AccountId: 011433970860
ContactId: 3e2aebea-4eb9-45f0-a5d4-54dc6a00f8a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 547080 ms
Total Talk Time (AGENT): 308851 ms
Total Talk Time (CUSTOMER): 195590 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/3e2aebea-4eb9-45f0-a5d4-54dc6a00f8a2_20250320T14:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. It's [PII].
[AGENT][POSITIVE] High memory.
[CUSTOMER][NEUTRAL] How are you?
[AGENT][NEUTRAL] Overwhelmed this morning. How about yourself?
[CUSTOMER][POSITIVE] Oh, I'm so sorry, and I call you all chipper and everything. I'm sorry.
[AGENT][NEUTRAL] No, no, no, it's OK. These phones have just been ringing off the hook and
[CUSTOMER][NEUTRAL] I know mine too, yes, um, hopefully this one's gonna be a quick one I have a uh insured on the line she is calling because she was on disability um for January and March I mean January and February, and she was wanting to make sure that the group remitted her payment and that it was coming out.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Of her disability, I don't know how to tell like she's paid the current, but I'm not sure how to tell if the group was remitting it or what, and she does have some money in suspense. Can you take a look and yeah it's uh 215-0345.
[AGENT][NEUTRAL] OK, what's her policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, it looks like both. So we are receiving money from claims, you know, when they process the claim, but the most recent ones, uh.
[AGENT][NEUTRAL] We've received
[AGENT][NEUTRAL] From like a remittance file it might just be that claims haven't been processed and paid the the premium hasn't been paid out of the policy or the claim yet but let's see in February we did receive um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] a premium from the claim.
[AGENT][NEUTRAL] But in March it was paid by the remittance file.
[CUSTOMER][NEUTRAL] Yeah, and I think she said she was just on it for January and February, so I'm not sure.
[AGENT][NEUTRAL] Oh then yeah we received it we received that from claims.
[CUSTOMER][NEUTRAL] OK, so when you say from claims that's coming out of her disability check and not from the group? OK.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] Can, can you see the BTPHI screen?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, but I didn't know.
[AGENT][NEUTRAL] We go over to that real quick and I'll show you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So do you see in January where it says um.
[CUSTOMER][NEUTRAL] I'm there.
[CUSTOMER][NEUTRAL] Uh, the FR claims.
[AGENT][NEUTRAL] I was, that was a correction. Yeah, that's what from that means from claims, but that was corrected. I did something and I corrected it so it looks like February we received um.
[AGENT][NEUTRAL] We received premium in February. I don't know about January because that was taken back out.
[AGENT][NEUTRAL] And for whatever reason I correct that transaction, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, can you talk to her and tell her that you got it from her disability in February, but the group still paid for January.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm not sure how to explain that with all the jargon that it needs to because I didn't know how we tell.
[CUSTOMER][NEUTRAL] You know whether it's coming from claims or how that even works.
[AGENT][NEUTRAL] Well, I do they the the department sends me over a file each morning for um.
[AGENT][NEUTRAL] uh, premium that's paid through claims and also premium that's waived and um if it's being paid through the claim, which means like her disability, it will say the FR claims so it is from the claim and then of course it'll say waiver if uh if it's under waiver at that time but um.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, but I'm more than happy to talk to her.
[CUSTOMER][NEUTRAL] Alright thank you [PII]. Well, she, I've got her verified fully. Her contact number is the number that's listed on the policy, um, so yep, all good. Alright, thank you.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. Mhm. I'm sorry, what was her name again?
[CUSTOMER][NEUTRAL] OK. Oh, [PII].
[AGENT][NEUTRAL] [PII], OK, yeah, I see it there, sorry, I panic.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, you're fine. It's OK.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] All right, here she goes.
[AGENT][POSITIVE] Thanks.
[AGENT][POSITIVE] Hiresa, this is [PII] in the great billing department. How are you today?
[CUSTOMER][POSITIVE] Hi, I'm doing OK.
[AGENT][NEUTRAL] I understand you have a question about where payments were coming from on your policy.
[CUSTOMER][NEUTRAL] Yes, I, I know that they had to take my payment for January and February out of my short term disability. I was just wondering if my job ever made the payment on the premium because they.
[CUSTOMER][NEUTRAL] We're taking it on my check also.
[AGENT][NEUTRAL] Yes I am. So it looks like in January we did receive payments from the group and from your employer and then in uh February we received payment for the uh.
[AGENT][NEUTRAL] I'm so sorry I'm having a moment a from the policy through your claim, so whatever your, I guess it was a disability claim we received uh the payment for the policy in February from that, but we have received premium payment in March from your employer.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so are they gonna
[CUSTOMER][POSITIVE] Reimburse me for the payments they took out of my short term disability for January and February.
[AGENT][NEGATIVE] Unfortunately that's gonna be unfortunately it's gonna be something you have to get with your HR department about I wouldn't know how they're gonna handle that money. I just know I can tell you what we've received.
[CUSTOMER][POSITIVE] Yeah, but the last time this happened, it happened in [PII] when my job was making the payments and um once APL saw that I had the overpayment, they reimbursed me and sent the money back to me. I didn't have to deal with HR.
[AGENT][NEUTRAL] Right, but right now you're not overpaid.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] So they haven't sent us that the um the premium in January was paid solely by your your claim and not by your um employer so there isn't an overpayment at this time norm I know what you're talking about normally if the the employer pays us and the claim pays it, then there's an overpayment that I could refund um that overpayment that the employer sent but at this time I don't have an overpayment. I tell you what, let me look at one thing real quick.
[CUSTOMER][NEUTRAL] I'm not
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, I, I misunderstood because I thought you said that my job paid the payment for January.
[AGENT][NEUTRAL] They did, however, your claim has not, so there hasn't been an overpayment in that manner. Let me see here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I wanna say in January they took $220257 out of my payment.
[CUSTOMER][NEUTRAL] Out of my disability in January.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It took like $250 out and then.
[CUSTOMER][NEUTRAL] February they took 220 something out.
[AGENT][NEUTRAL] So I see in February um it looks like the [PII] I received, we well we received, sorry, the payment from your claim in the amount of uh 24043.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Oh, wait a second here.
[AGENT][NEUTRAL] I'm trying to make sure that I've, I'm reading this correctly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There's um, I apologize, I'm, uh, I don't wanna say I'm new. I'm fairly new and I'm still learning all the way these um the screen looks.
[CUSTOMER][NEUTRAL] That's a
[AGENT][NEUTRAL] I do see a payment.
[AGENT][NEUTRAL] From the employer.
[AGENT][NEUTRAL] In February on the [PII], but your pay to date, it doesn't show that you're hm.
[AGENT][NEUTRAL] I'll tell you what, um, she gave me a callback number of [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Would it be OK with you, Ms. [PII], if I look into this real quick and um call you back? I just wanna make sure I have my information correct. I don't wanna give you the wrong information and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Uh, make things worse.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. OK, so let me find out if I'm reading the screen correctly and.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Now that I'm seeing this payment, it looks like on the [PII] from your employer of 22194.
[AGENT][NEUTRAL] I believe this should have you.
[AGENT][NEUTRAL] Paid further than the group.
[AGENT][POSITIVE] Oh, let me, let me just look into it and I will, I don't wanna confuse you and let me um figure out to make sure I have my information accurate and I will give you a call back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Oh yes, ma'am. Have a good afternoon and I will, good morning and I will call you this afternoon.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] That's OK, thank you.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] All right.