AccountId: 011433970860
ContactId: 5f66f7bc-b599-455b-b6f4-469b45be975c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 792340 ms
Total Talk Time (AGENT): 328513 ms
Total Talk Time (CUSTOMER): 203928 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/5f66f7bc-b599-455b-b6f4-469b45be975c_20250401T15:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is Mr. [PII].
[CUSTOMER][NEUTRAL] I had a claim
[CUSTOMER][NEUTRAL] Uh, done
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEGATIVE] And I'm no, I'm no longer working for the company. The last day was yesterday.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I wonder what I need to do.
[AGENT][NEUTRAL] OK, so are you wanting to continue your policy um outside of that employer, or were you wanting to just check on this claim?
[CUSTOMER][NEUTRAL] Well, I understand the uh
[CUSTOMER][NEUTRAL] If, if I, if I pay a claim, I still can use it?
[AGENT][NEUTRAL] Um, you want, you're wanting to still keep this policy outside of your employer, is that right?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, we can get that pulled up and uh see how we can do that um what was I'm sorry could you repeat your name for me?
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] Could you repeat your name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, do you have your policy number?
[CUSTOMER][NEUTRAL] No, not that I have.
[AGENT][NEUTRAL] OK, um, I could start using your social.
[CUSTOMER][NEUTRAL] The whole [PII].
[AGENT][NEUTRAL] Uh, I would need the complete social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] OK, and I'm just gonna verify some information really quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we have on file for you. It looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] That's the last. I, I don't hear, excuse me, I didn't hear that.
[AGENT][NEUTRAL] Oh, I'm sorry, um, can you verify the email address that we have on file for you? It's a [PII].
[CUSTOMER][NEUTRAL] How, cat.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you for verifying that [PII] give me just a moment let me see how we can get this continued.
[AGENT][NEUTRAL] OK, so if you wanted to keep this policy, it would be through benefits and a card. I can give you their phone number and then I can transfer you if you'd like.
[CUSTOMER][NEUTRAL] Well, I got another question.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] I, I was, I was, I was sick.
[CUSTOMER][NEGATIVE] And they emailed me that they that they uh uh they were doing a claim on me and they're supposed to be mailing me a check for the time I was out.
[CUSTOMER][NEUTRAL] And I, I hadn't got it yet, but uh.
[CUSTOMER][NEUTRAL] Now,
[CUSTOMER][NEUTRAL] Compared me up till uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The [PII] if I had to get a check in, but um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] How much is the cost for you? You got any idea?
[AGENT][NEUTRAL] Um, I don't know how much the premium amount would be that would be handled through benefits and a card. Um, however, I do see for your short term disability.
[AGENT][NEUTRAL] I do see where we made that payment, um, that was, um, let's see $1,647.16.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah, but I hadn't receive it yet.
[AGENT][NEUTRAL] OK, let's take a look at that.
[AGENT][NEUTRAL] OK, so I am showing that you have uh.
[AGENT][NEUTRAL] Excuse me, oh my goodness.
[AGENT][NEUTRAL] Direct deposit, uh, set up.
[AGENT][NEUTRAL] So did you, uh, you haven't received it in your bank account?
[CUSTOMER][NEUTRAL] No, I hadn't.
[AGENT][NEUTRAL] OK, let's verify the information uh whenever you're ready I can verify the bank account information, make sure that that's correct.
[CUSTOMER][NEUTRAL] No, I, I thought they was gonna mail me a check or something.
[AGENT][NEUTRAL] No, sir, you have direct deposit set up, so it would go into this direct the uh this bank uh directly.
[CUSTOMER][NEUTRAL] OK, let me get a pen here.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, what account do you have?
[AGENT][NEUTRAL] OK, so the routing number that I have is [PII].
[AGENT][NEUTRAL] 32
[AGENT][NEUTRAL] 78.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hm, what bank is that?
[AGENT][NEUTRAL] Um, I'm not showing what bank that is, um, but I've got that account number as well whenever you're ready.
[CUSTOMER][NEUTRAL] When I used to get paid to uh.
[CUSTOMER][NEUTRAL] Talk about a federal bank account.
[AGENT][NEUTRAL] Uh, I'm not sure what bank this is. This is just the information we have for you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, go ahead, give me that account number.
