AccountId: 011433970860
ContactId: 513aa4cf-9e99-4779-91da-96a4f216665e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 476739 ms
Total Talk Time (AGENT): 243834 ms
Total Talk Time (CUSTOMER): 128726 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/513aa4cf-9e99-4779-91da-96a4f216665e_20250411T20:01_UTC.wav
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[CUSTOMER][POSITIVE] It was a cool, school call.
[AGENT][NEUTRAL] AP [PII], how may I help you?
[CUSTOMER][NEUTRAL] Hey, uh, my name is [PII], and I'm calling on behalf of my husband, [PII]. We're just checking on the status of his short-term disability.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And may I please get um the policy number?
[CUSTOMER][NEUTRAL] OK, give me just a second. I'm trying to pull it up right now.
[CUSTOMER][NEUTRAL] I thought I had it up.
[CUSTOMER][NEUTRAL] Uh, hold on.
[AGENT][POSITIVE] Yes ma'am, take your time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I have to log back in.
[CUSTOMER][NEUTRAL] OK, short term is 2605764.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], is [PII] there for me to be able to speak with to get consent to discuss the policy with you?
[CUSTOMER][NEUTRAL] Oh yes, I forgot we only have it on the.
[CUSTOMER][NEUTRAL] so indemnity the third party. Hold on, let me get it.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You need to know that you can uh send me your permission. Oh.
[AGENT][NEUTRAL] Hi, [PII], this is [PII] with APL. I just need your consent to speak with Ms. [PII] about your short term disability policy, and I need you to verify a little information with me. Um, can you please give me your date of birth, sir?
[CUSTOMER][NEUTRAL] we can use the whole
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [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] Address is [PII].
[CUSTOMER][NEUTRAL] Phone number is [PII] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then one last, one last verification, your email address, please?
[CUSTOMER][NEUTRAL] And what else did you want?
[CUSTOMER][NEUTRAL] yeah, uh [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying the policy for me.
[AGENT][NEUTRAL] And you can go ahead and put Ms. [PII] back on the phone now.
[CUSTOMER][POSITIVE] Uh, thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, you're welcome. And you spell your name [PII]?
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] [PII] OK. Alright, so trying to find claim status, uh.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEGATIVE] Looks like something was reported on.
[AGENT][NEUTRAL] [PII] today.
[AGENT][NEUTRAL] Let's see what that says.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, this is what they're saying um it has a remark, it's a pretty long remark so let me read to you what it says.
[AGENT][NEUTRAL] Um, that it's a pre-existing condition.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Pre-existing condition as defined in section 4 of your policy means disease, injury, sickness, or physical condition or mental illness for which received treatment incurred at an expense or took medication, received care for or services including diagnostic testing or related measures or received a diagnosis or advice from a physician.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] During the period immediately before the effective date of your coverage, no disability would be payable if disability is caused by or resulting from a pre-existing condition.
[AGENT][NEUTRAL] The limitation will not.
[CUSTOMER][NEUTRAL] But it was not a pre-existing condition.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I don't understand. It, it was not a preexisting condition.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] They never had problems.
[AGENT][NEUTRAL] OK, uh, and I'm just reading you.
[CUSTOMER][NEGATIVE] It was not pre-existing. I don't understand where they're getting this from.
[AGENT][NEUTRAL] Yes ma'am, I understand. um, now I can have um one of the claims specialist call you back and discuss the policy with you discuss the claim and how it was processed if you would like for me to do that.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] Because he's
[CUSTOMER][NEUTRAL] Yeah, cause it was never, he's never had anything with his back.
[CUSTOMER][NEUTRAL] Ever.
[AGENT][NEUTRAL] OK. All right. Well, Ms. [PII].
[CUSTOMER][POSITIVE] When he went into the hospital, it was because he couldn't walk out of that truck and that's, he's never had a problem with his back.
[AGENT][NEUTRAL] OK, yes ma'am I understand. Well, we'll get you some help. I'll have a claims specialist call you back um I'm going to put you on a brief hold while I get that request in for somebody to give you a return call.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So it's gonna be just a moment while I have you hold.
[CUSTOMER][NEUTRAL] OK, is it possible to just transfer me? I know I've been, I've been transferred before to a claims person. Can that happen today?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I'll go ahead and transfer you.
[CUSTOMER][NEUTRAL] Because we've been waiting for like 6 weeks for this.
[AGENT][NEUTRAL] I understand and I'll go ahead and transfer you on over now it'd be a brief hold.
[AGENT][NEUTRAL] Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, ma'am. This is just
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well you guys have a wonderful blessed weekend and thank you for calling APL. It's gonna be a brief hold.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] in the care team. I have uh an insured on the phone and actually it's his wife that we're talking to and I did get consent to discuss his claim with her and they verified the policy or he verified the policy. The, the wife's name is [PII], it's [PII]
[AGENT][NEUTRAL] Uh, the policy number?
[AGENT][NEUTRAL] is 26.
[AGENT][NEUTRAL] 05764.
[AGENT][NEUTRAL] And they are calling about claim number 3584364.
[AGENT][NEUTRAL] I read the remarks and they have further questions about the claim and the denial on it.
[CUSTOMER][NEUTRAL] OK, you can send them over.
[AGENT][NEUTRAL] And I tried to get her to give, you know, let you guys call her back but she wanted to speak to somebody right now.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Oh, are you?
[AGENT][NEUTRAL] Ms. [PII], I haven't, I haven't released the call yet. Sorry, I didn't know you were ready. I'll release it now.
[CUSTOMER][NEUTRAL] OK.