AccountId: 011433970860
ContactId: ef524147-3330-43b5-b85f-c30d1c748e5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 829049 ms
Total Talk Time (AGENT): 293271 ms
Total Talk Time (CUSTOMER): 580100 ms
Interruptions: 10
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/ef524147-3330-43b5-b85f-c30d1c748e5e_20250603T20:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, good afternoon. I'm calling to uh check on my, uh, claim, uh, to, to check the status to make sure you guys received everything that's needed.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, of course, uh, I'm sorry, your name was?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Your name? OK, [PII], yeah, you did say that. Yeah, my name is um [PII]. It's [PII] like [PII].
[AGENT][NEUTRAL] And a good call back number?
[CUSTOMER][NEUTRAL] Uh, sure, that's area code [PII], [PII].
[AGENT][NEUTRAL] And what's the policy number under the claims?
[CUSTOMER][NEUTRAL] Uh, sure. It's uh 2607315.
[AGENT][NEUTRAL] Alright, let me look.
[CUSTOMER][NEUTRAL] Right, so while you're touring and walking, getting that done, um, you guys had, you know, I had sent the my portion and and the doctor's portion some time ago, early May, and my employer was taking a long time. They, you know, I gave them their information and they were taking a long time to report it, um, you know, um, fax it over to you guys, so I finally got a hold of the person in HR that handles that, you know, I, I wasn't given that till late.
[CUSTOMER][NEUTRAL] And um they sent it this past Friday into you guys on the [PII] so I wanna make sure you guys got it because typically I get a text when you guys uh you know receive a document and um right right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and can I get you to verify your date of birth?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Uh, sure, of course. That's [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] Uh yeah, uh, that's [PII].
[AGENT][NEUTRAL] OK, and let me check. You said they sent it on the [PII], correct?
[CUSTOMER][NEUTRAL] Right, mhm, her name, um, [PII] with HR from.
[CUSTOMER][NEUTRAL] BGSF.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][POSITIVE] Sure, sure, take your time, yeah, this is um.
[CUSTOMER][NEUTRAL] And they're trying thing on their part, so I wanna make sure.
[CUSTOMER][NEUTRAL] That was all.
[CUSTOMER][NEUTRAL] Done.
[CUSTOMER][NEUTRAL] And um
[AGENT][NEUTRAL] Alright, it looks like we received that on.
[AGENT][NEUTRAL] On that day, [PII], it was processed today, uh, [PII]. It looks like we just requested medical records, so it hasn't been denied or approved. We're just requesting medical records.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, actually, oh, OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] I see, um, OK, that's sometimes part of the process. The reason why I say that is, you know, this has been elongated, you know, as it is, and you know I paid into, you know, that while I was working, um, I plan to go back eventually, but, and this has just been elongated, you know, I'm a little bit disgusted with it.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, you know, as far as, you know, uh, me getting my short term disability, you know, I have bills coming in, but, you know, not, no income, uh, coming in. So, and like I said, that was more so on the employer's part for not giving the right information or I think one of the persons is actually holding on it like actually I talked with one of your associates and they put her on the line. This was another person and she even asked her the, you know, your associate, well that's something we do. Do we really have to do because we have.
[CUSTOMER][NEUTRAL] You know, seeing him in a month or so, so she wasn't gonna send it in. She was telling me she sent it to HR. I don't think she ever did. So it was taking 3 weeks, you know, and that, and that's, and that's crazy that she can just play with somebody's life like that. So I finally got a hold of HR myself and, and, and then they apologize, right, right. So, so this has just been elongated, you know. So is that part of the process, the medical records, you know, in other words, why we, why are we dragging this thing out as well, right.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] OK, so it looks like we did receive it and it looked like someone from claims uh requested the medical records from your doctor uh this morning.
[AGENT][NEUTRAL] Um, and then it looks like we will, we will send you a letter in the mail, um.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] Discussing all that, um, but no, we, we request the records from the doctor.
[CUSTOMER][NEUTRAL] Oh, OK, this is not untypical is what is that.
[AGENT][NEUTRAL] Right, right, that's typically what it is with the disability claim is uh we need the records, the medical records from the doctor, but, but we handle that, um, you sent in your portion.
[CUSTOMER][NEUTRAL] Is that what you're saying.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, oh.
