AccountId: 011433970860
ContactId: 2962bcd1-79c9-4bca-b465-f830b19135ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261260 ms
Total Talk Time (AGENT): 102427 ms
Total Talk Time (CUSTOMER): 84221 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/2962bcd1-79c9-4bca-b465-f830b19135ac_20250219T17:05_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, Ms. [PII], my name is [PII], and I filed a claim Monday, uh, and I, I put my, uh, routing number and my banking number, but it didn't confirm that it took it, and I want to see if y'all could check it to make sure my routing number and my account number was, was added to my claim.
[AGENT][POSITIVE] Well it would be my pleasure to assist you. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The quality for the uh short term disability is 255.
[CUSTOMER][NEUTRAL] 9447.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And Mr. [PII], can you verify your date of birth and current mailing address, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, I do see that your direct deposit has been activated. Can you verify the last four of your account number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes sir that's what we have on file.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Anything
[CUSTOMER][NEUTRAL] Well that's all I needed to know, ma'am. Everything else is OK. I'm guessing if you accepted the claim. I'm guessing everything went through right?
[AGENT][NEUTRAL] Well, it's
[AGENT][NEUTRAL] Let me just check this is for workman's comp disability claim.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I'm just checking.
[AGENT][NEUTRAL] Have you filed with Workman's comp?
[CUSTOMER][NEUTRAL] What you mean, yes, this is a workman's comp claim. This is my, uh, short term disability. This is a side policy I have to my company.
[AGENT][NEUTRAL] Right, let's see, it looks like that they did process the claim.
[CUSTOMER][NEUTRAL] The AL
[CUSTOMER][NEUTRAL] Yeah, my, uh, my agent, which is Ms. [PII], I have her information through our insurance company, said I'd be getting $1000 for the accident, $1200 I think, for the hospital. I'm not exactly showing the order, and $3500 a month up to 6 months for my, uh, you know, for my short term disability.
[CUSTOMER][NEUTRAL] She sent me an email, uh, prior to me filing out my claim.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so this.
[AGENT][NEUTRAL] Was, was it a work-related loss?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Uh do you mind holding just one moment, Mr. [PII]? Let me get you to our disability department if you don't mind real quick, OK?
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][NEUTRAL] Because it, it, because they're stating on the claim, um.
[AGENT][NEUTRAL] That you should file.
[AGENT][NEUTRAL] With your workers' compensation carrier.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then if they fill it.
[AGENT][NEUTRAL] If they, if they do not feel it is a work related loss, please submit a copy of the denial letter to us so we can reconsider benefits.
[CUSTOMER][NEGATIVE] So right now it's being denied.
[AGENT][NEUTRAL] Yes, sir, because of the workman's comp disability, uh, this, the certificate under which you're insured does not cover accidents or sickness arising out of or in the course of any occupation for wage or profit. Therefore, there would be no benefits payable on your request for benefits.
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] OK, OK, man. Well, that's all I need to know. Thank you. If I have any more questions, I'll call.
[AGENT][POSITIVE] Please do. And it was a pleasure to assist you, Mr. [PII]. I hope you get to feeling better.
[CUSTOMER][POSITIVE] Yes ma'am thank you.