AccountId: 011433970860
ContactId: 2f1f365f-4838-4dc8-9913-fd7797ee3c30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 922479 ms
Total Talk Time (AGENT): 312499 ms
Total Talk Time (CUSTOMER): 315053 ms
Interruptions: 9
Overall Sentiment: AGENT=0.2, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/2f1f365f-4838-4dc8-9913-fd7797ee3c30_20250115T17:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just trying to check the, check the status on my claim. Uh, my name is [PII].
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with your claim status. Can you please give me your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is your policy number, please?
[CUSTOMER][NEUTRAL] Oh wait, I need to look that up, huh? Can you look, can you pull that up another way?
[AGENT][NEUTRAL] I could pull it up with your social security number.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull your policy in real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please give me your date of birth?
[CUSTOMER][NEUTRAL] That in [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] It's [PII]. DI [PII]. Is that what you have?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And then your number you gave me to call you back on if we get disconnected. Is that your cell phone number?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][POSITIVE] OK, thank you very much, Ms. [PII]. I appreciate it. Which policy did you file your claim on?
[CUSTOMER][NEUTRAL] Showtime disability.
[AGENT][NEUTRAL] Short term disability. OK, let me look that.
[CUSTOMER][NEUTRAL] I sent in the paperwork. I uploaded the paperwork that I had and I uploaded the paperwork that the doctor sent.
[CUSTOMER][NEUTRAL] And I, I know, cause I know that I had called you all weeks ago and let you know and you know, to get the papers from you all, but you know, it took a long time and
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I haven't worked since, since, um, I wanna say the [PII] of, um.
[CUSTOMER][NEUTRAL] [PII] and um but it took time, you know, everything takes time, but you know at the same time, I still have bills to pay.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Hm, I don't know.
[AGENT][NEUTRAL] OK, I'm, I've got it pulled up. I see that you sent something in on [PII], is that correct?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I sent some on night and I think I must have sent some on the [PII] or the [PII]. I did send the doctor's paper too. You should have, I sent them separate. I sent the the original forms and then I sent the doctors. I uploaded the doctor um signed form, the physician.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so looking, I don't see anything received on the [PII]. What I'm looking at is um reported on [PII], and let me give you, it has some remarks on it that I can read to you.
[CUSTOMER][NEUTRAL] So you don't see 2 uploads on there?
[AGENT][NEUTRAL] I see 2, but they're both for the [PII].
[CUSTOMER][NEUTRAL] Let me get to my file.
[CUSTOMER][NEGATIVE] They both fucking night.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK, hold on, give me one second. I'm trying to get to your website because I know I did 2 different uploads.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did 2 different uploads. I did the original papers and then I went back and I uploaded the doctor's papers, the, the, the sheet from the doctor, from the doctor.
[AGENT][NEUTRAL] Yes ma'am, I'm looking at that and I do see that you have two different confirmation numbers.
[CUSTOMER][NEUTRAL] I'm just trying to sign in.
[CUSTOMER][NEUTRAL] OK, that's fine. Well they, you've got both of them. OK, you can read what um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's gonna be just a second, let me pull it back up again. Alright, so.
[AGENT][NEUTRAL] The first remark is according to the information now on your file, your disability was prior to the effective date of your policy. Therefore, no benefits will be payable for this disability.
[CUSTOMER][NEUTRAL] It was prior to my, what, what do you mean affected to my prior date of my policy?
[AGENT][NEUTRAL] So according to the information that you sent in, your disability was before your effective date of your policy and the effective date of your policy is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So it happened before you got your policy.
[CUSTOMER][NEUTRAL] So wait a minute, so no, I had short term disability last year too.
[CUSTOMER][NEUTRAL] I, I'm just trying to understand this. I never, I had short term disability last year too.
[AGENT][NEUTRAL] OK, I understand, um.
[CUSTOMER][NEUTRAL] So I, I don't understand that affect the date of my policy. My policy just transferred over.
[CUSTOMER][NEUTRAL] So I'm just trying to understand it.
[AGENT][NEUTRAL] Right, I
[AGENT][NEUTRAL] OK, alright, so what I'm going to do for you.
[CUSTOMER][NEUTRAL] I think for for short term disability.
[CUSTOMER][NEGATIVE] Oh Lord, yeah. This is crazy, this is crazy. This is horrible.
[AGENT][NEUTRAL] What I'm gonna do for you is.
[AGENT][NEUTRAL] OK, what I'm gonna do for you, Mr. [PII] is.
[CUSTOMER][NEGATIVE] That's just horrible. I think that's just horrible.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] That you're upset and frustrated and what I wanna do for you is I'm going to um send in a
[CUSTOMER][NEUTRAL] So the thing about it is when it was time to re-enroll, when it's time to re-enroll, you don't have to do anything. Your policy just transfers over. I had this this last year, so I don't know what they're talking about.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm looking at it, it looks like the date that your policy originally started was [PII].
[CUSTOMER][NEUTRAL] That's not when my policy started. I had short term disability last year.
[AGENT][NEUTRAL] Did you have it with our company?
[CUSTOMER][NEUTRAL] I had this last year too.
[CUSTOMER][NEUTRAL] With APM, whoever y'all short term, I signed up with short-term disability.
