AccountId: 011433970860
ContactId: 03188731-47d0-4bbe-9ab8-a19975378e17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1211739 ms
Total Talk Time (AGENT): 530790 ms
Total Talk Time (CUSTOMER): 438254 ms
Interruptions: 8
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/03188731-47d0-4bbe-9ab8-a19975378e17_20250129T16:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I had a question. Um, I had submitted uh a counter claim. I'm just looking for an update since I no longer see it, um, have a claim on uh, on my.
[AGENT][NEUTRAL] OK, yeah, I can check on that claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 232.
[CUSTOMER][NEUTRAL] 9682.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK. I'm just gonna verify some information really quick, [PII]. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is a Hotmail account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, OK, thank you for verifying that. OK, so I do see that we've received uh claim information this was [PII]. Does that sound right to you?
[CUSTOMER][NEUTRAL] Well, I submitted two of them for cancer. Um, one of them had to do with like a hospital stay, and then the other one was just disability paperwork.
[AGENT][NEUTRAL] OK, so one was a cancer claim and one was for your short term disability?
[CUSTOMER][NEUTRAL] No, no, no, no, um, I submitted disability paperwork to my cancer insurance so that the premium can get waived.
[AGENT][NEUTRAL] 00 I see. OK, alright, so what I'm seeing is just that information that was uploaded on or sent to us on the [PII], um, it looks like we did pay a benefit of $1050.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Do you have, uh, OK.
[CUSTOMER][NEUTRAL] Yeah, that was a different.
[AGENT][NEUTRAL] Oh you did receive that.
[CUSTOMER][NEUTRAL] Yeah, I did receive that. This would have been submitted early in January.
[AGENT][NEUTRAL] Early January. OK. Well, under your cancer, I'm definitely not seeing it there. Uh, the only thing that we have before this claim was from [PII] of last year.
[CUSTOMER][NEUTRAL] Yeah, well, if I had submitted and I got a confirmation number, um, how do I go about.
[CUSTOMER][NEUTRAL] Do I have to submit it again or?
[AGENT][NEUTRAL] Uh, do you happen to have that confirmation number?
[CUSTOMER][NEUTRAL] Not on hand. I have it on my computer. I'm currently driving, yeah.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] No worries, yeah, that's perfectly fine. Um, just for good measure, I'm going to go ahead and just check your short term disability just in case it might have gone to that one, and so give me just a moment.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, uh, [PII].
[AGENT][NEUTRAL] We did receive that on, it's under your disability policy.
[AGENT][NEUTRAL] And I see the waiver. OK, so it went under your disability, um, and we paid a benefit of $2950.
[CUSTOMER][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] That's just, so I was told that I have to submit that paperwork to both policies in order to get the cancer premium waived.
[CUSTOMER][POSITIVE] That's, that's really what I've been doing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, again, I just see it for the disability policy. I don't see it being received at all on the cancer. Um, let's see.
[AGENT][NEUTRAL] Bear with me just a moment, if you don't mind, [PII], I'm going to put you on a brief hold uh to see if maybe, I mean, you might have to resubmit it to the cancer policy, um, but let me see if there might be a way we could simply use it for the cancer as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, exactly, right.
[AGENT][NEUTRAL] OK, yes, OK, so give me just a moment I'm just gonna put you on a brief hold to get right back with you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] Thank you. I'm glad to hear that. Um, OK, so I've got an insured on the line. I'm not really familiar with this situation. She's got a cancer policy and a short term disability policy. She said she submitted a waiver, um, to have her premium waived for both policies. I see the waiver under the disability policy. I don't see it under the cancer, uh, nor do I see any notes regarding that it has been received. I see a note asking for it.
[CUSTOMER][NEUTRAL] OK, first give me the first give me the disability policy number.
[AGENT][NEUTRAL] Yes, disability policy is 2,329,650.
[CUSTOMER][NEUTRAL] OK, and she's on waiver on, uh, let me see what this blog. This is my the shade. This is the shades. So she's on waiver on this one. Now on her cancel one, did she send it on the same policy or she put it on two different did she put it on two different policies? The best thing I could tell you to do is send this [PII] an email or.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Call her and ask her that did she get the form cause we automatically put them on waiver. We don't have to have nothing for disability. In the policy state after you've been on disability for so many months, you would be automatically put on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, waiver on our disability policy, but if she filled out the information that needed for the waiver for the cancer, did she put it on the was it put on the disability policy and not on the cancer policy?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Correct, um, there I don't see it received or reflected on the cancer policy. I do see a note, um, stating on the [PII] that this information on the disability was submitted on the [PII], it looks like. So on the [PII], it does state that they called the insured to confirm the policy is waived uh until the beginning of this month, and it says submit all parts of DI claim form for continuing waive premium. So does it.
