AccountId: 011433970860
ContactId: dd7af448-2a43-48d7-8e6e-9518ae5ae6d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 499220 ms
Total Talk Time (AGENT): 71737 ms
Total Talk Time (CUSTOMER): 399134 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/dd7af448-2a43-48d7-8e6e-9518ae5ae6d1_20250602T14:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, uh, good morning, is it [PII] or [PII]?
[AGENT][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] Uh, good morning, [PII]. My name is [PII], um.
[CUSTOMER][POSITIVE] I'm uh calling you because I'm getting ready to submit a form.
[CUSTOMER][NEUTRAL] For a disability.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What do you need from me before I, what do you need from me before I go any further?
[AGENT][NEUTRAL] Uh, what's your policy number, please?
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] OK, what we have here.
[CUSTOMER][NEUTRAL] Policy number is 245.
[CUSTOMER][NEUTRAL] 2060
[AGENT][POSITIVE] OK, thank you so much give me a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth, mailing address and the email address, please.
[CUSTOMER][NEUTRAL] Uh, let's go with the date of birth is [PII]. The mailing address is [PII]. My email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, Mr. [PII]. And how may I assist you today?
[CUSTOMER][NEUTRAL] OK, after all of that, right?
[AGENT][NEUTRAL] Mhm. Well, yeah, I need to verify you are who you are.
[CUSTOMER][MIXED] Alright, sweet, I'm gonna try to make this. I'm gonna try to make, I'm, I'm, I'm gonna try to make this easy for myself because right now I'm having a lot of I'm having a lot of issues. It's not your problem, it's my problem. I got a feeling this is gonna be an issue.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So I'm resubmitting another form. I just picked it up today. Unfortunately what they did was they took the actual original form and made a copy of it. The problem with the with the copy is that I don't think that when it's sent to you guys, you guys are gonna accept it because it's not the original, it's not the one with the colored paper with the APL and all that. They gave me back a copy of it uh with the um.
[CUSTOMER][NEUTRAL] With the doctor's physician information on it. Why she did that, I have no idea.
[CUSTOMER][NEUTRAL] So I figured I said let me call APL.
[CUSTOMER][NEUTRAL] Before I take this paperwork to my employer because it's gonna go to my employer.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They're gonna fill in their portion of it. I don't know what they're gonna put in there, but the doctor's portion, which is the part where it says physicians uh information, she gave me a copy of it and she kept the original and I didn't think about it until I got it where I'm at. I'm like, why would you do that?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Because I'm thinking APL is not gonna accept that.
[AGENT][NEUTRAL] No, I mean, it will be accepted and, you know, sometimes we even email or fax claim forms, so it's not gonna have the colors like the original, so that is fine.
[CUSTOMER][NEUTRAL] OK, I, I was concerned about, that was my main, that was my main concern. I'm like, why won't you just give me the original that I gave you and you keep the copy.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But I just said I had to find out because uh what's going on [PII], to make a long story short.
[CUSTOMER][NEUTRAL] I'm getting ready to have knee surgery. I told them I'm gonna call the whole thing off because they were shucking and jiving with the paperwork. I said I've got to have the paperwork submitted to my employer so they can, they can send it on to corporate corporate's gonna put their information in there and then that information will be sent to APL. That's my understanding. So, um, you know, they've been, like I said, they've been shucking and jabbing.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] And I said, this is getting on my nerves. It's really starting to irritate me.
[AGENT][NEUTRAL] Yeah, I get that.
[CUSTOMER][NEGATIVE] And I said if you don't, and if you don't, and I told him I said if you don't stop doing it, I'm gonna just cancel the whole procedure because uh I'm not asking you to do anything that's abnormal. I'm asking you to fill out this paperwork so that I can get this one portion goes to you, the other portion goes to my union uh place so they know that I'm getting disability so that when I'm uh sitting back after surgery.
[CUSTOMER][NEGATIVE] I can have this stuff already done. I don't have you guys blowing up my phone. Hey, [PII], we need this, we need that because I'm gonna tell you I'm, I'm laid up right now. I can't move. I have surgery and uh I'm laid up. I can't do anything. I'd rather do this stuff now. They've had 2 months to get this business in order and then what happened was they canceled the um the surgery date. It was gonna be on the [PII].
[CUSTOMER][NEUTRAL] And then they decided, oh we're gonna move it back 2 days. I said, well, that's a problem. Why is it a problem? I said because my APL insurance, my job insurance are going with the [PII], not the [PII]. So that means that the paperwork has to be resubmitted. I have to have you fill out the paperwork again stating that it's gonna be on the.
[CUSTOMER][NEUTRAL] [PII] instead of the [PII].
[CUSTOMER][NEUTRAL] And that's when all the mayhem got started.
[CUSTOMER][NEGATIVE] It's like, well, I don't understand why they can't. I said, you know what? I'm not in the mood to have this conversation with you right now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I don't know why. I just know that's what they told me, so that's what you need to do. You do your part, I do my part, everybody's happy.
[CUSTOMER][NEUTRAL] Anyway, that was it, [PII].
[AGENT][POSITIVE] That would be nice though. Oh no, I get it.
[AGENT][NEUTRAL] But now, um,
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] So you have your portion, finally have your physician's portion, and you have your employer's portion of the form.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Or they are sending it.
[CUSTOMER][NEUTRAL] Yeah, what's going on right now? Yeah, OK, here's what, what, what, what I'm gonna fill in some blanks for you. So originally I had everything, originally I had everything done, but my employer decided to send it in early and of course someone from your organization called me back up. I have it on recording. Well, we're gonna deny your claim because they sent it in too early. I said I understand that. I know why they sent it in. They sent it in because they want to see if it was filled out correctly.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, the, the hospital I found out and the doctor, they changed the surgery date from the [PII] to the [PII]. Well, this happened about a week ago, so I had to scramble to get this new paperwork which I already have from APL. I went over to the physician's office and said, OK, you need to fill this out again.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And when you fill it out again, um, it'll have the 6 on it, and I told my employer the same thing, you'll get the same paperwork that you had before, you'll fill it out, it'll have the 6 on it. I'll fill out my portion.
[CUSTOMER][NEGATIVE] The the physician has filled out their portion and then we'll submit the part that goes to APL to them. That's the only reason why I called you as I said, because when I picked up this physician portion for APL, it was a Xerox copy. I'm like, uh, they might not want to accept it, so let me call because I don't wanna be on the road as a truck driver and have my phone ringing. Oh well, we can't accept this. I'm like, oh [PII], come on, give me a break. Uh, I don't need to. I don't need it.
[CUSTOMER][POSITIVE] So that's why I called and that was it. You answered my question. um, they'll take this copy and I'm fine with that. I'm gonna fill out my portion of it. I'm gonna make sure all the sheets are in order and I'm gonna submit it to my employer and they're gonna fill out their portion and then they'll send it on to you guys.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and if you like I can give you our fax number. It should be on the form, but so where they can fax it to us.
[CUSTOMER][POSITIVE] I actually have your, I actually, I actually have your fax number written down. I'm not looking at it right now but I know I have, yeah, I have, I got your fax number, phone number. I've even got extra uh claim forms because I, this was a real big deal.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] And I said I don't have time for people calling me up when I'm on the road. Well, I'm sorry. No, you're not sorry because you were sorry, you would understand I'm on the road. I can't have a conversation with you on the road. So I got what I need, [PII], thank you very much. You have a great day.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] You're welcome. Uh, you too, Mr. [PII]. Thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye.