AccountId: 011433970860
ContactId: 01600f9f-f921-4070-8e3b-a0ea7f6b83f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 509040 ms
Total Talk Time (AGENT): 189221 ms
Total Talk Time (CUSTOMER): 145844 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/01600f9f-f921-4070-8e3b-a0ea7f6b83f4_20250107T19:15_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I, um, calling regarding my claim.
[CUSTOMER][NEUTRAL] I'm trying to get an update of the claim. Let me, let me give you, um, let me give you the.
[CUSTOMER][NEUTRAL] The um, the policy number?
[AGENT][NEUTRAL] OK, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], um [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. May I have your policy number?
[CUSTOMER][NEUTRAL] 2453.
[CUSTOMER][NEUTRAL] 236.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Email address is [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um I think I just see the claim here. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, so the claim finished processing as of [PII]. Um, so there's a total of $5000 that's being sent to you. Now, because it just finished yesterday, let me see if it will show me like a check or direct deposit. OK, you have direct deposit. So, um, most likely it went out to your bank today, well, this morning at [PII], um.
[AGENT][NEUTRAL] So you should, depending on your bank, we usually just say 3 to 5 business days.
[CUSTOMER][NEGATIVE] So then, so you say that I, they send me 5 $1000 so they're not paying me for the.
[CUSTOMER][NEUTRAL] The um
[CUSTOMER][NEUTRAL] What month they pay me?
[AGENT][NEUTRAL] Let me see what this is.
[CUSTOMER][NEGATIVE] Because that's not it, that's not the way it's supposed to be while the country was, you know.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] OK, so the critical illness benefit amount has been processed. So this is the first um critical illness benefit, and you're being paid for [PII].
[CUSTOMER][NEUTRAL] OK, yeah. So what about the remaining month?
[AGENT][NEUTRAL] I don't, hold on one moment, let me look at the, what is it supposed to be? How, how many months is it supposed to be?
[CUSTOMER][NEUTRAL] So it's from May.
[CUSTOMER][NEUTRAL] Um, well, maybe because I'm still sick, I'm still, I'm still, um, the paper that I'm still sick and the paper that I submit to the, to the, um,
[CUSTOMER][NEGATIVE] The doctor had filled and showing that I'm still, I'm still um under the care and I'm so sick. So I supposed to get paid from May.
[CUSTOMER][NEUTRAL] To December now.
[AGENT][NEUTRAL] Right, but this isn't like short-term disability. This is your critical illness policy.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, um, yes, critical illness, but I'm still, I'm still not releasing, I'm still disabled.
[CUSTOMER][NEUTRAL] The benefits supposed to be monthly, not just 11 time.
[AGENT][NEUTRAL] OK, wait a minute. Let me pull up your policy. Hold on one second.
[AGENT][NEUTRAL] Do you mind if I place you on just a brief hold so I can look into this for you? OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mrs. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you so much for holding. I apologize for that wait. So I just looked over your policy, so critical illness doesn't pay out like a disability claim would like monthly. You're paid a lump sum depending on whatever the critical illness was. So for a spouse, you were paid for a stroke at $5000 which is the max.
[AGENT][NEUTRAL] I don't know what you mean by monthly. There's no monthly payments with the critical illness policy.
[CUSTOMER][NEUTRAL] OK, so you said, you said in that.
[CUSTOMER][NEUTRAL] So it's not uh
[CUSTOMER][NEUTRAL] It's not like um short term disability or long term disability.
[AGENT][NEUTRAL] Right, like if this was a short-term disability policy and your doctor took you out from like May to December, then yes, you will receive that disability benefit, whatever the amount would be monthly, but that's not this. This is a critical illness, so anytime something happens, the policy would pay out a lump sum based on, you know, whatever has occurred.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And there's a benefit for you and for your husband. So usually the
[CUSTOMER][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Insured, the spouse is half of whatever the insured would be, so like if this was paid out to your husband, it would have been 10,000.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] So it's only one time. It's not, it's not like um.
[CUSTOMER][NEUTRAL] It's not like um mostly for my husband also too.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, it's, it's only one time, um, depending on the ill, you know, whatever has occurred, but it's not a monthly payment.
[AGENT][NEGATIVE] That you received, that's more like disability.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] No problem, so, um, I'm just going over the um
[CUSTOMER][NEUTRAL] Uh, your the benefit schedule.
[CUSTOMER][NEUTRAL] Um, I did not, we did not understand that way.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] No, I said not um.
[CUSTOMER][NEUTRAL] Um, um,
[CUSTOMER][NEUTRAL] Under understand it that way because I I thought.
[CUSTOMER][NEUTRAL] The one is gonna be the mother's day by day.
[CUSTOMER][NEUTRAL] OK, it's not about.
[CUSTOMER][NEUTRAL] And then I'm gonna work.
[CUSTOMER][NEUTRAL] OK, so, OK, I will, um.
[CUSTOMER][NEUTRAL] OK so um.
[CUSTOMER][NEUTRAL] Well, I will, um.
[CUSTOMER][NEUTRAL] I will call back.
[AGENT][NEUTRAL] OK, well, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's fine. Thank you.
[AGENT][POSITIVE] All right, you're very welcome. And again, all the information provided was a verification of benefits, not a guarantee of payment. And thank you so much for calling APL, Mrs. [PII]. I hope you have a great day and happy New Year.
[CUSTOMER][NEUTRAL] Like