[CUSTOMER][NEUTRAL] Right, yeah, a long time ago, right, so you can understand my, you know, oh my goodness, right, almost a month ago. So, uh, OK, um, so it's kind of hard for you to say. I know it's a process. It's kind of hard to say, right? I think someone said it could be 7 days to the 2 weeks or I, I don't know what's the if you can chime in on that. I don't know what.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Um, well, don't shoot the messenger, but we allow the doctor up to 30 days to to give us those medical records. Um, now you are able to call your doctor and say, hey, did anyone from ATL contact you? Can you go ahead and send my records over? Um, but we do allow them 30 days.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, OK, yeah, I'll do that.
[AGENT][NEUTRAL] Whether, whether they take it, well, yeah, whether they do it on their own time or if you need it quicker, um, you'll wanna talk to your doctor about that, but it, we allow them 30 days. Mhm.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Right, but you can see I'm going under and and this is, you know, getting so elongated, it's ridiculous, right, you know, uh, eventually I'll be before I get.
[AGENT][NEUTRAL] Yeah, that's why I would call and verify with your doctor if they could send those over um yeah.
[CUSTOMER][NEUTRAL] OK, oh, OK, OK, as soon as possible, right, and um.
[AGENT][NEUTRAL] Yes, because we did reach out to them this morning.
[CUSTOMER][POSITIVE] OK, well, I'm glad to hear that you got all the things that are needed now and it's just so, so that that's fine part. I mean it's just a 3 month claim. I, I, you know, but I guess you know that I'm not sure why we're getting a fine tooth here, but.
[CUSTOMER][POSITIVE] And I understand that you guys have to do your, your portion too, so I I understand that. No, no, no harm no foul, but OK, well, yeah, yeah, thanks for that updated information, uh, that I can put in my notes and I, I can reach out to them to see if they can help expedite that even though they did their part, you know, even though they kind of dragged their feet too, but they finally got it to me, um, so hopefully, so this nor so is this normal, you know, hopefully they won't mind doing that this, this, you know, I'm sure this is something they've done before, um, it's not right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, this is pretty typical uh for short term disability just just to verify that everything is correct yeah it it's pretty typical.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Mhm. So let's, let's hypothetical. I appreciate it [PII] explaining everything. So let's hypothetical they get it in later this week, um, and then, you know, so then there's still a process could be what, 2 weeks through 3 weeks, um, before I know or or if I look on my claim, you know, online on the portal or, uh, what's, you know, uh, what's, what's the time, you know, turnaround could be 1 week, 21 or 3 weeks, or what's the typical, you know, time around to process that.
[AGENT][NEUTRAL] You should be able to see it in the portal.
[CUSTOMER][NEUTRAL] You know, but like I said, hypo hypothetically, if they send it later this week, uh, what, what, what, what can I, you know, is it a 234 week process, you know what, alright.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] If they send it this week, um, it, it typically only takes us, um, like I said, like you were told earlier 7 to 10 business days for us to process the claim, and that's just, that's just, um, standard sometimes it takes a lot less just depending on how much they have to go through, um.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Every bit of information that is sent over we review all of it um whether it's relevant or irrelevant we just we like to to double check and verify that we've got everything so we say allow up to 7 to 10 business days and then uh disability checks typically come in on the [PII] of each month, um, and if this is short term disability depending on how long you're out for, you will need to fill out your portion every month until you uh have a return to work date.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] OK, yeah, my physician hasn't released me yet, but I had a little complication little procedure, right, OK, um, alright, fill out every month. I'm making some notes here, be my thing to do, OK.
[AGENT][NEUTRAL] Yeah, and a, and a lot of it doesn't really change it's just, you know, make sure that you're not working if you have any other income coming in. It's, it's basically that insured's portion you will fill that out um once a month after it's been processed, but um we should be able to, you should get a letter that says that, but just in case.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][POSITIVE] Right, I think one of your associates might have put in, please expedite as soon as possible. I don't know if you can add a note, uh, to that, but yeah, the, the sooner the better. And like I said, like you said, it's on, uh, my physi my physician's in as well, so I'll make sure I reach out to them, um, you know, now that I know that I didn't know that. So, but I'm glad you received, you know, whatever, you know, I think you got all the documents needed, and now unfortunately there won't be any unfortunately there won't be any retroactive or what you wanna say, um, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I filed early May, but unfortunately, you know, it, it will count how how that work it'll probably be if it does get approved it'll be June, July, they won't go back retro uh to um.
[AGENT][NEUTRAL] And I believe it's from the time the, the, uh, you went on disability.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so what's that mean in [PII]'s terms, um, whatever 3 months, whatever.
