that show what services were rendered, what your diagnosis was, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] OK, thanks for calling.
[CUSTOMER][NEUTRAL] I will get on that. I will, I will get them papers and get them printed out.
[AGENT][NEUTRAL] But anything else I can
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] OK, thanks for calling Ace.
[CUSTOMER][NEUTRAL] No, that's
[CUSTOMER][POSITIVE] Thank you. You have a great day.
[AGENT][NEUTRAL] You too. Bye-bye.