[AGENT][NEUTRAL] Yeah for January.
[AGENT][NEUTRAL] OK, OK, so what I wanna do for you um is I'm going to um put in a request for a claims examiner to call you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And go over the um the decision for the claim with you.
[CUSTOMER][NEUTRAL] Mhm. That's fine.
[CUSTOMER][NEGATIVE] OK, so you're saying that y'all just got my policy. Y'all saying y'all just got my policy. I didn't have this last, last year. That's what y'all are telling me. I didn't have this disability last year, that's what y'all telling me.
[AGENT][NEUTRAL] No, you did.
[AGENT][NEUTRAL] No, you've had it for a year. You've had it for a year. The effective date is [PII]. We're in [PII] now.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine. OK. So now what you're saying, OK, so I had it. So you're saying that, so what, so what were you telling me about it was it effective?
[AGENT][NEUTRAL] So the claim information that you sent in according to what the examiner said.
[AGENT][NEUTRAL] Was that the disability was before the policy was active.
[AGENT][NEUTRAL] The policy was active a year ago on [PII].
[CUSTOMER][NEUTRAL] So why am I, well, OK, so, but I, this, this happened, this, this happened in the last year. I, I'm confused, y'all got me really confused because this just happened.
[CUSTOMER][NEUTRAL] So why, so why they say that I didn't have the policy? Why are they saying?
[AGENT][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yes, Ms. [PII], I, I'm going to make sure that we get somebody to call you and go over the reasons, um, why they made the decision that they made after examining the information that you sent in for your claim.
[AGENT][NEUTRAL] I'm going to send in a request for somebody to give you a call back and go over it with you, OK?
[AGENT][NEUTRAL] It's gonna be a brief hold.
[CUSTOMER][NEGATIVE] That's fine, but I'm just trying to understand why you're trying to tell me that my policy wasn't, that policy wasn't active. That's what you're telling me, but I have had this a year, so why was my policy never active and it just started. That's what I'm trying to see. You, you, you understand?
[AGENT][NEUTRAL] It was
[AGENT][NEUTRAL] It is active and it was active as of [PII], a year ago. So on [PII] is when your policy became active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, so why are they telling me it was inactive when I filed?
[AGENT][NEUTRAL] Because the information sent in for the claim stated that the.
[AGENT][NEUTRAL] Disability took place before [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, no, I need to make sure that my papers, I need to make sure that the right date is on my papers. Maybe it's the date on the papers or whatever. I'm gonna go back over and look at those papers because I, I, I, I have not worked since [PII]. That's my last time working [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Which was
[CUSTOMER][NEUTRAL] That's the last time I, I worked. [PII] or [PII].
[AGENT][NEUTRAL] Which was last month.
[CUSTOMER][NEUTRAL] That's the last time I worked, yeah, that's the last time I worked, yeah.
[AGENT][NEUTRAL] Which was
[AGENT][NEUTRAL] Last month, OK, alright, I'm still gonna put in this request.
[CUSTOMER][NEUTRAL] Yes, and I have not worked since then.
[CUSTOMER][NEGATIVE] Mm. That's ridiculous. I failed at work.
[AGENT][NEUTRAL] I'm, I'm still going to put in this request.
[CUSTOMER][NEGATIVE] So y'all would have got that information from my job thinking that I wasn't that I that I didn't have that insurance. Where would that information have come because y'all can clearly see it's in my file.
[AGENT][NEUTRAL] OK, so that is why I'm gonna need an examiner to call you back so that you guys can go over it together and they can tell you exactly what it is, OK? All right. So um I'm a, I'm.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] That's fine, baby, that's fine.
[CUSTOMER][NEGATIVE] All right, that's fine. I mean, that's ridiculous. Because when I talk to somebody, y'all told me y'all only pay once a month. So that means that since all this stuff is confused, I'm not even gonna get paid this month. I'm gonna have to figure out a way to pay all my bills for next month.
[CUSTOMER][NEGATIVE] I mean, I mean, for the, you know, this is ridiculous. I, I have had a paycheck since um I wanna say November, you know, this is ridiculous. Oh Lord, I, I can't, oh Lord. Mm mm. Somebody messing up big time, but that's fine. You can get somebody to call me back.
[AGENT][NEUTRAL] OK, I'm going to um put you on hold and we're gonna I'm gonna do that um request together while we're on the phone. I'm gonna put you on hold so I can make sure it's done while we're on the phone together, OK? It's gonna be a brief hold.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][POSITIVE] Yes ma'am, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, Ms. [PII], this is [PII]. I've got that call request in.
[AGENT][NEUTRAL] And somebody should be returning your call within 24 hours to go over your claim with you.
[CUSTOMER][NEUTRAL] OK, that's fine. I'm just trying to figure out why would they put that in there when y'all knew I had the policy.
[CUSTOMER][NEUTRAL] My policy didn't, you know, y'all knew I had it.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] You know, either the paperwork ain't right or somebody's not looking at something right or something.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am, um, I understand, and like I said, I've got a request in for somebody to and the claims examiner to call you back and go over it with you.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] OK. You're welcome. I have, I hope you have a blessed rest of your day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Mhm.
[CUSTOMER][NEUTRAL] OK.