AccountId: 011433970860
ContactId: d89ca18f-9499-4963-bf4f-f9e7d37cd847
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1017419 ms
Total Talk Time (AGENT): 406041 ms
Total Talk Time (CUSTOMER): 441870 ms
Interruptions: 5
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/d89ca18f-9499-4963-bf4f-f9e7d37cd847_20250619T18:22_UTC.wav
--------------------------------------------
[CUSTOMER][POSITIVE] The bottom edge is a lot easier to clean up.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII].
[AGENT][NEUTRAL] Hey, how are you doing?
[CUSTOMER][MIXED] Uh, I think I'm doing all right. I'm a little confused.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] My, my, my problem is.
[CUSTOMER][NEUTRAL] The doctor I was seeing.
[CUSTOMER][NEUTRAL] Uh, the cardiologist.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I had a visit with my.
[CUSTOMER][NEUTRAL] Primary care doctor.
[CUSTOMER][NEGATIVE] And he didn't like some of the stuff he would, you know.
[CUSTOMER][NEUTRAL] Stuff he's reading
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So he referred me to another doctor.
[CUSTOMER][NEGATIVE] And what my problem is, I've got to get my paperwork signed.
[CUSTOMER][NEUTRAL] To keep my disability going?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Who would I get to fill it out?
[CUSTOMER][NEUTRAL] Because I imagine the doctor I was seeing is gonna be pretty hot.
[AGENT][NEUTRAL] Yeah, so it will be whichever of the doctors is currently treating and deciding to take you out of work.
[CUSTOMER][NEUTRAL] Doctor Doctor [PII].
[CUSTOMER][NEUTRAL] Your primary doctor just referred you to another doctor.
[CUSTOMER][NEGATIVE] No, she said the one that's put me out of work.
[CUSTOMER][NEUTRAL] Which be
[AGENT][NEUTRAL] So is your primary, so your primary doctor referred you to the other, I forgot what she said, but they referred you to another doctor, right?
[CUSTOMER][NEUTRAL] Cardiologist.
[CUSTOMER][NEUTRAL] Yes ma'am to another cardiologist because uh.
[CUSTOMER][NEUTRAL] To make a long story short,
[CUSTOMER][NEUTRAL] The cardiologist I was seeing.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Well, instead of bringing me in.
[CUSTOMER][NEUTRAL] To talk about the results.
[CUSTOMER][POSITIVE] He text my phone like we were buddies.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Instead of bringing me in, set me down, telling me what's going on.
[CUSTOMER][NEUTRAL] And my primary doctor said no, that, that don't fly.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So he referred me to go to another doctor.
[CUSTOMER][NEUTRAL] And the appointment.
[CUSTOMER][NEUTRAL] It's gonna be like a month and a half away.
[AGENT][NEUTRAL] So is it
[CUSTOMER][NEUTRAL] Before he could get me into the office.
[AGENT][NEUTRAL] So it's the primary care doctor that's, so the primary care doctor is the one that's taking you out of work.
[CUSTOMER][NEUTRAL] No, no, the cardiologist I was saying to me how to work.
[AGENT][POSITIVE] But you're getting ready to go to a new one, so you can't ask that one for a well.
[CUSTOMER][NEGATIVE] Right, cause I, I grant you he's gonna be pretty upset.
[CUSTOMER][POSITIVE] And you know, if he's done his job right, I've been fine with it.
[CUSTOMER][NEUTRAL] But I only seen the guy 3 times.
[CUSTOMER][POSITIVE] And the 4th time he sends me a text like we're just best friends.
[AGENT][NEUTRAL] Well, to be honest, it, it's the card just to answer the question, is the cardiologist because that sounds like he's taking you out of work, but if you're no longer seeing that cardiologist,
[CUSTOMER][NEUTRAL] You know
[AGENT][NEUTRAL] Ah, that's what's making it.
[CUSTOMER][NEUTRAL] Right, my, my primary doctor has.
[CUSTOMER][NEUTRAL] Right, and that's what I'm.
[AGENT][NEUTRAL] So either you can ask the old cardiologist or wait until you see the new cardiologist and get the new cardiologist to sign, but I don't know if the new one will because he hasn't treated you long enough.
