AccountId: 011433970860
ContactId: 346eaf64-6bc8-42a4-8ae6-47b7a3c51a0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 700409 ms
Total Talk Time (AGENT): 259907 ms
Total Talk Time (CUSTOMER): 266805 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/346eaf64-6bc8-42a4-8ae6-47b7a3c51a0d_20250116T14:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, how are you doing today? This morning.
[AGENT][NEUTRAL] How are you?
[CUSTOMER][NEUTRAL] I'm all right. I'm trying to check on a claim that I don't understand what's going on with it.
[AGENT][NEUTRAL] OK. Well, I can help you with your claim. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] and my contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] It's 218-888-62.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And Mr. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And this is your most recent claim here?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK. Let me pull that up.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK, it's coming up now.
[AGENT][NEUTRAL] Let me see what's going on with the claim [PII].
[AGENT][NEGATIVE] So it looks like it's on hold. I'm waiting for the denial or the whole reason.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] So it, OK, so the
[AGENT][NEUTRAL] The policy or the claim is processed, it's just saying that they can't release funds until the [PII]. So at the time it finished processing on the [PII], so the funds can't be dispersed until the [PII]. So it's, it's finished processing, that whole code is just saying benefit paid after the [PII] because it was finished on the [PII].
[CUSTOMER][NEUTRAL] So when you say benefits paid after the [PII], what does that mean?
[CUSTOMER][NEUTRAL] The [PII] and came and gone.
[AGENT][NEUTRAL] Right, so what I'm saying is at the time that the claim was filed or finished processing, it was [PII].
[AGENT][NEUTRAL] So all that code that was on that explanation of benefits is saying is today that it was the [PII], we have to wait until the [PII] to disperse the funds. Now you have direct deposit set up, so I'm not saying that it's gonna be in there on the [PII].
[AGENT][NEUTRAL] Of course, it could take those 3 to 5 days, but that code is just saying we finished on the [PII], we can't release until the [PII]. That's all I'm saying.
[CUSTOMER][NEUTRAL] OK, so it's still in pending status, so I'm trying to understand normally y'all send out a text, you know, I, I don't understand how y'all do stuff out there. It's always something, you know what I'm saying, now I gotta call you say it's, it's a whole, you understand what I'm saying? I, I don't understand all that, so I'm trying to figure out.
[CUSTOMER][NEGATIVE] When is it gonna process? Complete process. Because what y'all saying it ain't doing.
[AGENT][NEUTRAL] OK, I mean, I don't.
[AGENT][NEUTRAL] The only thing that I
[CUSTOMER][NEUTRAL] The lady
[CUSTOMER][NEUTRAL] Do, do you understand what I'm saying? You're telling me something that you say gonna happen on a certain date.
[CUSTOMER][NEGATIVE] But it's still ain't holding.
[AGENT][NEUTRAL] But it's not the only reason that it was in holding is because it was finished processing before the [PII]. It's already been sent to your bank, but for me to tell you it's going to be in your bank on the [PII], I can't do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, the reason I'm saying what I'm saying is because normally when you're finished processing the claiming your online service, it'll have a date, uh uh uh uh confirmation and the amount of whatever it is, but it's not showing anything, it's still showing pending.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And you telling me that it didn't process.
[AGENT][NEUTRAL] Oh, so you see it as pending online, OK.
[CUSTOMER][NEUTRAL] And it's not saying that the process didn't happen. Normally it processes and it takes you, you understand what I'm saying? And I'm just trying to understand cause I'm trying to figure out how I need to pay my bills. And don't get me wrong, I all I'm saying is
[AGENT][NEUTRAL] Right. Now I get that part. I understand.
[CUSTOMER][NEGATIVE] The lady before said, well, it processed on the [PII]. It ain't gonna process till the [PII]. No problem. I understand all of that, but I'm saying something seems to not be right. That's all I'm getting there because now you're saying something, she wouldn't say nothing. Yesterday when I, oh, it's gonna process after [PII]
[CUSTOMER][NEUTRAL] You see what I'm saying? That's the only reason I'm saying because
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I'm not getting a straight answer. I'm just getting an answer. You understand what I'm saying? And that's all I'm just trying to clear up. Last time, last month, they denied it and it, it went crazy to talk to you probably if you sound like the same person I talked to, they got it straight. So and you know, so that's the only reason why I'm kind of apprehensive, you know what I'm saying? Don't get me wrong, I'm just.
