AccountId: 011433970860
ContactId: f974be62-9fa8-4e18-bc5b-c76ac1823e9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2059080 ms
Total Talk Time (AGENT): 307285 ms
Total Talk Time (CUSTOMER): 730479 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/f974be62-9fa8-4e18-bc5b-c76ac1823e9e_20250207T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Well, I don't know. I worked through innovative staffing solutions in [PII] forgive.
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEGATIVE] I'm not gonna be trying to contact my HR department and everything else again because they've been I've been sent to talk to y'all and then back to talk to HR and everything else and I've been.
[CUSTOMER][NEUTRAL] I've been back and forth probably since Monday.
[CUSTOMER][NEUTRAL] Um, apparently.
[CUSTOMER][NEUTRAL] We have that are offered to us.
[CUSTOMER][NEUTRAL] Through work
[CUSTOMER][NEUTRAL] And they staffing solution.
[CUSTOMER][NEUTRAL] There are numerous different health plans we have options to choose from.
[CUSTOMER][NEUTRAL] Some of them have physical therapy as a part of them, some of them do not.
[CUSTOMER][NEUTRAL] And I know last year I had physical therapy, and for some reason this year I did not.
[CUSTOMER][NEGATIVE] The only question I have had, which nobody seems to be able to answer for some reason.
[CUSTOMER][NEUTRAL] I which plan do I need to add to or supplement to what I already have in order to have physical therapy available in order for me to do my physical therapy so I can go back to work after the surgery I've had.
[AGENT][NEUTRAL] What is your policy number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] I do not know my policy number since I have had surgery. I am stuck up with my mom, so I do not have access to all that except my house.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] But I can give you the last four digits of my social, or whatever else you need.
[AGENT][NEUTRAL] One moment please. OK, one moment, thank you.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] What is your last name?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] And as you can pretty much imagine since it's now Friday, I am getting extremely frustrated because I should have already at least had one or two physical therapy sessions.
[CUSTOMER][NEUTRAL] And I feel like I've been trying to take my own tail all week.
[CUSTOMER][NEGATIVE] And getting absolutely nowhere, not even in a circle.
[AGENT][NEUTRAL] OK, OK, give me one second, let me get your policy pulled up.
[CUSTOMER][NEUTRAL] I know it is not currently a part of the one I have.
[CUSTOMER][NEUTRAL] I need to know what
[CUSTOMER][NEGATIVE] I have to add to it or what I need to change in order for that to be a part of it because I have to have physical therapy in order to return to work.
[CUSTOMER][NEUTRAL] Ah
[AGENT][NEUTRAL] And what state do you live in, Ms. [PII]?
[CUSTOMER][NEUTRAL] I live in [PII], sweetheart.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, my
[AGENT][NEUTRAL] and verify your
[CUSTOMER][NEUTRAL] And I work at.
[CUSTOMER][NEUTRAL] Verify what sweetheart?
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Your date of birth?
[CUSTOMER][NEUTRAL] I said, well, you
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and verify your complete mailing address please in [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Deep breath for this [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And it's [PII] yeah, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I usually feel it because for some, some reason people always end up here in [PII] instead of [PII].
[AGENT][NEUTRAL] And your
[AGENT][NEUTRAL] OK, OK, I understand.
[AGENT][NEUTRAL] OK, and your email address please?
[CUSTOMER][NEUTRAL] I don't use it, but anyway, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] I don't use it because it's just too much of a pain in the butt.
[AGENT][NEUTRAL] OK, alright, thank you for that. OK, I was just trying to find your policy now. I found your policy since you didn't have your policy number. Give me one second, see.
[AGENT][NEUTRAL] And you're trying to add physical therapy, OK, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I just know that for some reason it's not a
[CUSTOMER][NEUTRAL] And see, I, I think that out of the ones they had, I got the one just below the top one we had.
[CUSTOMER][NEGATIVE] And so I just don't understand my physical therapy is not part of it.
[AGENT][NEUTRAL] Yes, yeah.
[CUSTOMER][NEUTRAL] And I had it last year.
[AGENT][NEUTRAL] Last year, well the pol OK the pol I did find the policy for you, Miss [PII] and it shows that um.
[AGENT][NEUTRAL] Physical therapy was not a portion of part of your policy.
[AGENT][NEUTRAL] And it shows that you have.
[CUSTOMER][NEUTRAL] Yeah, I had a, I had a
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Uh, I also had a sup supplementary medical card last year, but my daughter has moved out, so I don't have that this year.
