AccountId: 011433970860
ContactId: 54f97e63-4a12-4216-aad7-9034034b9da9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1009969 ms
Total Talk Time (AGENT): 357068 ms
Total Talk Time (CUSTOMER): 292564 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/54f97e63-4a12-4216-aad7-9034034b9da9_20250501T19:11_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I wanted to check on uh to see when this, the short term disability um expires.
[AGENT][NEUTRAL] OK. Are you the insured?
[CUSTOMER][NEUTRAL] No, but I, my husband filled out a form that so y'all can speak with me.
[AGENT][NEUTRAL] OK, so you're calling on behalf of your husband's policy and you're wanting to see when the maximum benefit period ends?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. um, OK, so I can help you with this provided that, you know, I can verify that you are authorized for us to speak to you. So who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, Ms. [PII], thank you and
[AGENT][NEUTRAL] What is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And your husband's policy number?
[CUSTOMER][NEUTRAL] That's what I was looking for, I guess I didn't bring it with me. I have a social.
[AGENT][NEUTRAL] OK, what is that number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, Ms. [PII]. Thank you. Give me a moment please to locate this information.
[AGENT][NEUTRAL] Alright, so Miss [PII] is any information that is provided today would be a verification of benefits and not a guarantee of payment. If you could please verify your husband's name and date of birth first.
[CUSTOMER][NEUTRAL] Oh yeah you my name. I'm [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And the home mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we would have on file for Mr. [PII], well, actually, the one we have on file is yours.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 501-3104.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You have mine [PII].
[AGENT][NEUTRAL] Yes, ma'am. It does appear to be yours. And then the email address?
[AGENT][NEUTRAL] That we would have on file.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] It is an [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. So give me just a moment to see if I can locate this authorization.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Well I'm still looking to, I, I'm still looking for this.
[AGENT][NEUTRAL] Authorization.
[CUSTOMER][NEUTRAL] They had put it to the front because some people have problems finding it.
[AGENT][NEUTRAL] Mm, um, and I'm one of these people that are.
[AGENT][NEUTRAL] Having trouble with that. Give me just a moment. I don't know.
[AGENT][NEUTRAL] Where it's located. So just a moment please.
[AGENT][NEUTRAL] OK, so I have, I did find it, Miss [PII]. OK, so just a moment.
[AGENT][NEUTRAL] And again you're wanting to verify when the dis max disability period will be satisfied, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, on this policy, the maximum benefit period.
[AGENT][NEUTRAL] I apologize about the delay. I'm just having some issues with a couple of my screens loading slower than I'm talking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The maximum disability period is going to be.
[AGENT][NEUTRAL] 6 months. It's 180 days specifically.
[AGENT][NEUTRAL] For injury and or sickness, 180 days.
[CUSTOMER][NEUTRAL] OK, so when do we get the first check?
[AGENT][NEUTRAL] Um, you don't remember when this this disability began?
[CUSTOMER][NEUTRAL] Well I just wanna make sure that's why I'm calling you.
[AGENT][NEUTRAL] OK, cause I can see, I mean, we go all the way back to [PII] with disability. Has he been out on disability more than once or is this all been related?
[AGENT][NEUTRAL] To this particular.
[CUSTOMER][NEUTRAL] Oh, can you, do you have a, can I get the show's extension, please?
[AGENT][NEUTRAL] I don't think that theche is available, Ms. [PII]. Give me just one second, I'll be happy to.
[CUSTOMER][NEUTRAL] I can just leave a message for if I can get her extension.
[AGENT][NEUTRAL] A look.
[CUSTOMER][NEUTRAL] Cause she's more familiar with it, cause I've spoken to her several times.
[AGENT][NEUTRAL] Yeah, unfortunately, there's not a direct extension to be able to call in, Ms. [PII].
[AGENT][NEUTRAL] But give me a moment.
[CUSTOMER][NEUTRAL] Yeah, she gave me her extension. I just.
[CUSTOMER][NEUTRAL] I just don't have it. I, I guess I can just sign it through the email that she sent me because she put a direct extension on there.
[AGENT][NEUTRAL] Yeah and I can't reach out to her unfortunately at the moment because she's not available.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] But yes, ma'am. Now, I'll be happy to look back or do you, do you want me to ask Thay to give you a call?
[AGENT][NEUTRAL] Since you're not sure when this began for him?
[AGENT][POSITIVE] I'll be happy to look through the history on this particular claim that we're currently working on for him.
[CUSTOMER][NEUTRAL] No,
[CUSTOMER][NEUTRAL] Can you ask her to call me, please?
[AGENT][POSITIVE] Yes ma'am, I'll be happy to do that for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Well, you're welcome. So is there anything else, Miss [PII] I can help you with today?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][NEUTRAL] OK, well thank you for calling APL and I hope that you have a very nice afternoon. Oh, give me just a second, she may be available. Do you want to hold one second and let me see if she is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Ms. [PII], thank you so much for holding for me. OK, so [PII] is available now. So if you would like, I'll be more than happy to get you connected with her.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, well, you're very welcome and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey DJ, it's [PII]. OK, so I have, I have Ms. [PII]. No, I would never, yeah, no, I would never give them your direct number. Um, she said something about looking back in an email that you had sent her and I was like, OK. So what you.