[AGENT][NEUTRAL] Mhm. I've talked to you before.
[AGENT][POSITIVE] I completely understand.
[CUSTOMER][NEUTRAL] It's like.
[AGENT][NEUTRAL] I, uh, if you like, I can reach out to claims and see like if
[AGENT][NEUTRAL] Like a dollar amount because once from what I see.
[AGENT][NEUTRAL] Nothing. I'm not going to be able to give you like a dollar amount or any of that until it's sent to the bank, because all I see on my end is um it's already finished processing funds will be dispersed on or it is on or around the [PII]. So I can reach out the claims and get, you know, just to let you know what's coming to you, um, if you want to do that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Well, that's fine, that's fine. Like I said, I, I, I'm just trying to be clear cause hell, I don't know nothing. All I'm waiting on is, you know, we'll wait to get to your bank when it's not saying what it normally does, you know what I'm saying?
[AGENT][NEUTRAL] You want me to do that?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Through your system, so that's why I'm calling because I'm like, well hell, it's still in pending status on the on the online thing, you know, see what I'm saying she did say y'all process it on the [PII], and I'm like, well, I just don't understand. That's the only reason I'm saying what I'm saying, but I got you.
[AGENT][POSITIVE] Well, I, I completely understand and I can get some clarity for you. Um, if you don't mind, I can, I can reach out to claims and see, um, get more of an answer for you. That's totally fine. I don't mind doing that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. That'll work for me.
[AGENT][NEUTRAL] OK. Um, do you mind if I place you on just a brief hold while I call them on the other line? OK, hold on one moment.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah, but I still wanna know why it even looks like that.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Right, but is there like something on the back end that I can because
[AGENT][NEUTRAL] Let me see, let me see, let me see.
[AGENT][NEUTRAL] You can do this and then look up the mail number maybe.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[AGENT][NEUTRAL] Hey, Ms. [PII], this is [PII] on the care team. How are you doing?
[CUSTOMER][POSITIVE] I'm doing great.
[AGENT][NEUTRAL] Can you look at this disability claim with me? I don't know, uh he's asking for an update, but
[CUSTOMER][NEUTRAL] OK, what's the policy number? I can tell.
[AGENT][NEUTRAL] I don't know what to tell them. It's, it's 218-886-2, sorry.
[CUSTOMER][NEUTRAL] That's fine. This is Mr. [PII]. I'm waiting on to get. I'm trying to get this process assessed now, telling me it will be processed today, you know, benefits will be processed after the [PII] of each month, uh huh, and I'm working on it now. I, it would've been processed, but I had to wait the bill and roll the premium back but I can waive this premium. That was the whole up but look like they don't did it, so tell them that we're working on the [PII] of the month, uh, benefits today. That's all you guys know, OK.
[AGENT][NEUTRAL] 15, uh-huh.
[AGENT][POSITIVE] OK. All righty. Thank you, Ms. [PII].
[CUSTOMER][POSITIVE] OK, you're welcome. All right, bye bye. Bye.
[AGENT][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] OK. Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, thank you so much for holding. I just spoke with Ms. [PII]. She's the one processing your claim. So she said they're working on the [PII] now. She said billing just um put your premium on so that you don't have your premium taken out of your monthly payments, so they wait, they um
[AGENT][NEUTRAL] Got the premium and that was waived for you and she said you'll see an update by end of day today and it's being dispersed to your bank, but she had to wait for billing so that the premium is not taken out of your total.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, and that's fine. I appreciate it. I, I just was trying to get an understanding. So, alright, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So it should look normal to you a little later on today, but it's on the way to you. Yes, sir.
[CUSTOMER][POSITIVE] Don't today. Wait. OK, alright, that's it. I appreciate it. That's the kind of answer I needed. Alright, thank you so kindly.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, you're done fine. I.
[AGENT][POSITIVE] All right. Well, thanks for calling. I hope you have a good day.
[CUSTOMER][POSITIVE] Alright you too thanks alright bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.