AccountId: 011433970860
ContactId: edb57c72-633e-4c76-8ab3-2b7bb2e1dc55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 799760 ms
Total Talk Time (AGENT): 251085 ms
Total Talk Time (CUSTOMER): 169389 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/edb57c72-633e-4c76-8ab3-2b7bb2e1dc55_20250620T13:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good morning, [PII]. How are you doing? Is, uh, [PII] in this morning?
[AGENT][NEUTRAL] Um, I can definitely see if she's available. May I have your name?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK, and Mr. [PII], um, does she know what it's in reference to?
[CUSTOMER][NEUTRAL] I spoke to her a couple of weeks ago. It's about a claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and do you mind if I place you on just a brief hold so I can reach out to her?
[CUSTOMER][POSITIVE] So I appreciate it, ma'am.
[AGENT][NEUTRAL] You're very welcome. Hold on one moment.
[AGENT][NEUTRAL] And you know what, just in case she asks, may I have your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure it's 255.
[CUSTOMER][NEUTRAL] 2846.
[AGENT][NEUTRAL] OK, I'll just
[AGENT][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII] is one of the um supervisors, so I'll just go ahead and get you verified for her and then um I'll reach out to her. Can you just verify your date of birth, mailing and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. Um, and do you mind if I place you on just a brief hold while I reach out to Crysta?
[CUSTOMER][NEUTRAL] Yes, sir. Go ahead.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Hey, how you doing?
[AGENT][POSITIVE] Hey, thank you so much for holding. I apologize for that wait. Um, I was trying to reach out to [PII], but I I do see that it does say busy, but I, I couldn't get to her. Um.
[AGENT][NEUTRAL] Is there something I can help you with?
[CUSTOMER][NEUTRAL] Well, I'm trying to see uh the uh status of my claim.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK, I spoke to her before because there was some discrepancy about the amount they pay and she clarified with me that it was uh.
[CUSTOMER][NEUTRAL] No wait time and it was $1500. It wasn't prorated, so it's I got this straight with her, but I'm trying to see what the status is. It took me a while to get it to you guys because when you bring it to work and you bring it to the doctor, it takes time, you know.
[AGENT][NEUTRAL] Right. OK. So I see some notes on here um from the [PII], when was that? Tuesday or Wednesday, that was Wednesday. Um, so the examiner that's working on your claim spoke with Dr. [PII]'s office, um, someone named [PII] in the office, and she confirmed that they did get the disability claim form and they faxed it faxed it to us on [PII].
[AGENT][NEUTRAL] Um, she did give her the diagnosis code over the phone, and she put it in the notes, but we can't, you know, we can't process the claim without the medical documentation. So she put everything in there, um, but we're just waiting for, let me see, yesterday about the diagnosis code, it'll take 7 to 10 days, um, but then she gave her the code verbally. OK, so once we get the actual documentation, she's gonna go ahead and just continue process or, you know, continue processing.
[AGENT][NEUTRAL] Um, she also said,
[AGENT][NEUTRAL] Let me see the show.
[AGENT][NEUTRAL] OK, she's waiting, she's also waiting on the paperwork so she can, she can see exactly what was approved for workers' comp.
[AGENT][NEUTRAL] So that they can make a decision.
[CUSTOMER][NEGATIVE] We can't even make a decision. I mean, uh, workers' comp is paying my salary while I'm out of work. I don't understand.
[AGENT][NEUTRAL] Right, so, so
[CUSTOMER][NEUTRAL] You lost me growing up, but how can we make this.
[CUSTOMER][NEUTRAL] Uh, I bought a, a, a, a policy from.
[CUSTOMER][NEUTRAL] Disabled uh.
[CUSTOMER][NEGATIVE] For a short term that they, they would pay me so much a month and that's what I, I, I, you just lost me on that one. So what they got to decide if they're gonna pay me or not.
[AGENT][NEUTRAL] No, so that's not what that's for. Anytime there's a worker's comp claim on a disability claim, you have to see what the workers' comp terms are, so that you can know if you have to make adjustments on your payment or if everything, you got to just see the clauses. So that's all they're just making, checking the paperwork.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] To make an adjustment. What kind of adjustment would that make up the way, the way I, uh, uh, when I bought this short term disability that, uh, there was no wait period, uh, that I would get $1500 a month.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, I'm right. So I'm not saying anything's changing with your benefits. We just have to, because we know there's a workers' comp case out there, we have to get it and I, I mean, I'm not an examiner, I'm just paraphrasing it. They just make sure that nothing is conflicting so that if we do get audited, they can't say, well, he had this insurance and this insurance, we got to make sure that you can have both. It's just making sure that you can, that you're able to have both. Some, some clauses, some
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Policies, if you have, if you have an open worker's comp, you can't have short term disability. So they're just checking everything so you can get your payout.
[CUSTOMER][NEGATIVE] Well, we need to clarify that because when I bought that, that's, that was the impression in other words, if you get hurt working and you disable, you know, you, that's, that's gonna be a short term disability, you know. I can't have both. I mean, I, I got hurt at work. That's why I workers comps paying me, you see what I'm saying? And I bought a short term disability in case this would happen to me, you see what I'm saying? So I just don't wanna see die because I've been paying a lot of money every month for this policy.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, sir. No, it's not just you specifically. It's just anytime workers' comp is involved, anytime there's multiple insurances, we all have to check with each other. It's nothing that you're doing or can it, it's just what we have to do.
[AGENT][NEUTRAL] Because she, if she was able to process.
[CUSTOMER][NEUTRAL] OK. So what
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Um, if she was able to process it just verbally, she has everything in here. We could have gone, you know, just done it with the verbal, we just have to wait for the paperwork and that's all.
[CUSTOMER][NEUTRAL] Wow. OK. Sure it takes a long time, huh.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So how long do you think I have to wait then?
[AGENT][NEUTRAL] So we usually say 7 to 15 business days from the day we receive it, unless there is delays or something, um, which can, you know, deter it a little bit, but
[AGENT][NEUTRAL] Usually it's 7 to 15 business days.
[CUSTOMER][NEGATIVE] They don't tell you all this when they, when they, when they come to sell insurance in the police department, you know, they just come tell you certain things and it's $40 something dollars every two weeks that you pay for insurance. And now I'm, I'm running to all these snacks, you see what I'm saying? I, I'm gonna wait for uh.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] You know, I try to be mean, but I just think this, this is kind of, I don't understand, you know.
[CUSTOMER][NEUTRAL] So I, I gotta wait.
[AGENT][NEUTRAL] No, I completely understand what you're saying.
[CUSTOMER][NEUTRAL] I mean, alright, I'm gonna check back.
[AGENT][NEUTRAL] Especially when the bills are coming in.
[CUSTOMER][NEUTRAL] Exactly, I'll check it another week then.
[AGENT][NEUTRAL] OK, and I'll go ahead and note the policy. Again, my name is [PII]. I'm the only [PII] here. If you have any questions or anything, I'll be more than happy to assist you. Um, but was there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Um, uh, and I appreciate your time and trouble.
[AGENT][POSITIVE] You're very you weren't in trouble at all, but you're very welcome. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too, ma'am bye bye.
[AGENT][POSITIVE] Thank you, bye bye.