AccountId: 011433970860
ContactId: 173de0c3-6b77-4391-bbcd-d87758009366
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 483619 ms
Total Talk Time (AGENT): 210263 ms
Total Talk Time (CUSTOMER): 165426 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/173de0c3-6b77-4391-bbcd-d87758009366_20250609T13:55_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Well, um, [PII], I, I'm not sure who exactly to call, but I got a.
[CUSTOMER][NEUTRAL] A letter saying that a claim on my policy had been started and so I've just got a question about that. I, I don't know how long.
[CUSTOMER][NEUTRAL] Or when or even what this is why why a claim would be filed when I have not done anything that would require any sort of claim and gosh a while so.
[AGENT][NEUTRAL] OK, yes, we can certainly look that up. And if you could give me your policy number, please?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] I appreciate that.
[CUSTOMER][NEUTRAL] I have no idea what that is. I just have the letter.
[CUSTOMER][NEUTRAL] Is there another way to look that up?
[AGENT][NEUTRAL] You have a letter. OK.
[AGENT][NEUTRAL] Yes, I can look that up. How do you spell your last name, please?
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][POSITIVE] Thank you. And your first name, sir?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see if I can't find it that way. And if I could just get your date of birth please and the phone number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] Because for whatever reason that you, you receive a letter stating that the, a claim had been started on your policy, so let's see what we got.
[AGENT][NEUTRAL] And I do apologize. And do you mind giving me your date of birth just one more time so I just have a little trouble.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Well, I'm not saying that, yeah, and it's from American Public Life and it didn't give you any other details about about the claim itself rather than that something had been started, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah, so dear policyholder received a claim on your policy and a review of the claim and started. In some cases additional information must be provided for medical. We'll contact you if more information is needed. Thanks for trusting APL. Please feel free to contact us and then give the claims department number, which is what I just called.
[AGENT][NEUTRAL] Right, of course.
[AGENT][NEUTRAL] It is true.
[AGENT][POSITIVE] Thank you for staying with me. I'm just checking to see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like at one time you had a net policy with us, so let me just check and see what's going on with that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like someone did turn in a claim for your for this policy, so let me just
[AGENT][NEUTRAL] I'm gonna check and see who did that.
[AGENT][NEUTRAL] And then we can go over the details of the claim and.
[AGENT][NEUTRAL] Sometimes whenever you go to the
[CUSTOMER][NEGATIVE] OK. Yeah, that's what I'm worried.
[AGENT][NEUTRAL] Yes,
[CUSTOMER][NEGATIVE] I'm worried, I'm worried at [PII]. They've been harassing me about a [PII]'s comp claim for over a year, um, and now I suspect they're trying to go back and file it on that because they, they, I don't understand why they don't understand that they were getting all the money they can get and uh it was [PII]'s comp, but, uh, so I got a sneaky suspicion that's, it's ascension [PII], if I had to guess, but I don't know that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what we have is um.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it looks like a Dr. [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With Warren clinic was, was um
[AGENT][NEUTRAL] Was contacted. Did you go to the doctor for an office visit on [PII]?
[CUSTOMER][NEUTRAL] I don't think so, um, unless, um, unless it was a
[CUSTOMER][NEUTRAL] The only time I've been to the doctor, I went to, went to urgent care, um.
[AGENT][NEUTRAL] Was that back in March or?
[CUSTOMER][NEUTRAL] But I don't think that was.
[CUSTOMER][NEUTRAL] Wow, I don't remember.
[CUSTOMER][NEUTRAL] But that would have been on the that would have been that would have been on the Veterans Administration nickel. It wouldn't have been filed through any insurance at all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, for some
[CUSTOMER][NEUTRAL] Um, I, so I canceled, I mean, I canceled my insurance through, through my work. I haven't presented or used that in, in any doctor's visit which is.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I only had a, yeah, I had a.
[CUSTOMER][NEUTRAL] Had an emergency, well, as urgent care visit, but I don't.
[CUSTOMER][NEUTRAL] I honestly don't remember the date, but it should, it shouldn't have been any, it should have been filed under the VA. I, I've not used nor needed anything.
[AGENT][NEUTRAL] Well, what's
[CUSTOMER][NEUTRAL] Um, I don't know who that doctor is. I've never heard of that place.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um, so what's, uh, what will end up happening on this is that, uh, as you know, your, your policy lapsed in [PII], um, if they need to refile it through the VA or, or if you haven't done this, uh, then, um.
[AGENT][NEUTRAL] Uh, you know, I don't, I don't know, uh, they're stating that you went into the doctor, uh, on the, uh, [PII].
[AGENT][NEUTRAL] Uh, [PII], um, excuse me here, just a second here, um, complaining of, um, acute, uh, laryngitis.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] That's fair, fair, fair job, yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, that, that was, that was the, yeah.
[CUSTOMER][NEUTRAL] Yeah, that would have been the VA then I mean I've never, yeah, I haven't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, they
[AGENT][NEUTRAL] That's fine. They, they just need to uh
[CUSTOMER][NEUTRAL] They're just filing on anything they had on file.
[AGENT][NEUTRAL] Yes, uh, that's what it looks like, um, so, uh, on this particular case, nothing will be paid, as you know, your claim with us is no longer, uh, you know, no longer active, and so what we will do is we send them a letter just letting them know, you know, that, that, uh, that [PII] doesn't have a policy with us. He may have a policy somewhere else, you know, you need to file it with them, but that, that is what has happened with this is that they, they, I guess they're just filing it with anything they've got.
[AGENT][NEGATIVE] And eventually they'll they'll file it in the right place, but that is what has happened over this, um, and so, uh, Mr. [PII], nothing else will be, obviously nothing will be paid. I we'll just let them know that this is.
[AGENT][NEGATIVE] You know, you don't have a policy with us anymore.
[AGENT][NEUTRAL] We just go forward from there, but that's what that is. That's what you have received and and we're going to go ahead and and there and just let them know that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They need to, uh, you know, that there, there may be something else out there. We can't tell them to file through, uh, you know, um, uh, veterans, uh, uh, benefits. What we do is we just tell them that this policy is no longer active and.
[AGENT][NEUTRAL] We just go from there.
[AGENT][NEUTRAL] So that there nothing will happen on it that's what I'm trying to say. Now, is there anything else that I can help with?
[CUSTOMER][NEUTRAL] OK, alright, well that's.
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] No, that's, I was just trying to figure out where that came from. So, uh, that'll work.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, well, thank you very much for contacting EPO. You have a very good day.