AccountId: 011433970860
ContactId: e9df7d57-9e74-4bdb-852d-36cd676f7fa6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 562169 ms
Total Talk Time (AGENT): 75244 ms
Total Talk Time (CUSTOMER): 315423 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/e9df7d57-9e74-4bdb-852d-36cd676f7fa6_20250609T20:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the care team at APL. I have a Ruben Valentine on the line, uh, policy number 2607.
[CUSTOMER][NEUTRAL] 315.
[CUSTOMER][NEUTRAL] And he calls a couple times a week checking on his uh short term disability claim. uh I do see that we requested medical records from his provider and then I saw someone uh had talked to him saying that they still need that uh he said that they, he called them and they said that they turned it in when I tried to click and open it up it was saying that it wasn't letting me do it like through Onase so I think I need to restart my Onase.
[CUSTOMER][NEUTRAL] Um, but I didn't know if you would be able to look into that for me, um, since I'm unable to, but it's for the only claim on there but it's the inactive one, claim 3608609.
[CUSTOMER][NEGATIVE] And I'm unable to pull it up. I've, I've all double clicked it and I've looked it up and my own base is doing something funky.
[AGENT][NEUTRAL] We still need, we still need medical records. We haven't received anything.
[CUSTOMER][NEUTRAL] OK, we still haven't gotten anything?
[AGENT][NEUTRAL] But you can send them over, yeah, but if you need to send them over you can.
[CUSTOMER][NEUTRAL] OK, yeah, because he was asking some questions of the process that I just don't know the answer to.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK and um what is your name one more time?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] By, OK, I'll introduce you to him, um, and let him know that I'm transferring him. Thank you so much.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] All right [PII], are you still there? Uh, yeah, I'm still here. I, I have [PII] from claims support and she's gonna help you with uh those questions that you had regarding your claim, OK? OK, OK, great thank you so much.
[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII], and how can I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, good afternoon, [PII]. Yeah, um, I'm calling to, I, I, because I talked with your associate there, your rep, um, about my claim, and, um, I talked with my physician last week I guess you guys have requested, um, medical records, a little bit more information and, uh, she understood the urgency of it, the nurse and and she said you guys had faxed it over, which I appreciate and that she was gonna fax it back over so I'm pretty sure that they did that, um, that was last Wednesday I believe.
[CUSTOMER][NEUTRAL] Um, or, no, actually it was last [PII], so, um, your, um, team member mentioned to me that it's kind of hard for her to tell if that has, um, you know, is that set with a metal examiner or not, so I was wondering if there's any way to prompt that so we can expedite this. It's been, you know, almost 2 months.
[AGENT][NEUTRAL] OK, so as of today we have not received that information back from the doctor's office, so we're still waiting on medical records.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Oh, OK, um, how would you know that, uh, because, yeah, they, they, they mentioned to me that they were gonna get it out that week last week, uh, could it be sitting in one of your, uh, queues or.
[AGENT][NEUTRAL] No sir, once it comes in is uh it is put in the system and I'm not showing that we have received anything as of today.
[CUSTOMER][NEUTRAL] OK, OK, well I'll reach back out to them and as your um associate uh mentioned it if it's easier then maybe I'll go by and pick them up myself and make sure to get back over to you guys because this is just, you know, taking forever so um is that something I could do?
[AGENT][NEUTRAL] Uh, usually they have to be.
[AGENT][NEUTRAL] No, usually they have to be submitted in by the doctor's office.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Oh, OK, so she may have gave me wrong information. OK, person that was just on the phone, OK, um, OK, alright, well I'll reach out to them and, um, and see what, you know, what's going on so we can get this moving, right? It's been a long time, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, alright, I'll let them know. I appreciate it. Uh, one other thing, no, one other thing I did, no, one other thing I did, yeah, I did mention to your associate there that, um, I noted on a portal, um, that I wasn't able to, uh, get in, so I'm not sure the status of my, um, you know, insurance with you guys at this time. Um, I am on a short term, uh, disability leave for my position and then, you know, plan to go back at some point, but, um.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there any way you can check that or or.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, uh.
[AGENT][NEUTRAL] So when you, when you're trying to get in, I mean what message are you getting?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, yeah, I believe it's saying, um, and what was it saying? I can pull it up right now.
[CUSTOMER][NEUTRAL] I did have somebody kinda uh doing some work on my computer that shouldn't have been. I thought they were a part of, you know, Microsoft, um, when I found out they weren't, I think they were, you know, when I called a certain number they were trying to get finance, so hopefully they didn't, they downloaded my whole computer hopefully they didn't mess that up, um, before I finally realized they weren't the real people and got rid of them. OK, um, yeah, uh, yeah, if you don't mind holding, I'll pull it up, see what I was looking.
[CUSTOMER][NEUTRAL] Looking for my picture, but I'll pull it up now, see what it says.
[CUSTOMER][NEUTRAL] We're not sure what you're showing them.
[CUSTOMER][POSITIVE] Give me a minute, putting one of my favorites and pulling that up.
[CUSTOMER][NEUTRAL] Says we can't seem to find your account, so maybe I, I don't have the right um user that you know maybe I broke down the wrong users and I have the password. Is there any way you can help me with that? what is.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] There was an upgrade done to the online service center, uh, so you may have to re-register again.
[CUSTOMER][NEUTRAL] Uh hm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, you're thinking maybe something.
[AGENT][NEUTRAL] So you may have to try, yes.
[CUSTOMER][NEUTRAL] OK, um, OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, um, because you're not able to see, see my, my email address.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, give me a second, I can check to see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] User one.
[CUSTOMER][NEUTRAL] I guess that would be the user.
[CUSTOMER][NEUTRAL] I'm pretty sure.
[AGENT][NEUTRAL] Can you verify your email address for me?
[CUSTOMER][NEUTRAL] Uh yeah, uh, [PII].
[AGENT][NEUTRAL] OK, that's what we have in our system.
[CUSTOMER][NEUTRAL] And I, yeah, I, and I did copy the password on my, you know, my, and it's not taking it so you're thinking that upgrade must have, uh, you don't think you guys put me out yet or pushed me out or anything but yeah.
[AGENT][NEUTRAL] No, I don't think that we did, um, you probably just need to register due to the upgrade that was done.
[CUSTOMER][NEUTRAL] 66
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right, and then, um, OK, OK, alright, well, we'll do. OK, well thank thanks for your help, [PII].
[AGENT][POSITIVE] OK, have a great rest of your day, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah
[CUSTOMER][POSITIVE] You too. OK, thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Go