[CUSTOMER][NEUTRAL] And that's on the that's this on the cancel policy, right?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] And so did she submit it?
[AGENT][NEUTRAL] I I don't see it on the reflected on the cancer policy. So does she just need to resubmit it to the cancer policy?
[CUSTOMER][NEUTRAL] Do do you see it? Do you, do you see it on the disability policy? Did they put it on the disability policy?
[AGENT][NEUTRAL] I do see it on the disability.
[CUSTOMER][NEUTRAL] OK, if you see it, all you have to do is, you know, uh, get that, uh, well, what you, uh, I guess get with the shade, get the shade to get, get that off of that if that's what they need to be put on the cancer, get it taken off the disability policy because you can make do a claim form and get it taken off and make a mail number to put it on the cancer. So yeah, what is her, what is, what is her cancer policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 2329682.
[AGENT][NEUTRAL] So I guess my biggest
[CUSTOMER][NEUTRAL] And what but what mail number is that that claim form is on let me, let me, uh, do it this way, yeah, I'm sorry because I, I mean I might can do, uh.
[AGENT][MIXED] Oh, no, no, that's OK. It is a bit confusing.
[CUSTOMER][NEUTRAL] Oh no, no, I'm talking about I, I can do it if you know she got what I need. So what is that male number that's on the disability that I need to look at for that phone?
[AGENT][NEUTRAL] Um, OK
[AGENT][NEUTRAL] Sure, the waiver, yes, it's uh 010225.
[CUSTOMER][NEUTRAL] OK, I put a 1. OK, it's 102.
[AGENT][NEUTRAL] 25
[CUSTOMER][NEUTRAL] And what's the male number?
[AGENT][NEUTRAL] Oh, that's the male number I'm looking at on.
[CUSTOMER][NEUTRAL] OK, it's one, I mean, I know, but.
[AGENT][NEUTRAL] [PII]. Oh, I see the full mail number sorry.
[CUSTOMER][NEUTRAL] Uh, uh, uh-huh.
[AGENT][NEUTRAL] So 10225-356.
[CUSTOMER][NEUTRAL] 356. OK, so let's see what you're looking at and make sure she got what we need and if I need to be put on the cancel policy, I would get it over there to the cancer policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I think that's what she was wondering the most is if we could simply shift it to the cancer policy or if it'd be easier for her to resubmit it to the cancer policy.
[CUSTOMER][NEUTRAL] OK, let's see if she have what we need. OK, because I know it has to be filled out by the doctor about the waiver. This is just look like this I disability claim form. She, uh, it's a different type of form for, uh, for, uh, this is just the disability claim form. This got nothing about waiver about her uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, so I think that's where the confusion is stemming.
[CUSTOMER][NEUTRAL] Yeah, yeah, so, yeah, yeah, she got to get the claim form that she have to take to her doctor saying that, uh, let me see what they put on here. Did he say she she can't never return back to work. She gotta be totally disabled from work. OK, so, I don't know, uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me, cause I know this is a disability claim form. She's supposed to have a disability. She supposed to have a cancer claim form, not this be filled out. This is a disability claim form. She have to have a cancer claim form, but find out I'm sure from I would call Curry cause that's who would know what form she would need for the waiver because this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Call who? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, because this is just a disability claim form. This is not, this has nothing to do with her cancel waiver. So this is, yeah, so find out from [PII] exactly what form she that lady needs to have to sign up for a waiver premium on a cancel policy because I'm, I'm not really sure what form it is, but I know it's not the disability form. This is a disability claim form, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, you said uh [PII]?
[CUSTOMER][NEUTRAL] [PII], [PII], uh, what's [PII] last name? She's an auditor and plus she, she does these, uh, let me, let me get her last name for you, hold on.
[AGENT][NEUTRAL] Is it [PII]? Is she in the same? OK, OK, I just looked at the queue.
[CUSTOMER][NEUTRAL] Yeah, that's it. [PII]. Just tell her that you need, yeah, you didn't need to know what form to get to the lady that she need to get filled out for to get her cancer claim on waiver, OK.
[AGENT][NEUTRAL] Got it. OK, so looks like she's in training, so I'll just shoot her a message to have her call me when she can, um.
[CUSTOMER][NEUTRAL] Oh, OK, let me see what, let me now who else can you ask so let's see if [PII] available.
[CUSTOMER][POSITIVE] The uh delicious. Let me, let me, let me see, uh.
[CUSTOMER][POSITIVE] Shoot. Delicious. You can call [PII]. I see she green and she can tell you what form that lady needs for the waiver for the uh cancer policy. [PII] Hi, [PII] Hi and she green right now, so try to call her right now. OK, alright.
[AGENT][POSITIVE] OK, that was [PII].