[AGENT][NEUTRAL] When you were unable to work, when you were unable to work and you had a doctor verify that you were unable to work.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So what's that mean and [PII] turn I, I need you to explain a little bit more. I'm sorry, you know, so that means, OK, [PII], you'll probably get paid for May or
[CUSTOMER][NEUTRAL] Alright, or whenever you know.
[AGENT][NEUTRAL] Uh, well, when did, is it due to an accident?
[CUSTOMER][NEUTRAL] Uh, uh, no, it was, you know, a procedure, just a medical procedure. It wasn't a job related, um, right, and, and she says I'm not, not up to part going back to work, um, just yet until, until I fully heal and some checks they have to do kind of an important stuff, um, you know, it might have I don't.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEGATIVE] Now it should be at the time the procedure was done and they deemed you unable to work.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if they, if they knew that you weren't able to work during or after the procedure, it should be during that time, uh, depending on the notes from the doctor.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right, that's kind of what they, um, that's.
[AGENT][NEUTRAL] Which, which we haven't gotten yet, so.
[CUSTOMER][NEUTRAL] Yeah, on, on that end, well, you got some but not right, um, and I think it did say it in the previous notes that the doctor saying that Mr. [PII] is, um, you know, uh, it's gonna be off for this and that's we're recommending because of shortness of breath, this and that, uh, with my condition.
[CUSTOMER][NEUTRAL] Um, so, right, OK, OK, so I, so I don't know how that will be handled. So that means, OK, if I, you know, this is all hypothetically, and I appreciate it, and you know, give me a little time on this. So, um, so let's say, you know, it is approved, God willing, um, you're saying, OK, if that's what the doctor mentioned, I think it was April or or or or May, you're saying that they'll retro back it it, you know, until the 3 months is paid out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, in other words, it won't start in June. They'll go back, is that what you're saying? or is that what you're.
[AGENT][NEUTRAL] That's my understanding, yes, it should be from the time you were not allowed to work.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Right, OK, OK, and then, um, but that'll mean that doesn't mean I'll get two checks, you know, it'll still be, right, right, they'll catch it up as.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Right, it shouldn't be more than, yeah, whatever your policy document says 60% or 80% of your income.
[CUSTOMER][NEUTRAL] You know, because we've been
[CUSTOMER][NEUTRAL] What I'm saying is we.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEGATIVE] Right, right, what I'm saying is we've been delayed, but that doesn't mean, unfortunately I just have to suck that in, right? That doesn't, you know, they're not gonna give me two checks if, you know, if it does get approved, it'll just start in June and then is that what you're saying, you know.
[AGENT][NEUTRAL] Um, the, the first check might be different because if it is retroactive, um, it'll have that in there. Yeah, you won't see it every time.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Yeah, I heard they're here. I, I heard they're, they, I, I heard, excuse me, I heard that, I'm sorry about that. I heard they hold one week back or something like that. I don't know if that's true, but that's not what I'm referring to. I'm referring to more than likely I will not get two checks, um, because this has been delayed and all that. Unfortunately I just had to suck it in and, and then so it would probably June, July, August, right? Is that what you know, hypothetically.
[CUSTOMER][NEUTRAL] That's what I'm trying to, you know, so I can put my so I can put everything together, my billing and who I have to pay and all that, OK, hypothetical, OK, got it, got you. That's how that works. OK, OK, well, very good. I, I.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And if you'd like, um,
[AGENT][NEUTRAL] Yeah, feel free to call back um sometime next week. If you call, if you call your doctor uh today or tomorrow. I don't, I don't know if they're closed yet. Um, and then, then give them a week before and you can check back with us or check on your online portal and then, uh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, OK, right, right, what's on a close right.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] We can help you with that status still to see if we're still needing something.
[CUSTOMER][POSITIVE] Right, OK, OK, very good. OK, that sounds good. I'm glad I got that information, you know, so I can kind of reach out to them probably tomorrow and um see what I can do to help it along because it's already been sold, you know, because my employer with other person.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, it it helps if you, if you mention hey can you help me out? Yeah.
[CUSTOMER][NEUTRAL] Yeah, you gotta stay on pizza, yeah, since it's been a, right, so, OK, OK, well it sounds very good. We'll, we'll do, and, um, and then like I said, I can occasionally look online too and see if there's any updates, um, in, in our call as well, you know, after a week or so is that would you recommend me calling or or or look online? what what?
[AGENT][NEUTRAL] Yes, you can look
[AGENT][NEUTRAL] If you're not seeing anything online you can you can always call us and and we can check for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK awesome awesome OK well I really appreciate it.
[AGENT][POSITIVE] Great, thank you so much for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] Same to you. OK, take care.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.