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] What she's wanting to know was when, first, I just want to know what the maximum disability was time period, and I explained to her it was 180 days.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So she's wanting to know when exactly it's going to end because she doesn't know when it started.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let's see.
[AGENT][NEUTRAL] And how
[AGENT][NEUTRAL] So how it what is the easiest way when asked that question to find that out?
[CUSTOMER][NEUTRAL] OK, so you'll go.
[AGENT][NEUTRAL] To for me to answer that. I mean, in looking at [PII].
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] So you'll go to your 1st, 1st, 1st claim that we paid which it would be the 071.
[AGENT][NEUTRAL] 071.
[CUSTOMER][NEUTRAL] Yeah, 343486-071 is the claim number.
[AGENT][NEGATIVE] Well, this has been way more than 100 and that's been more than 6 months.
[CUSTOMER][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] That policy says 180 days.
[CUSTOMER][NEUTRAL] He started.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, so let's see, he started.
[CUSTOMER][NEUTRAL] We paid 2 days in [PII].
[CUSTOMER][NEUTRAL] 30
[CUSTOMER][NEUTRAL] July August.
[CUSTOMER][NEUTRAL] 30 September.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I see that is right, isn't it?
[AGENT][NEUTRAL] You're asking me?
[CUSTOMER][NEUTRAL] So, oh, OK, OK. Well, I was looking at the wrong, I was looking at the wrong thing. OK, his new one, his new one didn't start. It's start to [PII].
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] See, that's what I'm asking. So, without having to look through, say, so like.
[AGENT][NEUTRAL] Without having to look through every single claim, how would we know, how do we know which, when this particular disability began?
[CUSTOMER][NEUTRAL] Yes, so.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] If it's a yeah if it's your policy on your Amtrak.
[AGENT][NEUTRAL] Yeah, that's where I am.
[CUSTOMER][NEUTRAL] Uh, um, you see that.
[CUSTOMER][NEUTRAL] 202401 2024 02 202501.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Not, what numbers are you calling off?
[AGENT][NEUTRAL] Are you on the claim number?
[CUSTOMER][NEUTRAL] I'm on Amtrak.
[AGENT][NEUTRAL] Yeah, I'm looking at Amtrak, but which column are you looking at?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it is the second to the last one it says PO number.
[AGENT][NEUTRAL] The number, uh-huh, OK, yeah, got you.
[CUSTOMER][NEUTRAL] OK, so you see that 202401, that means that was their, their first occurrence for their first disability for [PII]. Then he had another disability for [PII]. Now, on [PII].
[AGENT][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, he, he has another disability, so we'll look at the first one that we paid for [PII] which will include your elimination period, so this one would be.
[CUSTOMER][NEUTRAL] What is that claim number 3556516?
[AGENT][NEUTRAL] That's the 2nd 1.
[CUSTOMER][NEGATIVE] And but the first one was denied.
[AGENT][NEUTRAL] 00.
[AGENT][NEUTRAL] I say that, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, so his elimination period was over on we first started paying on [PII].
[CUSTOMER][NEUTRAL] So that would be we paid 5 days in January.
[CUSTOMER][NEUTRAL] In February we paid 30.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] March we paid 30 April.
[CUSTOMER][NEUTRAL] We paid 30.
[CUSTOMER][NEUTRAL] So 123, so it looks like we paid 3 months and 5 days.
[CUSTOMER][NEUTRAL] So let's
[CUSTOMER][NEUTRAL] Let's see if we can figure this out.
[AGENT][NEUTRAL] What?
[CUSTOMER][NEUTRAL] It's easier when it's a year, so you know.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] But 66 months.
[CUSTOMER][NEUTRAL] 6 months we got, we got to do some figure and so we got 5.
[AGENT][NEUTRAL] Cause this, cause it's not actually 6 months. It's 180 days period.
[CUSTOMER][NEUTRAL] Right, which is 6 months.
[AGENT][NEUTRAL] Yeah, I understand. Well, yeah. Mm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so let's do our calculator.
[AGENT][NEUTRAL] Well, do you want me to release her to you so she won't think I'll put her on eternal hold?
[CUSTOMER][NEUTRAL] Yeah, you can, yeah.
[AGENT][NEUTRAL] Cause at first you weren't available and I was just gonna send you an email, but then you went green and that's when I jumped on Teams right quick and um messaged you. Oh, she may have, yeah, she may have already hung up [PII]. Do you have her number to?
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Right, that I, that's, yeah, I do. I can call her back.
[AGENT][NEUTRAL] Yeah, it's, uh, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, well, if she's not there when I release the call, just if you'll please call her back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Oh yeah, she probably thinks that I didn't know what I was doing and lost her, but.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, all right girl. Well, thank you so much. All right, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Alright, bye.