AccountId: 011433970860
ContactId: 13301635-59e2-404b-b395-0af25aa9b069
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2335320 ms
Total Talk Time (AGENT): 570062 ms
Total Talk Time (CUSTOMER): 337338 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/13301635-59e2-404b-b395-0af25aa9b069_20250407T20:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII], and I was just calling to see if y'all have the information from my employer.
[AGENT][NEUTRAL] OK, are we looking for like a policy or?
[CUSTOMER][NEUTRAL] Um, I had surgery 3 weeks ago.
[CUSTOMER][NEUTRAL] And I'm supposed to be getting short-term disability, but they didn't have all the paperwork.
[AGENT][NEUTRAL] OK, I'm happy to check on the claim. Do you have the policy number for the disability policy?
[CUSTOMER][NEUTRAL] No, ma'am, I don't, but I can give you my social security number.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, [PII], thank you for that. One moment, let me take a look here.
[AGENT][NEUTRAL] And then can I get your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. And then if I could verify your date of birth and address, please.
[CUSTOMER][NEUTRAL] My date of birth is [PII] and my address is [PII].
[AGENT][NEUTRAL] Thank you. All right, let me pull this claim and see.
[AGENT][NEUTRAL] OK, so it's
[AGENT][NEUTRAL] OK, so it looks like it's showing that the employer's information was incomplete on the form and then your portion did you submit that?
[CUSTOMER][NEUTRAL] They were my employer is supposed to have been submitting that. Um, I spoke with some lady earlier today and she was supposed to be reaching out to my employer.
[CUSTOMER][NEUTRAL] Because this has been going on for 3 weeks now.
[AGENT][NEUTRAL] So it looks like she was following up with a contact.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, let me reach out to.
[AGENT][NEUTRAL] I'm gonna reach out to the rep that you spoke with earlier, [PII] and see what they they contacted somebody over there um and see what they said.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I'm gonna call this number and see if I can get somebody on the line over here. If anything happens while I place you on hold, is this phone number you're calling from a good call back number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. I'm gonna place you on just a brief hold. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] [PII], I'm still here. I just wanted to check in with you and let you know that I've been trying to get in contact with the point of contact over there and I'm having a hard time getting through, so I'm reaching out uh to a supervisor to see what the next steps would be as far as how we can help you try and get this resolved um so hopefully I'll get a response from them in just a few seconds, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. I mean, even if I have to download a text up and send it to you, I can do that. I mean, uh.
[AGENT][NEUTRAL] Yeah, I mean, it's just a paper.
[CUSTOMER][NEUTRAL] I'm now late on
[AGENT][NEUTRAL] It's just the paperwork from them it seems like so let's see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] One sec.
[CUSTOMER][NEGATIVE] I mean, I'm down behind on my rent.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, as far as benefits on a card, have you ever spoken to anybody over there at, at that place or no?
[CUSTOMER][NEUTRAL] No, I just turned in all the paperwork that they were supposed to be.
[CUSTOMER][NEUTRAL] Um, that they gave me to turn in. Do I need to call benefits in the car?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I was just, I was just asking if you would talk to anybody.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's call over there and see if I have you on the line if we can get somebody. I'll just call the [PII] number and see if I can get somebody on the line to see if we can get something.
[AGENT][NEUTRAL] Just find out what's going on with the information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me, let me call over there, one second.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] No one is available to answer your call at this time. Please leave a message after the tone. When you've finished recording, you may hang up or press 1 for more options.
[AGENT][NEUTRAL] Seriously.
[AGENT][NEUTRAL] She
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Thank you for calling Benefits on a card. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII]. My name is [PII] and I am calling from American Public Life Insurance. How are you doing today?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] Good, um, we have a mutual client um who's insured with us, and they have a disability claim that is awaiting some paperwork to be filled out that was sent over to you guys.
[AGENT][NEUTRAL] Um, I'm wondering, I have the insured on the other line. I'm wondering if this is something that you could help them with as far as what's holding up the paperwork.
[CUSTOMER][NEUTRAL] I'm not even even aware of any type of like paperwork that we do for that, um.
[AGENT][NEUTRAL] Are you familiar with a [PII]? I have that name as a contact.
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] Yeah, that's one of our account managers.
