AccountId: 011433970860
ContactId: 3ea81fe3-2333-4ba9-afd2-ac73b7aba70f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197440 ms
Total Talk Time (AGENT): 132617 ms
Total Talk Time (CUSTOMER): 70526 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/3ea81fe3-2333-4ba9-afd2-ac73b7aba70f_20250304T22:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, hey, [PII], how are you?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] This is [PII] calling on behalf of [PII].
[AGENT][NEUTRAL] OK, let me have that policy numbers. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, 021172-01.
[CUSTOMER][POSITIVE] Sorry to call you so late. I just got a moment.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Oh, that's all right. I don't get off, uh, uh, yeah, I don't get off the 5. Give me, uh, your phone number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and verify his date of birth and your mailing address for verification.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, how can I help you today?
[CUSTOMER][NEUTRAL] I was just checking on it because I had sent faxed that.
[AGENT][NEUTRAL] Oh, OK. Yes, ma'am. That was done on your checking claim status where we y'all had called and give me the information. Yeah, that was processed on the [PII], which was that Thursday. It would be mailed out of the office on that Friday.
[CUSTOMER][NEUTRAL] OK, how much is it gonna be?
[AGENT][NEUTRAL] OK, let me make sure we got, I can remember, do we have a third party thing that we can give you information or not? That's why I'm.
[CUSTOMER][NEUTRAL] Mm, I'm on there uh I faxed it in already.
[AGENT][NEUTRAL] Yeah, OK, OK. I still, uh, let me tell you how much it was. OK, let me see.
[CUSTOMER][NEUTRAL] Because I know you have to take out 500 now, right?
[AGENT][NEUTRAL] Yeah, well, no, we took out whatever it was that you owe I believe it was $900. Yeah, it was $900 that was owed because he, we paid him for them days in September, which was the overpayment. But anyway, the benefit is a benefit of $2600. That's what he got paid $2600.
[CUSTOMER][NEUTRAL] OK, I have 11 question.
[CUSTOMER][NEGATIVE] Um, I'm supposed to pay you 500 a month, is that right? For the, for the, uh, insurance because he's not working.
[AGENT][NEUTRAL] For what
[AGENT][NEUTRAL] For what?
[AGENT][NEUTRAL] Oh well, I, I don't, OK, we don't do anything with, I don't do anything with the insurance. That would be billing on his disability, his disability, once he's been off work uh more than 3 months, then for his disability, it'd be taken out of his disability. That's just his disability only, nothing to do with his uh other insurance that he might have with our company or any other company, just a disability. And this policy is a 6 month policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK, what's the number where I could that I can call to check on that?
[AGENT][NEUTRAL] You, oh, you, you, you be you universal trucking people. That's [PII] that you need to speak with and her number is [PII], and her extension is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How do you spell [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome. Anything else I can help you out with today?
[CUSTOMER][POSITIVE] No, I hope you have a good night, thank you.
[AGENT][POSITIVE] OK, thank you. You have a wonderful day and thank you for calling American Public Life. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.