[CUSTOMER][NEGATIVE] And I never knew that physical therapy was not a part of my, the one I already had because every time I had physical therapy sessions, I still got some, some kind of paper from APL but it also still said this is not a bill.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, you know,
[AGENT][NEUTRAL] Yes, ma'am. And
[CUSTOMER][NEUTRAL] I didn't know what was going on with that.
[AGENT][NEUTRAL] Yes ma'am, and what those were were explanations of benefits and I see where you've called um the past couple of days like you said, um, and we were and now the policy that you have that I was able to find it shows that you had it since [PII], so [PII], yes, and.
[AGENT][NEUTRAL] The policy that you have with us, it does not cover physical therapy, but you mentioned you had a supplemental policy. Do you remember who that was with?
[CUSTOMER][NEGATIVE] I did have, I did have, but since my daughter decided to go live with her dad for a while, that means I make too much money to have mine. So I no longer have that. So I have to figure out what I got to change or what I got to add to this so that I have this therapy as a part of my policy.
[CUSTOMER][NEGATIVE] Because I have to do this in order to return to work.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I currently can't.
[AGENT][NEUTRAL] And I do apologize, Ms. [PII], it's not available for this particular policy, um, but now you want to know which plan may, you may be able to get that includes physical therapy. Is that correct?
[CUSTOMER][NEGATIVE] I just, yeah, I just need to know what I've got to do in order to have physical therapy as part of it because I've got to get this started and done. I should have done had at least 2 sessions by now and I have not had any.
[CUSTOMER][NEUTRAL] And you only get a certain amount of FMLA a year and this has to be completed prior to before me going back to work.
[CUSTOMER][NEUTRAL] I'm not one of them people that likes to sit at home.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I will go insane.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so let's see hm.
[CUSTOMER][NEUTRAL] I don't know if there's some kind of little supplement thing that I can add to it for the time being until I can get this done or what. Last time I was on physical therapy, I had to take it for about 6 6.5 weeks and I was completely done.
[CUSTOMER][NEUTRAL] And right now I'm already 2 sessions behind it, about 2 sessions a week.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me, uh, let me place you on hold please, um, Ms. [PII], OK, one moment.
[CUSTOMER][POSITIVE] Yes, ma'am. You do what you gotta do, sweetheart.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm just tired of being in pain.
[AGENT][NEUTRAL] OK, yes ma'am, one moment please.
[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] It's not, it's just not covered under here.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, is it a muffin kind of day student it's Friday.
[AGENT][POSITIVE] OK, thank you so
[AGENT][POSITIVE] OK, thank you so much for your patience with [PII]. OK, um.
[AGENT][NEUTRAL] Miss [PII]? OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yes ma'am, um, OK, give me one second, my phone is technical difficulties here.
[CUSTOMER][NEUTRAL] Hang on just a second. I have, I have a special needs kid that has just gotten up and he's just kind of being a little loud.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Put the bowl down, let me finish what I'm doing, and then I will let you come back in here.
[CUSTOMER][NEGATIVE] OK? Because you are just rattling and slamming things and just too loud.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] All right. Go on back to your room. I'll holler at you in a minute.
[CUSTOMER][NEUTRAL] With about 5 cans short of a 6 pack today.
[AGENT][POSITIVE] OK, I'm sorry about that. OK, yes ma'am. Now you're, you're, as you say you work with innovative staff solutions and with that being said, innovative staff solutions.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Is that, yeah, that's
[CUSTOMER][NEUTRAL] It's out of [PII], forgive.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am. Now, as far as what you can choose this particular and you're with a group, so it's not like you there's an individual.
[AGENT][NEUTRAL] With the groups it it has to be a group, um, how can I say this, um.
[AGENT][NEUTRAL] You're only allowed to select what the group has for you to select from.
[AGENT][NEGATIVE] And with this particular group, it did not have physical therapy, does not have physical therapy benefits available.
[AGENT][NEUTRAL] What you
[CUSTOMER][NEUTRAL] Now, what kind of sense does that make when it's a factory and injuries do occur in factories? I mean, really.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm not certain as to why, uh, I'm not, I'm not sure, Ms. [PII]. I'm sorry.
[AGENT][POSITIVE] I'm sorry. I can't ask that question for you. I'm so sorry.
[CUSTOMER][NEGATIVE] OK. Well, I, I have to have physical therapy. So, I mean, it's kind of pointless for y'all to provide insurance for people when if they get hurt or something and they are required to have physical therapy in order to get better, or they have to have something that's been a long-term problem, I mean, that, that makes absolutely no sense whatsoever.