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. OK, I sure appreciate your help. Thank you.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] [PII], I sure appreciate your patience. Are you still with me?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so a little bit back and forth, um, we're trying to figure out I think you need to submit a separate claim form um for the for it to reflect on the cancer premium so I'm going to reach out to somebody else just to ensure so bear with me just a couple more minutes. I really appreciate your patience.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right thank you one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello, you've reached the desk of [PII].
[AGENT][NEUTRAL] Hi [PII].
[AGENT][POSITIVE] Doing good how are you?
[AGENT][NEUTRAL] Sorry to bug you, um, so I was talking with, um, [PII], and she told me to reach out to you regarding this. Um, it's a bit confusing, definitely not something I'm familiar with. Uh, I have an insured on the line. She has a disability policy and a cancer policy. Um, she has been getting wa waivers on her both of the premiums.
[AGENT][NEUTRAL] Um, she submitted a waiver. I do see it reflected on the disability policy, but not on the cancer. I do see where we've requested that information on the, uh, DI claim form, um, but I don't see it's been received or any notes regarding that. So my question in [PII]'s was, does, um, she need to submit it again with a cancer claim form?
[AGENT][NEGATIVE] Yeah, because she's getting both the disability and the cancer.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so she did already submit the one for uh disability so does she need to resubmit that then?
[AGENT][NEUTRAL] Sure, OK.
[AGENT][POSITIVE] Got it. OK, I'll send you both those policy numbers. Um, I really appreciate it thank you.
[AGENT][NEUTRAL] All right, bye bye.
[AGENT][POSITIVE] All right, Ms. [PII], thank you for waiting. Are you still there?
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK, so I did, uh, reach out to uh someone who was able to help um I'm going to give her both of your policy numbers uh for the disability and the cancer she's going to review um and see if she can simply just shift it over to where it reflects both, but she did say in the future, um, when you're submitting the waiver information, um, even if it's on the disability claim form to put both policy numbers on that same form.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I think that's what the hiccup was um because it did just go straight to your disability so if next time um just include both of those policy numbers that it would be reflecting.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK sorry that took so long but at least we got an answer we should be grading from here um did you have any other questions for me anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, how will I know if that got situated or not?
[AGENT][NEUTRAL] Um, we should be able to keep an eye on it here pretty soon. Um, let's see, today is Wednesday. I'm sending her your information right now, so she should be able to hop on it immediately. Um, what I would do if you wanted an update if you've not heard anything from us, you're more than welcome to give us a call tomorrow or Friday, uh, to kind of check on it. I would say Friday, um, to be safe just in case, uh, but we should have an update for you by then for sure.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then like if I go into February, is that gonna be a problem? I know it should have been submitted for this month to cover for February waiver.
[AGENT][NEUTRAL] I do see that for February that should be fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But again if we require
[CUSTOMER][NEUTRAL] And then, and then I had a quick question.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh. Say that again.
[AGENT][NEUTRAL] No, go ahead.
[CUSTOMER][NEUTRAL] What were you gonna say?
[CUSTOMER][NEUTRAL] Oh no, because I'm just concerned because I know my policy has been saying lapsed. So I don't know if that, as far as the cancer, I don't know if that has to do with anything of me not sending the paperwork in the proper month or.
[AGENT][NEUTRAL] Oh I see OK um give me just a moment. I can pull that up. I'm sending her your information right now and then I will take a look at that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] OK, yeah, I wouldn't worry about that right now [PII]. I think it is just at the moment um how it's being reflected currently so once we get this situation straightened out because again I do see the notes where you had been speaking with us regarding uh the premium being waived uh so we have record of all of that you should be fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, perfect. Uh, OK. And, and how, and, and if I, how would I get a, how would, because I know you said, um, you guys are gonna start working on it, how would I know if it's been processed or not? Like, I, so I don't have to call you guys on Friday if that's the case.
[AGENT][NEUTRAL] Yes, and if any.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know, I would say I'm not quite sure how this is going to work um you can try looking on the website on our portal uh to see if you see anything new pop up under your cancer policy again, your, your disability is perfectly fine. It is absolutely good to go where it needs to be so I would keep an eye.
[CUSTOMER][NEUTRAL] Uh-huh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] On your cancer policy if you've not noticed anything, then definitely give us a call by Friday just to keep an eye and uh see if we've got an update for you um again I'm not sure if it would be reflected on the website because I'm not sure how she's going to go about doing it um but you can always just keep an eye out to see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK. All right, perfect.
[AGENT][NEUTRAL] Alright, yeah, sorry, I know this is a bit of a mess, but we're, we're in the process for getting it straightened out so it'll be good from here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, perfect. Thank you so much.
[AGENT][NEUTRAL] All right. Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.