[AGENT][NEUTRAL] Yes, sir, that was [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, that, OK, that's, that's the right number.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] OK, so I would keep an eye on your bank account um or even contact your bank to see if there is a pending uh transaction for this payment, um, if not, give us a call back and we'll see what we can do for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, um, and then whenever you're ready, I've got that information for benefits and a card, uh, so you can get this policy, you can keep this policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If you don't be able to coughing too much.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I said if you don't I, if I could afford.
[AGENT][POSITIVE] Right, yeah, they'll be able to go over all of that with you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, did you want me to give you their phone number first before I transfer you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, are you ready for it now?
[CUSTOMER][POSITIVE] Ready.
[AGENT][NEUTRAL] OK, so their phone number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 497.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty and then um did you have any other questions for me before I transfer you, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I got one more question.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Since I'm not law work for the company.
[CUSTOMER][NEGATIVE] They're not gonna pay me anymore, right?
[AGENT][NEUTRAL] Uh, what do you mean? I'm sorry. Do you mean for the claim?
[CUSTOMER][NEUTRAL] On, on a, on a on a claim short term disability.
[AGENT][NEUTRAL] So you will get that payment, sure you will get that payment for as long as this policy has been active. So at the moment it is still currently active, um.
[CUSTOMER][NEGATIVE] Cause I, I wa[PII], I was sick.
[AGENT][NEUTRAL] So if you can get it continued, are you still currently out of work because of the sickness? OK, so yes, yes, so if you can continue this policy, then we'll be able to continue that payment otherwise it would be up until um the termination date.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, the terminus did was yesterday.
[AGENT][NEUTRAL] Um, so your policy.
[CUSTOMER][NEUTRAL] Uh, I, I don't know how I look for the couple.
[AGENT][NEUTRAL] Your policy's termination date would be different than your employment termination date, um, so as it stands right now this policy still is active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Cause I know that I, I got an email saying that y'all pay me for 3 months.
[AGENT][NEUTRAL] Right, yes.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, so, uh, but they'll pay you again I'll pay me for 3 more months.
[AGENT][NEUTRAL] Yeah, as long as that was what when you first filed.
[AGENT][NEUTRAL] Uh, you gave us that information, so then yes.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][MIXED] OK, but short term, short term disability is not for 6 months, right?
[AGENT][NEUTRAL] Um, I do believe it depends on each individual policy.
[AGENT][NEUTRAL] Is that how long they said you would be out of work?
[CUSTOMER][NEUTRAL] Yeah, I, I'm not, I'll be, I'll not be able to go back.
[AGENT][NEUTRAL] Oh, I see, right, obviously, of course, yes, but according to your physician, um, due to this sickness, um, how long did they say you would be out of work?
[CUSTOMER][NEUTRAL] Well, because I'm a doctor.
[CUSTOMER][NEUTRAL] Well, this, this, this, I'm on medication for life now.
[AGENT][POSITIVE] Oh, I see. Oh my goodness. I'm so sorry.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] Yeah, saying that
[AGENT][NEUTRAL] OK, so per this policy, the maximum disability period is 90 days, so you're right, uh, 3 months.
[CUSTOMER][NEUTRAL] 3 months. So you already pay me 3 months. That's it. That's to be the only thing. That's be the only payment then.
[AGENT][NEUTRAL] Per
[AGENT][NEUTRAL] Yes, uh, for each individual sickness and or injury.
[AGENT][NEUTRAL] It's a maximum of 3 months.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Well, I won't continue this policy if, if you want. I thought it could be. I won't continue it.
[AGENT][NEUTRAL] Sure, um, now you do have other policies with us, um, you have.
[AGENT][NEUTRAL] A term life policy, um, accident, critical illness, dental, of course, the short-term disability, and a medical policy. So you have all of those policies with us. Were you wanting to continue any of those?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] I would like to continue the life.
[AGENT][NEUTRAL] Sure, OK, so I did you still want me to, uh, uh, connect you over to Bic or to Benefits and Accord?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh yes, I do.
[AGENT][POSITIVE] Alrighty, so I will go ahead and put you on that hold and get them on the line for you uh I hope you have a great rest of your day [PII].
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][POSITIVE] I'll go ahead and put you on a hold while I get them on the line for you. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Your call may