[CUSTOMER][NEUTRAL] I mean, what kind of
[AGENT][NEUTRAL] And the pulse, yes, ma'am I'm sorry, go ahead. I'm sorry, go ahead.
[CUSTOMER][NEGATIVE] I'm just saying that makes no sense.
[CUSTOMER][NEUTRAL] I mean, you cannot really work anywhere without, you know, especially when you're, you get to certain ages and stuff like that, you cannot not have physical therapy as part of your medical thing.
[CUSTOMER][NEUTRAL] So, what I wanna know because do the brokers stuff for us through ISS.
[CUSTOMER][NEGATIVE] said that I had to call y'all to figure out what we had to do in order for me to have physical therapy. Now, I've been told to call y'all, and then I've been told to go turn around and call them back and, and back and forth. I said, I, I'm confused. I don't know which direction to phone call anymore, but I know we got to figure something out here.
[AGENT][NEUTRAL] Let me see if I can connect you with someone that can assist you better, Ms. [PII]. Give me one second as to what is available.
[CUSTOMER][NEGATIVE] It's not that you're, it's not that you're not, it's not that you're not helping, honey. I just, this makes absolutely no.
[AGENT][NEUTRAL] Honestly, yes, ma'am.
[AGENT][POSITIVE] You don't have to apologize, Ms. [PII]. You don't have to apologize. You do not have to apologize or I understand, um.
[CUSTOMER][NEGATIVE] I'm just getting extremely frustrated here because I have to go back to work and I can't do it without physical therapy.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEGATIVE] And this was not something I could get out of not doing because, I mean, when you have a hip joint that's trying to completely come out of its socket, because the socket is no longer a viable socket to use because the arthritis and it has gotten so bad that your legs are bowing out and you walk like a chicken who's been, had its legs broken and just shoved back into place and somebody taped it to make it look like it could walk for a while, you know, eventually something's got to be done about that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, give me one moment, Miss [PII], OK, one moment please.
[CUSTOMER][NEUTRAL] If you are on hold.
[CUSTOMER][NEUTRAL] Ferring
[AGENT][NEUTRAL] I can't remember this color.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Miss [PII], I'm still, I'm still trying to, Miss [PII], I'm still trying to figure something out for you, OK? Get someone to assist you first, OK?
[CUSTOMER][NEUTRAL] I, I, I'm still here. I'm just being quiet and letting you talk.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, can. OK, alright, OK, I'm gonna put you back on hold. I'm so sorry. I'm just, I'm, I'm trying. OK, please.
[CUSTOMER][MIXED] I know you are and I appreciate it, hon. I just, I, I, I mean, you know, I can't just lose my job because I can't go to physical therapy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes. OK, all right, one moment please.
[CUSTOMER][NEUTRAL] Yes, ma'am. You are on hold.
[AGENT][NEUTRAL] Oh Lord.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh my [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, Miss [PII], thank you so much for your assistance and your, your patience with me. I appreciate that. Now, I just spoke, Miss [PII]. OK.
[CUSTOMER][POSITIVE] I'm listening. I just don't interrupt. I try not to interrupt people when they're talking.
[AGENT][POSITIVE] OK, thank you. OK.
[AGENT][NEUTRAL] OK, OK, thank you. Now, I was asking if, if physical therapy can be added to your, your plan and no, ma'am, it, it cannot be. um, the plan that you have is a set plan. um, and no, ma'am, it cannot be added.
[CUSTOMER][NEUTRAL] So, what, what are they supposed to do when y'all have insurance for places like Gibbs and Audubon and things like that, and they have to have a surgery and surgery requires physical therapy. I mean, what are they supposed to do so they can go back to work?
[AGENT][NEUTRAL] And I apologize, it's, it's not, it's not covered um.
[AGENT][NEUTRAL] This
[AGENT][NEUTRAL] OK, I'm still reading something. Give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I just don't see how y'all can offer people insurance and not have physical therapy a part of it, if they have to have some type of surgery that's required for them to be able to physically move.
[AGENT][NEUTRAL] That's fine and the plans are built into, OK, um, the plan that you have is a, it's a very limited plan. It's a very, very limited plan.
[AGENT][NEGATIVE] Very limited and
[AGENT][NEUTRAL] Let's see, got to see if the plan has one for them.
[AGENT][NEGATIVE] None of the plans have that built into the plan design, so no, ma'am, it cannot be added.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] Well, I guarantee you, once I get everything fixed and find a way to get through physical therapy, I won't be having any.