[CUSTOMER][NEGATIVE] I'm having a dilemma with.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] So it it really sounds like you uh it sounds like you have to go back to the old cardiologist or wait to see how the new cardiologist, if they will sign the papers, but it just to answer the question is the cardiologist.
[CUSTOMER][NEUTRAL] OK, so my primary didn't sign it.
[AGENT][NEUTRAL] Um, no, not really, because your primary care isn't treating you, that's just your primary care doctor.
[CUSTOMER][NEGATIVE] Well, well not to work.
[CUSTOMER][POSITIVE] Alrighty well.
[CUSTOMER][NEUTRAL] I'll see what I can do about getting this signed because I can't go two months without something.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] I mean, I don't, I don't know what to do, you know, because like I said, I know this doctor's gonna be upset.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Because if I'm just thinking if you were to send it with the primary care, that's not gonna go through because he
[AGENT][NEUTRAL] Primary care is not treating. I, I don't want to tell you not to do it. I'm just trying to think of when you do send it, how, what's gonna happen.
[CUSTOMER][NEUTRAL] Well, that's
[CUSTOMER][POSITIVE] Well, see, now, it makes me feel better because you're confused as well.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Well, the only thing that's making it a little sticky is because you're not seeing that cardiologist anymore, you're going to somebody new. So that's what's making this situation a little different. If not, it would have just been your cardiologist, but you're kind of in transition right now, so.
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] Right, right
[AGENT][NEUTRAL] I don't know if you want to go back to the old one or because if you ask your primary, the primary care could fill it out, but they're not the treating doctor and the forms are for the treating physician.
[CUSTOMER][NEUTRAL] Well, more or less and he, he sent you to somebody else.
[CUSTOMER][NEUTRAL] The cardiologist sent him to another doctor. My mother's got to put her 2 cents in. I'm sorry.
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] [PII]ther doctor that's in the same group.
[AGENT][NEUTRAL] She's
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] He's kind of like released from the cardiologist because he can't do no more for him.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And so the new doctor that you're going to is another cardiologist or it's a different type of doctor?
[CUSTOMER][NEUTRAL] OK, no. Um, let me explain this whole thing out.
[CUSTOMER][NEUTRAL] The cardiologist I was seeing the 4 times I've seen him.
[CUSTOMER][NEUTRAL] Pretty much, you know.
[CUSTOMER][NEUTRAL] Kicked me off on another doctor in the same building.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, now.
[CUSTOMER][NEUTRAL] You know, I showed my doctor what was going on.
[AGENT][NEUTRAL] And he's like, uh uh.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Exactly. Because
[CUSTOMER][NEUTRAL] You've got two people in the same house. Who's gonna
[CUSTOMER][POSITIVE] The further it gets you better.
[AGENT][NEUTRAL] Right, and they're probably the same network too. Mhm, yeah.
[CUSTOMER][NEUTRAL] Or am I making sense?
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] So my primary doctor said, no, uh uh, what can I refer you to somebody else so we can.
[CUSTOMER][POSITIVE] Advance forward
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, to try to get me better.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So I get back to work.
[CUSTOMER][NEUTRAL] And I said yes well my next doctor's appointment is uh July.
[CUSTOMER][NEUTRAL] No, this month
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] It's a month away, mother.
[CUSTOMER][NEUTRAL] Because [PII] was with the doctors in the same building. The [PII] is the following month that the new new one can see me.
[AGENT][POSITIVE] OK, so then yes, it's definitely whoever this it's gonna be the new doctor.
[AGENT][MIXED] Unless you feel comfortable going to the old, but it doesn't sound like that.
[CUSTOMER][NEUTRAL] Well, I, I'm not, I just know if I go in there and hand him paperwork he's gonna.
[AGENT][NEUTRAL] Be like what in the world. Right. So yeah, it's, it's the whoever this new doctor is.
[CUSTOMER][NEGATIVE] You know, no I can't do it.
[CUSTOMER][NEUTRAL] Yeah well I'll go down and see if he will but.