[AGENT][NEGATIVE] Yeah, so I've been trying to reach her because our information states that if an employee's having difficulty getting the employer portion of a claim filled out, that we're to contact her, but I can't even get through to her.
[CUSTOMER][NEUTRAL] OK, have you been trying to contact her by email?
[AGENT][NEUTRAL] Um, I have a phone number of [PII]. Do you have a different way I can maybe try and reach her directly?
[CUSTOMER][NEUTRAL] Um, let me, let me pull up the patient's file real quick as well. Um, I can check on the uh. What's the last four of their social?
[AGENT][POSITIVE] OK. OK, no worries.
[AGENT][NEUTRAL] Uh, let's see, it's [PII].
[CUSTOMER][NEUTRAL] And their first and last name?
[AGENT][NEUTRAL] Um, so first name is [PII] and last name is [PII].
[CUSTOMER][NEUTRAL] How do you spell the last name?
[AGENT][NEUTRAL] Um [PII]
[CUSTOMER][NEUTRAL] And their date of birth?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] I'm just reaching out to her to see if there's a different way that she can be contacted.
[AGENT][POSITIVE] Yeah. No worries. I get it. Like, you know, can't just be giving out information. I totally get it.
[AGENT][NEGATIVE] And honestly, the only, like, I didn't want to just transfer this woman because she's like irritated. She's like been trying to get this disability payment for over a month and like is just waiting for her employer to fill out this information and I'm like, I can't just transfer.
[CUSTOMER][NEUTRAL] Yeah, see, and here in the customer service department I I wasn't aware of that even being a, a thing, so.
[AGENT][NEUTRAL] A thing. Yeah, I hear you. And then it's like, yeah, for you to get a call like somebody coming in hot and you're like, what, huh?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEGATIVE] Haven't gotten a response yet um.
[CUSTOMER][NEUTRAL] OK, I think she might be in a call. Do you mind if I put you on a brief hold? I'm just gonna reach out to my manager and see what else we could might do.
[AGENT][POSITIVE] Yeah, no worries. Go for it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], I'm still here. I just wanted to check in with you. They've got me on hold, so I'm just waiting for them to come back on the line, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][POSITIVE] Yes, ma'am, I'm so sorry. Um, so I would
[AGENT][NEUTRAL] No, that's OK. I just wanted to check in with her and let her know I was still there. That's all.
[CUSTOMER][NEUTRAL] I got you. Um, so I just got word back. It looks like [PII]'s actually in a call right now, but I can give you her email. I don't know if that'll be helpful.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, yeah, what's her email?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So it's just gonna be her first name, [PII].
[CUSTOMER][NEUTRAL] And then [PII], her last name which is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, and [PII] all written out just like it sounds?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, alright, I will send her an email. Are you guys on Central time where you're at?
[CUSTOMER][NEUTRAL] Uh, Eastern time.
[AGENT][NEUTRAL] You're in Eastern, OK, are you guys just in the office until like [PII] or do you know?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Like what her hours are.
[CUSTOMER][NEUTRAL] Yeah, um, I.
[CUSTOMER][NEUTRAL] Now the customer service we're open until [PII] now her I.
[CUSTOMER][NEUTRAL] I'm not sure when she'll be off today. I see that she's still on right now. She's actually in a call, um.
[AGENT][NEUTRAL] Not sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, um.
[CUSTOMER][NEUTRAL] And then what I'll do also is I'll send an email to her on my end about what's going on.
[AGENT][POSITIVE] OK, yeah, I'll send her all the policy details and then I'll just let the caller know that um I reached out to her and I'll try them back maybe, maybe I'll hear back from her by tomorrow so then I can just call the insured back, so no worries, but thank you so much for that. I appreciate you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am you have a wonderful day.
[AGENT][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so, um, we have a point of contact over at Benefits and a card, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the rep that you spoke to earlier, um, she had been trying to get in contact with her. And so I reached out to her and she had said that she was not able to get in contact with her at the number that we have. So I called the [PII] number, um, and spoke to somebody over there and I got an email for the point of contact over there.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So I'm gonna send her an email with all of your information and let her know what's going on um she's who we're supposed to reach out to if you guys are having any sort of issues as far as getting the employer portion filled um she'll reach out directly to the employer and so I'm sending her an email right now and then if you want I can give you a call back when I come in in the morning.
