AccountId: 011433970860
ContactId: 2e4b68bf-47f0-4902-beba-a30dab0e5ee0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255839 ms
Total Talk Time (AGENT): 182516 ms
Total Talk Time (CUSTOMER): 87757 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/2e4b68bf-47f0-4902-beba-a30dab0e5ee0_20250127T22:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII]. I've got um insured [PII] on the phone.
[AGENT][NEUTRAL] OK, let me get to that, uh, I know his number by heart.
[CUSTOMER][NEUTRAL] It's [PII]. Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] 3, you ain't got to tell me. I know he is. What, what, what do you need?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So he is calling. I looked at the claim and it has a Y by check, and he's wanting to know what.
[AGENT][NEUTRAL] Yeah, that means it ain't gonna jump over to the when anytime that we process a claim and set up a direct deposit as long as you see that why up there where it said direct deposit, it's gonna be direct deposit. It don't jump over to the overnight. It's gonna jump under the DI oh uh-huh, yeah, mhm, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, OK, well, do you want me to go ahead and tell him, well, he has some other questions too because he wants to know how many days.
[AGENT][POSITIVE] Yeah, you can. OK, you can.
[CUSTOMER][POSITIVE] Is on this check. OK. All right. Thank you, [PII]. Bye-bye. See you tomorrow. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can tell it.
[AGENT][POSITIVE] You're welcome. All right.
[AGENT][NEUTRAL] OK, OK, that that.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This is [PII] you got questions about your claim that was done?
[CUSTOMER][NEUTRAL] Uh yes, Ms. [PII], how are you doing?
[AGENT][NEUTRAL] All right, how are you doing? Go ahead with your question.
[CUSTOMER][NEUTRAL] Good, I have two questions. One, I sent the, I sent the, um, direct deposit information and they said they sent it by check. Is there any reason why I'm getting a check?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, it's not. No, it's not, it's not gonna be sent by check. You set up for direct deposit. Your thing will never change unless you call in and, you know, cancel your direct deposit, but it is set up a direct deposit. Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And how many days is the claim being paid for?
[AGENT][NEUTRAL] OK. Now the doctor disabled you on [PII]. So your elimination period was, I mean, yeah, from [PII], you have a 14-day elimination period. You know, you don't get paid for those days.
[AGENT][NEUTRAL] Then you got paid from [PII], which was 29 days. Your check was $1160 but we had to deduct two months of premium out of your, uh, benefits. Now if your group submit your premium and there's an overpayment, your premium would be refunded back to you. But in order to pay you, 2 months of premium has to be deducted.
[CUSTOMER][NEUTRAL] Oh, I see. Yeah, no, it automatically comes out of my paycheck in the post office every two weeks it comes out. I don't.
[AGENT][NEUTRAL] OK, but like I say, they don't pay it like take individually they send it in like a bill. So once they do the send in and if they applied and there is an overpayment, it will be refunded back to you. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and my third and final question, if there should be a problem because uh I just seen the doctor today, if there should happen to be a problem and this needs to be extended, what do I have to do?
[AGENT][POSITIVE] OK, you're gonna receive your explanation of benefit. You're getting a new claim form. You definitely got to fill out your portion of the claim form for uh benefits to be paid after [PII], but if you need to care the doctor portion only, we don't need nothing from your group, just your doctor. You can give that form to your doctor for your doctors can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Fill it out because on his form he had you out to [PII]. On your form you had you gonna return on [PII], but I guess that was before the doctor filled out your paperwork. So is he saying you're gonna be out longer than [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, no, I, I don't, I don't know. I, it's everything's up the right this second.
[AGENT][NEUTRAL] OK. Well, fill out your paperwork and, you know, if you need him to fill his out, you can get the doctor to fill it out and send it to our office. But based on what we have, this doctor had you out until uh [PII].
[CUSTOMER][POSITIVE] OK, and alright then that's, that's my they are my questions thank you very much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, you have a good night.
[AGENT][POSITIVE] OK, you have a great night too also, Mr. [PII], and thank you for calling American Public Life. Bye-bye.
[CUSTOMER][NEUTRAL] Hi.