AccountId: 011433970860
ContactId: 1aaf7c03-843e-4de3-b50b-2ad4039462d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 557429 ms
Total Talk Time (AGENT): 253717 ms
Total Talk Time (CUSTOMER): 276828 ms
Interruptions: 8
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/1aaf7c03-843e-4de3-b50b-2ad4039462d2_20250116T15:28_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Pub Life. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] I was hoping if you could tell me the status of my claim. Everybody's giving me the run around, so I'm just trying to see what's going on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, can I help you? Can you give me your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], can you give me your uh phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you for the information. Do you have your policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, we look it up. Give me one second.
[AGENT][NEUTRAL] What is your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. What's your mailing address, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII], so.
[AGENT][NEUTRAL] OK. What type of policy you calling on today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Oh my [PII], do you not have it there, short term disability. I was in a car wreck.
[AGENT][NEUTRAL] You got, you got, you got, you got more, you got more than one policy. You got a dental policy, a life policy, and you, I mean, a health policy and you got a disability. So you're calling on your disability?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Do you have a pen? I can give you your policy number?
[CUSTOMER][NEUTRAL] What do I need a policy number for? I just want to know, do y'all have everything?
[AGENT][POSITIVE] When you call back, if you ever call back, you would always have your policy number to give to the adjuster, but I don't have to give it to you. That's why I was gonna give it to you.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEGATIVE] Yeah, I've been in a wreck. I can barely even move. Somebody's supposed to be handling all this information for me.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] Now, Mr. [PII], we need to, Mr. [PII], we need to verify your date of birth and your email address on file for verification.
[CUSTOMER][NEUTRAL] I just really had.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you for that information, Mr. [PII], we received a claim on you on 113 and 114. They have not been reviewed. We have 7 to 10 working days to review a claim. So we do have claims in-house, but they have not been reviewed.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] That does not freaking help me whatsoever.
[CUSTOMER][NEGATIVE] I swear, y'all people, man, y'all take, no, not you personally, but I I have no problem with taking that out of my paycheck every freaking week. And whenever I'm hurt and it goes down, I'm in a hotel. I've been hurt since for 3 or 4 weeks and my rent is due tomorrow and I didn't gave y'all all the stuff that y'all needed.
[CUSTOMER][NEGATIVE] I done went through Congress from people that don't know what they're talking about from MAU to MAU's Human Services to y'all being a third party. Now I done went and did everything and submitted everything that I've needed for y'all. Now you tell me it still takes 7 to 10 days. It's been 17 days. Now, I'm not bragging at you and all that.
[AGENT][NEUTRAL] OK, it's when the claim, yeah, yeah, I know, but let me explain something to you for you know, Mr. [PII], in the future, whenever you submit a claim and your client came in our office on Monday, which was the [PII], and we had something came in on the [PII], the claim won't be reviewed.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] We have 7 to 10 working days to review a claim, not meaning that when we review it, if you don't have everything we need, you're still going to get something acting whatever we need because it has not been reviewed, but we do have a claim in-house and it's in line to be reviewed for processing.
[CUSTOMER][NEUTRAL] And it take out 3 weeks to do that.
[AGENT][NEUTRAL] 7 to 10 working days we have to review a claim once a client come in our office.
[CUSTOMER][NEGATIVE] So once you review it, whenever y'all get to it, when will I know how much and how much? And the reason why it was, like I said, the reason why y'all just not getting it on the [PII] or [PII] because they didn't even do what they, they sent the wrong form one week, they didn't do the right thing. And then when they
[CUSTOMER][NEGATIVE] the damn form. They didn't calculate the right numbers. I had to readjust and calculate the numbers for them, so that's why they resend it back to you all. So I'm just wanting to make sure everybody is on the same page and that I don't have to go and do all this other stuff again for somebody that's supposed to have done it in the first place.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, like I said, we, we, we don't process claim over the phone. It has not been reviewed. It came in once we make it to it. If you don't have everything we need, you will get something, then you know that we cannot process benefits because you don't have everything we need. Now I can tell you right now how much your benefit is per month on this policy. This is a 3.
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, this is a 3 month term limit policy for any one disability. The 1st 7 days that you're disabled from work, there's no benefits. For the 1st 7 days, your benefit will start on the 8th day if you're disabled from work, still disabled from work, and your benefit is $650 per month with a 3 month term limit.
[CUSTOMER][NEUTRAL] $650 a month.
[AGENT][NEUTRAL] That's what your policy is a.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Hell, I'm supposed to do with $600. I used to make $1300 a week, and that's why I said that calculation is not correct. Do you have the calculation for only 6 months? Because the first time, that's what she did and fed up on, and I had to revi.
[AGENT][NEUTRAL] OK, let me, let, let, let me explain, let me explain how this policy works. This is a group policy. This whole group, everybody that's under this group, the benefit is $650. There's no calculation to do. This is what this particular group benefit is $650 per month with a 3 month term limit.
[CUSTOMER][NEUTRAL] And y'all don't do the calculations by 2/3 of what your gross salary compensates for?
[AGENT][NEUTRAL] No, this is a group policy.
[CUSTOMER][NEUTRAL] So where did I get all that information?
[AGENT][NEUTRAL] I, I don't know, maybe you need to contact your, uh, group, the employer that you're working for, but this particular policy only pays $650 per month with a 3 month term limit.
[AGENT][NEUTRAL] And let me, uh, you don't can't get, I was gonna give you our website, but you can go out and view your policy.
[CUSTOMER][NEGATIVE] I wouldn't, I wouldn't even signed up for this shit if I know I'm gonna get $650 a month. Y'all done took way more money. I don't pay way more off into that policy that I know of. That's why I say all this insurance shit ain't nothing but scam shit, man. Thank you. I don't even use to be talking to me no.
[AGENT][NEUTRAL] All right. Well, anything else I can help you with, Mr. [PII]?
[CUSTOMER][NEGATIVE] You haven't even helped me up with nothing, ma'am. Like I said, it's not your fault. Like I said, the whole shit is all scammed up. I don't, I don't been hurt since the [PII] of last year. And now you're telling me it don't even work until 8 days after you done got hurt, which is another thing. Then you're only telling me since.
[AGENT][NEUTRAL] That's, that's your, that's your elimination period. Yes, sir.
[CUSTOMER][NEGATIVE] And $650 ain't nobody I know get damn disability for no $60. I work 60 to 70 hours a week for that company for Michelin. And I know y'all done took out way more. How much is that policy each week y'all take out of my check? Can you tell me that?
[AGENT][NEUTRAL] That would, that would be, that would be something I would have to carry you over to customer service and they would be able to tell you what you pay on this policy. Yes, sir.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] What can you tell me? Can you tell me anything else I wanna hear?
[AGENT][NEUTRAL] I can tell you that your policy pays 650.
[CUSTOMER][NEUTRAL] You tell me it's gonna be a delay and then it's only gonna be 6:50.
[AGENT][NEUTRAL] It's 650 with a 7-day elimination period, that's correct, with a 3-month term limit for any one disability. Yes, sir.
[CUSTOMER][NEUTRAL] Hm?
[CUSTOMER][NEGATIVE] Shouldn't have did that damn policy.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEGATIVE] That ain't nothing, just be as hell, if that's the case, hell, I might as well go back to work half ass fucked up.
[CUSTOMER][POSITIVE] Anyway, thank you, love.
[AGENT][POSITIVE] All right. Well, thank you for calling. You too, Mr. [PII]. Thank you for calling American Public Life. Bye-bye.
[CUSTOMER][POSITIVE] Have a good day. God bless you.