[CUSTOMER][NEGATIVE] Because I mean, it's, it's ludicrous. That was the whole reason why I got insurance was so that I'd be able to have physical therapy and stuff after I had to have these surgeries because we ain't had any temp service, stay long enough for me to have FMLA in order to get these surgeries. I should have had these surgeries over 10 years ago.
[CUSTOMER][NEUTRAL] But every time we'd get close for me to be able to take them and take the time off the FMLA.
[CUSTOMER][NEUTRAL] They switched temporary agencies on it.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And this is the first time we've had a temporary agency that provided medical insurance that did not have any kind of physical therapy for people that had to have a knee surgery or a hip total hip replacement surgery like I've had to have on both sides and not have some form of physical therapy as a part of any of the medical plans.
[CUSTOMER][NEGATIVE] That does not make sense.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] But I, I can pretty much guarantee I won't have the medical insurance after I get through figuring out how to do, I'm gonna do physical therapy.
[CUSTOMER][NEGATIVE] I'm not gonna pay that much for insurance that they can't do something even that simple. I'm not doing it.
[AGENT][NEUTRAL] Yes ma'am, I understand.
[CUSTOMER][NEUTRAL] That's a
[CUSTOMER][NEGATIVE] That's a waste of time and money.
[CUSTOMER][NEGATIVE] I mean, they don't even, I can't even seem to, I have a sugar resistance problem, and I have tried every form of getting on the little shots that I can get on that are specifically for the weight loss, with the change of diet and the exercise program and everything else, you got to add all three of them because they wanted me to lose weight. And for some reason, I can't even get a straight answer about using that bound, which is specifically made for sugar resistance.
[CUSTOMER][NEUTRAL] And weight loss. It has nothing to do with
[CUSTOMER][NEUTRAL] People who, who are diabetics.
[CUSTOMER][POSITIVE] And I've been trying to get back on some form of that so that I could help keep my weight down, so that this surgery and recovery would have been just as simple and easy as the first one.
[CUSTOMER][NEGATIVE] But we can't even seem to get a reply on that one. And I know we have two different
[CUSTOMER][NEUTRAL] Forms of pharmacy.
[CUSTOMER][NEUTRAL] Uh, thing, one of them is called Farmers Vale and one of them is called, I don't remember what the elixir or some crap.
[AGENT][NEUTRAL] For myvius.
[CUSTOMER][NEGATIVE] One of them is preventing, one of them is preventive medications only, and the other, I don't know what the crap it's for. I mean, but, you know,
[CUSTOMER][NEUTRAL] I have a sugar resistance problem which is why I limit the amount of sugar I intake anyway.
[CUSTOMER][NEUTRAL] Because I am also what's considered borderline diabetic, but you can't have diabetic medication unless you're a full-blown diabetic. So,
[CUSTOMER][NEGATIVE] I went after some that would specifically target being overweight, so that I could prevent that. I still, it's been 6 months. I haven't been able to figure out why I can't get one of those.
[CUSTOMER][NEGATIVE] But the no physical therapy thing, that, that takes the damn cake.
[CUSTOMER][NEGATIVE] I just don't see how anybody can provide medical insurance and not have physical therapy as a part of it in some way, fashion or form. Hell, even medical cards have a form of physical therapy. They only allow you a certain number of them a year, but you still have physical therapy on just about every plan they got.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] I'll call the broker dude back that, that we have that goes for y'all because he wanted to know if there was anything they could. I was supposed to call him back if there wasn't anything they could do about that because that's ridiculous.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Rest assured, I, I, once I get all this figured out, I will not have the medical insurance no more. It's not worth it if they can't even do physical therapy.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEGATIVE] You fall down walking down the street and you break your ankle, you're gonna have to have physical therapy to fix it. What's the point in having insurance if you don't have physical therapy?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Well, I thank you for trying, but
[CUSTOMER][NEGATIVE] This, this is just not an insurance I'm gonna be wanting to keep.
[AGENT][NEUTRAL] Yes ma'am, I understand.
[CUSTOMER][NEUTRAL] All right, well, I gotta get off here so I can call her back so I can let her know that there ain't nothing y'all can do because apparently, even though I got one form of y'all's thing telling us y'all do have physical therapy for certain plans, but apparently none of y'all negotiated with us with habits, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, well, thanks for trying, but I'm gonna get a hold of [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So she can tell whoever it is that y'all don't have any policies that are available to any of us that we can use that with.
[CUSTOMER][POSITIVE] All right. I'm getting off here.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Have a good one, ho.
[AGENT][POSITIVE] Yes ma'am, you too, Miss [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Mm. Yeah, bye.
[AGENT][NEUTRAL] Bye bye.