AccountId: 011433970860
ContactId: e96b34ea-1578-473a-97e5-d8a6124ae2e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 733140 ms
Total Talk Time (AGENT): 257341 ms
Total Talk Time (CUSTOMER): 283463 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/e96b34ea-1578-473a-97e5-d8a6124ae2e7_20250620T18:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am, um, this is [PII]. I was calling you, uh.
[CUSTOMER][NEUTRAL] Get an update on my claim. It's been quite some time and I'm just calling to get a follow up here to see what's going on.
[AGENT][POSITIVE] All right, I'm happy to check on your claim. Do you by chance have a policy number?
[CUSTOMER][POSITIVE] Oh yes ma'am.
[CUSTOMER][NEUTRAL] It is 249.
[CUSTOMER][NEUTRAL] 5024.
[CUSTOMER][NEUTRAL] It's got dash S dash D.
[CUSTOMER][NEUTRAL] The guy is so.
[AGENT][NEUTRAL] Alright, let me pull this up here.
[AGENT][NEUTRAL] And then for security, I will need to please verify your date of birth and address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like at this time, Mr. [PII], we're still waiting on the medical records. I'm not showing anything's been received as of today. Um, so that's still the status on it, it looks like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I was just trying to figure some things out, ma'am, um.
[CUSTOMER][NEUTRAL] I know it's a 14 day whatever uh 2 weeks period after the uh.
[CUSTOMER][NEGATIVE] You know, initial claim is filed, but you know I've been out of work for some time and I'm scheduled to have surgery. Um, I don't have any income coming in at the moment, you know, all my bills are stacking up, you know, and that's one what's taking this process so long, you know, when, you know, I've been, you know, redistributed, you know, making payments to this, to this policy here, and, you know, it seem like it's dragging along and it's put me like, you know, you know, unpredictable situation here, you know, all my bills piling up.
[CUSTOMER][NEUTRAL] Put food on the table for my family here, you know, because I'm the head of household.
[CUSTOMER][NEUTRAL] So I'm trying to figure things out here to see what's going on. Is there any way we could speed the process up or, you know, get some things on the way here, you know, to make some, you know, to move ahead so I can get some, you know.
[CUSTOMER][NEUTRAL] Get some payments in here, you know, try to get caught up on some of my bills here, you know.
[AGENT][NEUTRAL] Mhm, um.
[CUSTOMER][NEUTRAL] I mean, cause, you know, I've been out of it since the 7th of all.
[CUSTOMER][NEUTRAL] You know, of, uh, May, you know, and, um, here it is around the 21st 20th.
[CUSTOMER][NEUTRAL] Of of June, you know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Me because my primary care doctor said, you know, so she fill out, you know, everything or whatever and you know, I'm trying to figure out what, what else paperwork is necessary or um, you know, and, um, you know, it's yes ma'am, it's causing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] I need some serious setbacks here, you know, and you know.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I've been to several hospitals and, um, you know.
[CUSTOMER][NEUTRAL] Already, um, you know, in.
[CUSTOMER][NEGATIVE] Frankly in pain they schedule for for a serious operation with a bulging disc.
[CUSTOMER][NEUTRAL] You know, and work at the very moment.
[AGENT][NEUTRAL] Um, so what I can do on this, Mr. [PII], is I can send um a request over to the people that do the disability claims and see if they can see what's taking, you know, if there's any way that they can expedite it, um, and then have them, you know, reach out to you directly, um, if there's any, you know, anything else, but the doctor is saying that they've already submitted.
[AGENT][NEUTRAL] All of their portion and all of that to you, correct?
[CUSTOMER][NEUTRAL] Yes ma'am, um,
[CUSTOMER][NEUTRAL] You know, um
[CUSTOMER][NEUTRAL] Everything was turned over, um, you know, to the, uh.
[CUSTOMER][NEUTRAL] I don't have any updates on the on the um I just I haven't been too long been to the emergency room and um don't have any updates on that or whatever and they just did a MRI but um.
[CUSTOMER][POSITIVE] You know, support us with everything needed from the [PII] when I was, you know, uh, originally.
[CUSTOMER][NEUTRAL] You know, um,
[CUSTOMER][NEUTRAL] Out of, you know, out of work, you know, what the claim is.
[CUSTOMER][NEUTRAL] You know what's posing the real, you know.
[CUSTOMER][NEGATIVE] Problem here.
[CUSTOMER][NEUTRAL] Basically
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, cause it looks like there was a request sent to.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right from your care doctor.