[AGENT][NEUTRAL] But they're on East Coast time, so it's already [PII] over there, so I don't know that I'll get a response from her today.
[CUSTOMER][NEUTRAL] Right. Is there any way that you can CC me in on that email that you're sending her?
[AGENT][NEGATIVE] I can't give out her email address, unfortunately.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] You know, I'm happy to give you my direct line to call me back if you would like to write that down. And like I said, I'm happy to call you as soon as I hear from her.
[AGENT][NEGATIVE] Um, but I didn't want, I don't want you, I didn't wanna transfer you to benefits on a card or have you call them because that would just probably frustrate you more and you've already been dealing with this for some time.
[CUSTOMER][NEUTRAL] OK. And what's your uh number?
[AGENT][NEUTRAL] Um, so that's going to be, one moment here.
[AGENT][NEUTRAL] It's area code [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], and my first name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So, um, as soon as I hear back from [PII] at Bets on a card, then I will contact you, um, and let you know what update she has given me, and I'm gonna send her your policy and the claim number and all that and just see what the holdup is.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] You're welcome. Um, do you have any other questions or concerns?
[CUSTOMER][NEUTRAL] That would
[CUSTOMER][POSITIVE] They would be able to look and see like when I first started and things of that nature, right?
[AGENT][POSITIVE] Oh yes, absolutely. So yeah, like if you've gone all this time without any sort of benefit payment and should have been getting it, you would get all of that um retroed to you, absolutely.
[CUSTOMER][NEGATIVE] OK. And they already have my banking information, and that's what I'm not understanding. I, the doctor sent over their information and I did everything the same day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] They already have the info I think you already have the information from my doctor.
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] No, that's the information that they're that we're waiting on, um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Oh, it's the employer information. I'm sorry, not the doctor's information. You're right.
[CUSTOMER][NEUTRAL] And see they sent everything on the same day.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] It was like I sent the I gave the information to the doctor to fill out. The doctor filled it out.
[CUSTOMER][NEUTRAL] I went for my pre-op.
[CUSTOMER][NEUTRAL] And then when I finished my pre-op, I came and got the information from the doctor and then turn it in at work.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it was all done on the same day. I turned all that information in.
[AGENT][NEUTRAL] Yeah, so, yeah, cause when I look at the claim, there was one page that looks like uploaded that I see with the physician's information. I do see that. Um, I just don't see any other documentation with it.
[CUSTOMER][NEUTRAL] Um, I guess I can start a portal.
[CUSTOMER][NEUTRAL] The online portal and send you because I screenshotted all of that information.
[AGENT][NEUTRAL] Yeah, I mean if you wanna go online and and upload all that while we're waiting to hear back from um the contact over there yeah absolutely I mean um do you need the web address as far as where to go to sign up for that?
[CUSTOMER][NEUTRAL] I've got an email with that information on it.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] I'll try to get that done. I'll try it. I'm not really tech savvy. I'm not really tech savvy, so I'll look, but I have nothing but time. I have no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, I hear you.
[AGENT][NEUTRAL] Well, when you do sign up just make sure that you're um putting in your Yahoo address it looks like that's the email that you have on file with us.
[AGENT][NEUTRAL] And so it just it just needs to match.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] What is your what is my policy number?
[AGENT][NEUTRAL] Um, it is 02.
[AGENT][NEUTRAL] 596-501.
[CUSTOMER][NEUTRAL] Let me repeat that back to you. 02596501.
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will start working on that now, getting that portal set up and getting those screenshots sent to me because the only thing that I don't have filled out is the employer information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, um, well, I will give you a call back as soon as I hear back from [PII] at benefits on a card, OK?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Yes, you're welcome. Take care.
[CUSTOMER][NEUTRAL] Like what time is it now?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] What time is it there now where you are? What time is it where you are?
[AGENT][NEUTRAL] My mom
[AGENT][NEUTRAL] I'm on Central time, so it's [PII] where I'm at.
[CUSTOMER][NEUTRAL] OK. So, and what time do you make it in in the morning?
[AGENT][NEUTRAL] I work from [PII]
[CUSTOMER][POSITIVE] OK, no problem. So, um, I'll get all of this downloaded and if you haven't given me a call back I'll just give you a call back and let you know that I got everything downloaded.
[AGENT][POSITIVE] Sounds great.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Have a good rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.