AccountId: 011433970860
ContactId: 59be03a3-bd94-4cc9-a00d-fae5bd0cb01a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320420 ms
Total Talk Time (AGENT): 100711 ms
Total Talk Time (CUSTOMER): 128721 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/59be03a3-bd94-4cc9-a00d-fae5bd0cb01a_20250625T19:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I got a letter saying that
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I put a claim in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you have a policy with us?
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I I know I didn't put this in.
[AGENT][NEUTRAL] OK, uh, what is your last name?
[CUSTOMER][NEUTRAL] [PII] D.
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] Y.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, let me see.
[AGENT][NEUTRAL] Did it reference, um, it doesn't have a policy number on there or?
[CUSTOMER][NEUTRAL] No, just a letter it has my name, address, it says dear policy holder, we, we, we received a claim on your policy.
[CUSTOMER][NEUTRAL] And review of the claims started.
[CUSTOMER][NEUTRAL] In some cases additional information must be requested from you.
[CUSTOMER][POSITIVE] For your providers of medical services, yada yada yada, thank you for trusting APL.
[AGENT][NEUTRAL] OK. Uh, what's your birthday, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then can you verify your address?
[CUSTOMER][NEUTRAL] [PII]. Do I have a policy with you?
[AGENT][NEUTRAL] It looks like you had a short-term disability policy, um, but that terminated back in [PII].
[AGENT][NEUTRAL] Um, let's see what we received. Well, let me pull up what we received.
[AGENT][NEUTRAL] Did you have a disability in [PII]?
[CUSTOMER][NEGATIVE] Yeah, but I never even signed up with you guys. I never, I never signed a policy with you guys. That's, that, that's one of the big drawback. I never signed a policy with your company, never made a claim, period.
[AGENT][NEUTRAL] Uh, it would have been through your employer.
[CUSTOMER][NEUTRAL] Yeah, but I, I would have to find something.
[CUSTOMER][NEUTRAL] So when was the claim, when was the claim made?
[AGENT][NEUTRAL] Uh, it looks like this is.
[AGENT][NEUTRAL] I'm reading what we received, so it looks like we got a
[AGENT][NEUTRAL] State of California Department of Insurance, uh, says in [PII], your union Professional Peace Officers Association changed insurance agent.
[AGENT][NEUTRAL] Then transferred to group disability.
[AGENT][NEUTRAL] He wants to void your insurance and receive a refund of all premiums?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I was, yes, I was, I, yes, I told the union that because I never changed anything. Somebody changed it.
[CUSTOMER][NEUTRAL] Somebody changes, so who put in for this, this claim. I went, I went to ERB and told them, and I guess they
[CUSTOMER][NEGATIVE] I don't know. I never called you guys to put a claim for nothing.
[AGENT][NEUTRAL] Well, it's just, it, it's not necessarily a claim, it's just we received this piece of correspondence from the insurance department of
[AGENT][NEUTRAL] Insurance based on a complaint you made.
[CUSTOMER][NEUTRAL] All the state, the states, OK, I got you now. Oh, I, I, I got you now. I get it because I, I, what I did, I, I filed.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I filed something with the state of [PII] because
[CUSTOMER][NEGATIVE] I never, I never did that. I never put in, I never changed for your company.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] I never changed anything.
[AGENT][NEUTRAL] And it wouldn't, yeah, so that's that's what that is. It's not an actual claim. It's just that's how we word it, um.
[CUSTOMER][NEUTRAL] I get it now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the, the state, yeah, the state put, yeah, the state.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I get it now just.
[CUSTOMER][NEUTRAL] The investigator from the state put in for this, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I'm sorry, I'm sorry about it.
[AGENT][NEUTRAL] Oh, no, it's, it's fine. Uh, I understand the confusion. Sorry about that.
[CUSTOMER][NEUTRAL] So what I do, just wait till I hear from somebody?
[AGENT][NEUTRAL] Yes, um, I guess we've got a request to look into this, so I'm sure an investigation will be started and then we'll look in to see what, what happened. So, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you very much.
[AGENT][POSITIVE] OK, well, thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] All right, you too. Bye.
[AGENT][POSITIVE] Thank you bye bye.