[AGENT][NEUTRAL] And once he sees you and evaluates you, you know, and, and looks at the records and everything, he, depending on what's going on, he may be, you know, the new doctor would probably be on board with it. I, I would say see how the appointment goes with your new doctor and then
[CUSTOMER][NEUTRAL] You know, I
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Go ahead and file.
[CUSTOMER][NEUTRAL] Now right with
[CUSTOMER][NEUTRAL] Uh, I'm, I'm trying not trying to avoid a big gap because.
[AGENT][NEUTRAL] Oh, and the income.
[CUSTOMER][NEGATIVE] You know my bills can't handle it.
[CUSTOMER][NEGATIVE] Yeah, my bills can't handle it.
[AGENT][NEUTRAL] Well, another option.
[CUSTOMER][NEUTRAL] That's that's.
[AGENT][NEUTRAL] Um, if this new to see if the
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, what about this? So if you, if you, I'm trying to think while I'm talking, I'm sorry.
[CUSTOMER][NEUTRAL] So if
[AGENT][NEUTRAL] You can either the new the new doctor that you're going to see that you haven't seen yet.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] See if there's a way for them to review your records.
[AGENT][NEUTRAL] That he has there because I'm sure they sent the records over so he can, you know, see you and have everything when he sees you.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] I, the one that was seeing me, the one that was seeing me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the one he pushed me off on.
[CUSTOMER][NEUTRAL] They're literally in the same building.
[AGENT][NEUTRAL] Right, but you have a new doctor that's away from all of them, right?
[CUSTOMER][NEUTRAL] In other words, one doors on the left, the other doors on the right.
[CUSTOMER][NEUTRAL] And then my primary.
[CUSTOMER][NEGATIVE] Sent me to another total different place.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] One's Prisma and he sent me to.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So the whoever the doctor is that the primary care is referring you to that you're going to see in July, I'm saying since you haven't seen them yet, but you, you're trying to get the
[CUSTOMER][NEUTRAL] To get
[AGENT][NEUTRAL] The um claim so that you're not missing income. See if there's a way that he can review the records. Can we have a telemedicine like a telehealth appointment, you review my records and I, you know, send these forms to you so that I can stay on my disability, because that's an option too. I mean, my, before this, I was a secretary for a doctor, so I've I've, I've seen that too, to where the doctor had a long time to be seen, but they still reviewed the records and just saw you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so you
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Right, right, so I, I kinda get what you're saying. So go into the, the, the new doctor's office.
[CUSTOMER][NEUTRAL] And asked him if he could review the records and sign my.
[CUSTOMER][NEUTRAL] Disability paper
[AGENT][NEUTRAL] Yeah, you don't even have to go in. You can just call them and say, hey, I have an appointment with Doctor [PII], but I'm trying to keep my disability and I need him. Can he review my records and uh maybe we have a televisit appointment so that I can, he can sign these documents and I can keep this going. I, I have done that for plenty of patients before, but I mean, I, you know, every doctor's office is different, but I know that's an option.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Right, well, like I said, you know.
[AGENT][NEUTRAL] So that you still get your paperwork signed and then you have your appointment later.
[CUSTOMER][NEUTRAL] I, I think it's
[CUSTOMER][NEGATIVE] Right, I just think it's pretty shady the way the last doctor done me.
[AGENT][NEUTRAL] Oh, it sounds like it, yes.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] You don't text a diagnosis.
[AGENT][NEGATIVE] And it's, and it's not HIPAA compliant.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I mean, you know, when I, when I said that to my doctor, you know, of course he rolled his eyes like, you know, I was feeding him.
[CUSTOMER][NEUTRAL] And I literally pulled up the text.
[CUSTOMER][NEUTRAL] That he sent me
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you can call the phone number, it goes straight to his phone.
[CUSTOMER][NEUTRAL] Not like a switchboard in the building or.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] That that's wrong.
[AGENT][NEGATIVE] Yeah, no.
[AGENT][NEUTRAL] Yeah, I would, I would just stick with whoever the, whoever the primary care is referring you to and see if they'll see if they'll review, if he'll review the records and at least see you on video, that still counts as an office visit and um so you can get your documents.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Alright, OK, I appreciate the help.