[AGENT][NEUTRAL] And the primary is stated that they sent over the information.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because basically all all you all you all you really need is, you know, when I became, you know, I was ineligible, you know, um, to work, um, I was on the [PII], you know, and up until now, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Yeah, there were two different requests sent to them. There was one set on [PII] and one set on [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So they had to send 2.
[AGENT][NEUTRAL] So, yeah, I mean, originally, it looks like they were asking for the dates from [PII] to [PII], but then it was amended and we were just asking for medical records from [PII] to [PII]. And that was on [PII]. So when did they say that they sent the information to us?
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] On the exact date but.
[CUSTOMER][NEUTRAL] I originally saying recently. No.
[AGENT][NEUTRAL] Yeah, I mean, cause they can fax the information or they can mail it, but if they fax it, it expedites the claim, of course.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] You said you would need all the billing to affect something else?
[AGENT][NEUTRAL] I'm just saying that I don't see that we've received the medical record request from the primary care provider. And so if we, I don't see that we've received that from them, so I was saying that they could fax it, that that would be quicker. I don't know if they mailed it, faxed it. Do you know?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] We'll be there in a few minutes. Right.
[CUSTOMER][NEUTRAL] Well, you know, she claimed it was sent over because I told her it was, you know.
[CUSTOMER][NEGATIVE] This process is really being really prolonged, drawn out and um.
[CUSTOMER][NEUTRAL] You know, and here I am, you know, feeling the bulk of it, and um she claimed that, you know.
[CUSTOMER][NEUTRAL] They sign everything in, um, is there any way you all can reach out to them to.
[CUSTOMER][NEUTRAL] You know, to re clarify, um.
[CUSTOMER][NEUTRAL] You're not gonna do so much from my end, um, I can, I can give her a call, but you know.
[CUSTOMER][NEUTRAL] You have appointments and be booked up and so forth.
[AGENT][NEUTRAL] Yeah, I mean, when did you, what date did you speak with them and they said it was sent. Do you recall?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Believe it was all.
[AGENT][NEUTRAL] Was it
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The people will set up and all to build it.
[CUSTOMER][NEUTRAL] your heart.
[AGENT][NEUTRAL] Because the request was only sent out to them on Monday.
[CUSTOMER][NEUTRAL] Uh, this money go?
[AGENT][NEUTRAL] Yeah, I'm just wondering if you had spoken to them prior to that or if it was this week.
[CUSTOMER][NEUTRAL] But I spoke with someone, um, today is, uh, today is, today is Friday, Thursday. I think I spoke with someone Wednesday or Tuesday, and they claimed it was sent out, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you have a contact number for the provider?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Do I have a contact number?
[AGENT][NEUTRAL] Yeah, I was wondering if you had a contact number for them.
[CUSTOMER][NEUTRAL] I, I, I don't have a contact number for the provider on.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I just have this number here, you know, they told me to call this number here.
[CUSTOMER][NEUTRAL] Because my wife, she's been having a lot of too, she might have a little more in-depth detail. Could you speak with her for a second?
[AGENT][NEUTRAL] Yeah I just I I can't reach out to your primary unless I have a number to contact them. The only other thing I can do is put in a request with a claims examiner and have them reach out to you directly in regards to it if you would like.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Um, I was just telling Mr. [PII] that I would need a number if you guys are wanting me to contact or reach out to the provider, to the doctor, the primary care, because I'm showing that we're still waiting on medical records from them.
[CUSTOMER][NEUTRAL] OK, they sent, um, when we did the form, when they first sent us the form, I took it to the doctor. They filled it out.
[CUSTOMER][NEUTRAL] And sent it back in. We sent everything back in.
[AGENT][NEUTRAL] So they had requested, they had sent a medical record request to uh [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And they were requesting the uh medical the claims examiner was requesting um medical records from 71 to [PII]. So that's what we're waiting on it looks like.
[CUSTOMER][NEUTRAL] OK, well, um, OK, I didn't know y'all sent a second form. I know she still got the first one.
[AGENT][NEUTRAL] So yeah, this was sent on [PII], which was on Monday, and we asked them to please send medical records from 71 of 23 to [PII].
[AGENT][POSITIVE] And then we ask them to either fax or mail them to us, but if they fax it to us, we'll definitely get this process much quicker.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, well, I'm about to call them right now because I didn't know that it was a 2nd form that they needed to fill out. I know they did the first one, so now they need to send in some medical records.
[AGENT][NEUTRAL] Right, so let them know that a medical record request was sent.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that there's a fax number and a mailing address but if that they need to fax it so we can get it done quicker for you guys.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so I'll right now.
[AGENT][POSITIVE] OK, sounds good.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh bye-bye.