AccountId: 011433970860
ContactId: 3ec4b621-a470-4fd8-820c-214eed5dce4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 571630 ms
Total Talk Time (AGENT): 308062 ms
Total Talk Time (CUSTOMER): 212356 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/3ec4b621-a470-4fd8-820c-214eed5dce4e_20250213T22:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII], with whom am I speaking. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you doing today?
[AGENT][POSITIVE] Good and you girl? How's it going?
[CUSTOMER][NEUTRAL] I need a nap.
[AGENT][NEUTRAL] Oh Lord, please don't mention that. I just told my husband I got 13 more minutes to go. He said, [PII], you calm down? I said yes.
[CUSTOMER][NEUTRAL] Yes, that's what we do.
[CUSTOMER][NEUTRAL] We count down.
[AGENT][NEUTRAL] What you got?
[CUSTOMER][NEUTRAL] Well, I have an insured on the phone, Ms. [PII], and she was calling to see if we received her provider information which we have, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But here's the thing, she's with APFA.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh the claim was processed prior to the effective date and it shows the policy termed on [PII] and she was she said that she had spoke to someone and they told her to still file with our company since she didn't return to work or since she has been out of work since August.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] 226-8124.
[AGENT][NEUTRAL] OK, 226.
[AGENT][NEUTRAL] 8124. OK, Ms. [PII], so this is her same disability that's uh continued she filed it with us and it's continuing, is that what you're well.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Well, it looks like it's just the initial one.
[AGENT][NEUTRAL] Yeah, it's the same one that's what I'm saying.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It just continued. Mhm.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And I would first told her that she may need to contact uh Fidelity because she's with that uh APFA because I know that you switched to a different disability and she was saying, well, someone told me I need to file with y'all since I wasn't working prior to my the policies switching over, but.
[AGENT][NEUTRAL] Mhm, go ahead.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, I can tell her, I can tell her, but I see because I see right here [PII] processed this claim with the data service of [PII]. That is after her terminated date. We're not gonna process this claim. She needs to go with whoever her new carrier is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But I can let her know that.
[CUSTOMER][POSITIVE] OK. Well, I appreciate you so much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure. OK. And what's the callback number? Is it the one that I see the [PII]?
[CUSTOMER][NEUTRAL] Uh yeah, [PII], yes.
[AGENT][POSITIVE] OK. All right. Thank you and you verified everything, right?
[CUSTOMER][NEUTRAL] You know, I did. Yes, ma'am.
[AGENT][POSITIVE] OK, have a good one, OK?
[CUSTOMER][NEGATIVE] You too only got what, you only got 16 minutes to go.
[AGENT][NEUTRAL] You don't count down. Help me count down, alright.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, bye-bye. Thank you for calling APL. This is [PII]. Is this Miss [PII]?
[CUSTOMER][NEUTRAL] Hi, yes, yes, it is.
[AGENT][NEUTRAL] OK, thank you, and I understand that your name, date of birth, physical address and email has been verified and you're calling in today because the claim was denied that the policy turned, and what can I help you with on that today? Now, she says.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, well, actually I was calling because I didn't hear any update about the um paperwork that was backed, so I was just calling to follow up but I wasn't aware that the policy had terminated because I actually applied because one of your um colleagues or employees.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Actually sent me the paperwork and said that I was eligible for those benefits and I've been having the, um, I know that it hasn't been taken out of my paycheck from work. It's been actually coming out of my bank account every month.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] So, I don't know why they wouldn't tell me that it terminated.
[AGENT][NEUTRAL] And that may, so.
[AGENT][NEUTRAL] I don't know. You would have to check with either your employer or the union because I see your uh the uh association of Professional flight attendants. You all that whole group termed with the same term date [PII], so I don't know.
[AGENT][NEUTRAL] Um, why the employer didn't relay that information and because of the date on this, uh, disability claim that you file, this policy is term so we wouldn't handle that claim. You would need to go to your whoever the new carrier is that, uh, the, uh, the association of Professional flight attendants chose for you all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm, OK, uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, because they were saying that because the, the last person that I spoke with, they said that um APL was with the APSA up until I believe September.
[CUSTOMER][NEUTRAL] And since I was filing the claim for the paperwork for August, they said that I should do APL and if it was after that date, then I should file with Colonial.
[AGENT][NEUTRAL] Right. But here's the thing. Here's, here's the thing. I think we're uh I think where it's uh kinda hard to understand what, what was said. Uh, so correct me if I'm wrong, you delivered a baby, correct? You had a baby. OK. And the baby, you went out on [PII]. Is that correct?
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] That is the issue. I'm looking at the notes and I do see that you all discussed the August date but that only would have applied if you went out in August. You didn't actually go out in August.
[AGENT][NEUTRAL] So that's why that doesn't apply.
[CUSTOMER][NEUTRAL] Meaning, what do you mean that I didn't go out as far as
[AGENT][NEUTRAL] If you would have, if you would have, if you're, let me see here, let me see.
[CUSTOMER][NEUTRAL] Because my last work date was [PII].
[AGENT][NEUTRAL] OK, let me put you on a brief hold and check with the uh person that processed this claim. She may be able to better explain it for you to you one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey [PII], I got a disability on the line. It's an APFA, but you denied it and it's because her policy lapsed on [PII], but she's saying her last, OK, 226.
[AGENT][NEUTRAL] 8124 and it's for [PII] and I see your
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. It'll look like it. Mhm.
[AGENT][NEUTRAL] She delivered in November.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right. I have already explained that, but she keeps trying to say my last day of work was August. Yeah, but we go, we go by when the doctor.
[AGENT][NEUTRAL] Cause we go according to what the doctor says.
[AGENT][NEUTRAL] OK. Oh yeah.
[AGENT][NEUTRAL] Right. I, I saw that. I just wanted to make sure. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, OK, thanks [PII]. All right, bye bye. OK, bye bye.
[AGENT][POSITIVE] OK, thank you for patiently waiting uh Miss [PII]. So, uh, what happened was you on your
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Claim form that your last day of work was [PII]. That is not the date that we go by. We go by, we go according to what date the doctor put you out on his or her claim form. And according to the doctor's claim form, your date of disability, that doctor took you out on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's why it wouldn't be processed up under this policy because it was elapsed.
[AGENT][NEUTRAL] At that time.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK. So, who do I need to talk to about it being left? Because I don't.
[CUSTOMER][NEGATIVE] I don't understand.
[AGENT][NEUTRAL] That's your, that's your employer, your group, your employer made a decision that they no longer wanted to be with APL they chose somebody else, so you need to contact your HR uh-huh, and see who your new carrier was, yeah, after September who your new carrier was after [PII] because that's who you would file your claim with.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so, OK, so it's the other person that they talked about.
[CUSTOMER][NEUTRAL] OK, because they sent me both of the paperwork so I do have the paperwork for the other.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK. OK. I just.
[AGENT][NEUTRAL] OK. I'm sorry. I'm sorry it's been confusing. I know, I know. It's confusing. Yeah. OK. Well, all right. Is there anything else I can help you with? Yes, ma'am.
[CUSTOMER][NEUTRAL] This was so much paperwork and so much and going back and forth.
[CUSTOMER][POSITIVE] OK, well I'm glad I called.
[CUSTOMER][POSITIVE] No, that's all. Thank you so much.
[AGENT][POSITIVE] OK, you have a great day and take care. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] You too thank you.