[AGENT][POSITIVE] You're very welcome. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am that's where I was kind of hung up because.
[CUSTOMER][NEGATIVE] You know, I, like I said, I can't afford.
[CUSTOMER][NEGATIVE] To miss, miss my my benefits.
[AGENT][POSITIVE] I know that's right.
[CUSTOMER][NEUTRAL] This world's too crazy to.
[CUSTOMER][NEGATIVE] Tell people you can't pay them they'll throw you out of the house.
[AGENT][POSITIVE] Right, especially in today's world. I completely understand.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I think that might, uh, I would, I would, I, I want to encourage you to try to see if that's um an option because I, I've had several doctors um that we were able to do that for.
[AGENT][POSITIVE] So hopefully they can do that for you.
[CUSTOMER][POSITIVE] Alrighty well
[CUSTOMER][POSITIVE] All right sweetheart I appreciate your help.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am. I, I, well, yeah, I do have one question.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, I received
[CUSTOMER][NEUTRAL] Yeah, the pipework from y'all.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] That's gotta be filled out, you know, for this coming.
[CUSTOMER][NEUTRAL] And y'all have, you
[CUSTOMER][NEUTRAL] UTI? No, Mom, I'm talking to APL.
[CUSTOMER][NEUTRAL] The other one.
[CUSTOMER][NEUTRAL] Yes, UTI y'all have their number on y'all's paperwork.
[AGENT][NEUTRAL] Wait, say that again?
[AGENT][NEUTRAL] Who, who is
[CUSTOMER][NEUTRAL] I, I received my paperwork from y'all.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That needs to be filled out by me and the doctor and.
[CUSTOMER][NEUTRAL] Whatnot every month
[AGENT][NEUTRAL] Uh-huh, the claim form.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Right, on the front page.
[CUSTOMER][NEUTRAL] Where it's got, you know, APL at the top.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] You read down in it and it says telephone number.
[CUSTOMER][NEUTRAL] Well, it's actually the telephone number for UTBA.
[AGENT][NEUTRAL] Oh, that's what you're saying. OK, OK, OK. I'm like, wait a minute. So there's two claim forms. Um, do you have, do you have the UTBA claim form or the UTBA claim form has all UTBA numbers on it, so yes, that makes sense.
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] No, no, this is.
[CUSTOMER][NEUTRAL] Bold black letters at the top says APL. This is the paperwork that I have to fill out and send back to y'all.
[CUSTOMER][NEUTRAL] But the front page
[CUSTOMER][NEUTRAL] As UTBA's number.
[CUSTOMER][NEUTRAL] And [PII] and
[CUSTOMER][NEUTRAL] Uh, Role is contact.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm just trying to figure out why UTBA be on y'all's paperwork.
[AGENT][NEUTRAL] Well, because we work with UTBA UTBA short-term disability, they have their own short-term disability form versus APL. I mean, it also says APL, but UTBA has their own separate short-term disability claim form, which does have like on that first page there, yeah, and where all the instructions are.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yeah, that's um UCBA's claim form is totally different.
[CUSTOMER][NEUTRAL] Well, see, it's just, it's just the.
[CUSTOMER][NEUTRAL] OK, it's just confusing because we got the number to try to call y'all.
[CUSTOMER][NEUTRAL] But it's UTB.
[AGENT][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][NEUTRAL] I see y'all's number now at the bottom.
[AGENT][NEUTRAL] And you will only call the um that right there what you're looking at is for the um what is it called, the status, um, your, your trucker statement. That's the only time you will call them for and that's what that section is talking about.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, well this is all paperwork from y'all so.
[CUSTOMER][NEUTRAL] Because I've, you know, gotta fill it out every month.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So you can get paid for the the upcoming.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm, like a job.
[CUSTOMER][NEGATIVE] What what kills me is it never changes and.
[CUSTOMER][NEUTRAL] Well, it's just the dates that changed.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If that makes any sense.
[AGENT][NEUTRAL] It does.
[CUSTOMER][POSITIVE] So, all right, hon, I appreciate you.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.