AccountId: 011433970860
ContactId: 55ea1edf-6d80-4d0f-af2d-a6b134929434
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 502760 ms
Total Talk Time (AGENT): 226897 ms
Total Talk Time (CUSTOMER): 191926 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/55ea1edf-6d80-4d0f-af2d-a6b134929434_20250602T19:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in Group billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, ma'am, um, I need to speak to someone about my policy, um.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] What happened is, uh,
[CUSTOMER][NEUTRAL] Uh, I was supposed to be covered through April.
[CUSTOMER][NEUTRAL] Um, but apparently, um, the form my doctor sent y'all, uh, it looked like, uh,
[CUSTOMER][NEUTRAL] Because you got, I mean, it looked you guys started to say that uh that they returned me to work uh like uh around [PII] or something and uh my coverage uh ended on April so my last payment from y'all was supposed to be the end of April.
[CUSTOMER][NEUTRAL] But it got cut short, but, uh, I'm still, uh, on no work from my doctor till December this year and, and really it only cut me short $600. I'm just trying to, to get that the doctors, uh, said they resent you the form and, uh, but I think if they, if you look on it, you'll see it says, uh, out till December of this year.
[CUSTOMER][NEGATIVE] So I can't work
[CUSTOMER][NEUTRAL] And that would make me qualify for getting the, the other $600 because I got cut short on my last month of coverage.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm probably making this sound way more confusing than it is.
[AGENT][NEUTRAL] No, sir, you're not. It's just I need your policy number and um this is, since this is about a claim, I will probably, I will need to transfer you to the claims.
[AGENT][POSITIVE] And they'll be able to help you with that. So, if you can give me your policy number and let me get you.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah the questions I asked.
[CUSTOMER][NEUTRAL] OK, can I give you my, can I give you my social? Would that be OK?
[AGENT][NEUTRAL] Uh, you certainly may, and I, and first of all, let me, um what is your name?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII], I've probably talked to you before. I've talked to the other ladies quite a bit.
[AGENT][NEUTRAL] OK. OK, [PII].
[CUSTOMER][NEUTRAL] Uh, I think I was in a different department.
[AGENT][NEUTRAL] All right. And can you give me a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right. Thank you so much. And one moment, let me get to that screen so I can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, one moment.
[AGENT][NEUTRAL] Wait on it to come up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], say, um, can you verify your, um, the last four digits of your social please?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Thank you so much. Oh well, you just gave me, never mind. It's been a long day.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] I understand. I, I understand totally.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] Oh [PII]. What I mean, can you verify your address?
[CUSTOMER][NEUTRAL] Hey, I didn't, I just went with it. I wasn't gonna say, yeah, uh, 30.
[AGENT][POSITIVE] Uh, you, I, well, I appreciate it. Thank you.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am, uh, [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, [PII], can you verify your, um,
[AGENT][NEUTRAL] Date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you so much for verifying all of that. So you're calling about a claim.
[AGENT][NEUTRAL] Is that correct? All right. Just wanna make sure that I got my facts straight.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, I.
[AGENT][NEUTRAL] Now what I'm gonna have to do is transfer you over so is there anything else that I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No ma'am, you've been very helpful thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well, thank you and you have a great day, OK? One moment, please. Thank you.
[CUSTOMER][NEUTRAL] You too ma'am.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] in group billing. um, I got a call.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I got an insured on the phone who's calling about a claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And his policy number is 2356292. It's [PII] and uh a good call back number for him is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he, he said that um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The doctor said that he was supposed to be on leave until December, but we got him coming back earlier. There, I don't know anything about all that, but
[CUSTOMER][NEUTRAL] Oh boy.
[AGENT][NEUTRAL] That's, that's not my expertise. So, um,
[CUSTOMER][POSITIVE] I got you I got you.
[AGENT][NEUTRAL] But, yeah.
[CUSTOMER][NEUTRAL] Not quite what you work on day to day is it?
[AGENT][NEUTRAL] No, it's not, but if you can, but I have verified everything, um, his email, his address, his date of birth.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Social, everything, so he is fully verified.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is there a particular claim that he called about so I can look at that and then kinda go from there?
[AGENT][NEUTRAL] I think it says disability.
[CUSTOMER][NEUTRAL] Right, but like is there a particular claim number that he mentioned?
[AGENT][NEUTRAL] Uh, he did not, he did not give me a claim number. I had to look for his policy number by his social, so.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, that's OK. Let me see if it's the most recent because it.
[AGENT][NEUTRAL] I do apologize.
[CUSTOMER][NEUTRAL] No, that's OK. Uh, let's see, return to work for information according to the information received, we've allowed benefits through the return to work. OK, so that's probably what he's calling about because we've denied him additional benefits.
[AGENT][NEUTRAL] Uh, I think that's, that sounds, mhm. Yeah, he said that it was something about an extra $600 or something. That's like I said, I don't know.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] claims is not my.
[CUSTOMER][NEUTRAL] No, that's fine. I completely understand.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK, uh, yeah, I have it pulled up so I can give it a look and kinda discuss it with him and see where we can go from here.
[AGENT][POSITIVE] All right, [PII]. Well, thank you for your help and you have a good day.
[CUSTOMER][POSITIVE] You're welcome. Yes ma'am, you too.
[AGENT][NEUTRAL] All right. All right, bye-bye.