AccountId: 011433970860
ContactId: 5f87d661-bb52-425d-b9ce-7162949ddfc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391279 ms
Total Talk Time (AGENT): 244440 ms
Total Talk Time (CUSTOMER): 128657 ms
Interruptions: 3
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/5f87d661-bb52-425d-b9ce-7162949ddfc0_20250205T16:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] How are you doing, [PII]? Um, I'm calling in regards to my benefit check that I never received. Um, the first check.
[AGENT][NEUTRAL] OK. Hold on one moment. Let me get your information. What's your name?
[CUSTOMER][NEUTRAL] [PII]. First name is [PII] Last name [PII]
[AGENT][NEUTRAL] OK, hold on one moment, [PII]. I'm trying to get you, I'm trying to get me a screen up so I can get your information.
[AGENT][POSITIVE] You come OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me have your policy number just in case we get disconnected [PII].
[CUSTOMER][NEUTRAL] Policy number is 022.
[AGENT][NEUTRAL] No, your phone number, your phone number first.
[CUSTOMER][NEUTRAL] Oh, my phone number is [PII].
[AGENT][NEUTRAL] OK, thank you. And what's that policy number, [PII]?
[CUSTOMER][NEUTRAL] The policy number is 022.
[CUSTOMER][NEUTRAL] 4479 4
[CUSTOMER][NEUTRAL] 02244794
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, I do see you. Can you just verify your date of birth and your mailing address for me?
[CUSTOMER][NEUTRAL] [PII], my mailing address is [PII].
[AGENT][NEUTRAL] All right, what about your email address on file?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] No, we don't have that. We have something different. Did you have another email address?
[AGENT][NEUTRAL] Cause it looks like it's your work one. Where's your work one?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh [PII] I believe.
[AGENT][NEUTRAL] No, that's not it either.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Well, you have the wrong mailing address. You got the wrong email address.
[AGENT][NEUTRAL] OK. Now, we have your, your job one. So what is your job one that you have with your job?
[CUSTOMER][NEUTRAL] Uh, well, I have to, hold on, let me get my work phone in.
[CUSTOMER][NEUTRAL] This is my personal phone.
[AGENT][NEUTRAL] OK, that's fine, but we, if you want us to change it to something else, we can get it updated to whatever you want it to be.
[AGENT][NEUTRAL] I'm just trying to verify.
[CUSTOMER][NEUTRAL] Yeah, updated to the [PII].
[CUSTOMER][NEUTRAL] Uh, uh, updated to [PII]. My last name [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. OK. OK.
[AGENT][NEUTRAL] OK, let me get it right. OK, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we got it updated to your last name [PII], is that correct?
[CUSTOMER][POSITIVE] Yes ma'am. Yes ma'am.
[AGENT][NEUTRAL] Alright, alright, and you're calling because you said you never received your benefit that we paid on the [PII], is that correct?
[CUSTOMER][NEUTRAL] I got, I got the 1 on the [PII].
[AGENT][NEUTRAL] Well, which one are you looking for now?
[CUSTOMER][NEUTRAL] The second one, the one on the [PII], right? And every two weeks?
[AGENT][NEUTRAL] No, you, no, no, sir, you get paid once a month and for to get paid for your benefits for uh Febware, we'll need your portion of the claim form submitted, and benefits of fare we are going to be paid after the [PII] of the month. You get paid once a month. Once your initial payment is paid, benefits are paid once a month to you return back to work or you max out your benefit period.
[CUSTOMER][NEUTRAL] Oh, so when my next check will be coming then, do you know?
[AGENT][NEUTRAL] After when you send in your portion of your claim form and benefits will be paid after the [PII], but we need you to complete the insured statement pages, the first page and the second page and make sure you sign and dated. Benefits will be paid after we receive your form and after the [PII].
[CUSTOMER][NEUTRAL] Is my job supposed to do that? Oh I'm supposed to do that.
[AGENT][NEUTRAL] That's yours when you got your, when you got your uh claim.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Your check in the mail, it should have been a claim form in that with that, and we ask you.
[CUSTOMER][NEGATIVE] There's no, there's no.
[AGENT][NEUTRAL] And you didn't get a claim form? OK, well, I can get you a claim form. Uh, it should have been a claim form with it.
[CUSTOMER][NEUTRAL] There's no claim for him.
[CUSTOMER][NEUTRAL] There's explanation of benefits.
[CUSTOMER][NEUTRAL] No, I didn't get no claim form. All I got the check date, uh, check number, policy number, explanation of benefits.
[AGENT][NEUTRAL] Uh-huh, and you didn't get a claim form. OK, well you, I will get you a claim form because you have to submit a claim form each time you get paid, we're gonna have to have a claim form. So we only need your portion of the claim form for benefits to be paid after the [PII]. So how would you like to get that claim form? Would you like to get it by mail or email?
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] Email faster.
[AGENT][NEUTRAL] OK, and you can email your claim form back to the adjuster. You have to upload it, fax or mail it to our office. You can't send anything back to the adjuster, but I will email you a claim form, and you only need to fill out the insured's statement that is your portion of the claim form. It's 2 pages, the insured's statement. That's what it's called. We only need your portion.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And any, anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that'd be all. So I would never, so I, so I'm gonna get a check until [PII] then.
[AGENT][NEUTRAL] After the [PII], once we receive your paperwork, benefits for February will be paid after the [PII].
[CUSTOMER][POSITIVE] Oh well, it's past the [PII] it's it's almost the [PII]. It's almost win win win.
[AGENT][NEUTRAL] The date, the date is [PII].
[CUSTOMER][NEUTRAL] Oh, so it'll be paid after the Feb [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Oh wow, so I have to pay my rent, so I guess I'm not paying my rent then. My wife won't be paid till the [PII]. I'm taking I'm getting to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes sir, benefits are only pay, benefits only pay once a month. After the [PII] of each month, once you get your initial payment, the next payment if you're still off work will be paid after the [PII] of each month. You get paid once a month.
[CUSTOMER][POSITIVE] OK. Alrighty, thank you.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright, and I will put you a claim form, email it to you now, and like I say, fax it, upload it or mail it back to our office. Thank you for calling American Public Life, Mr. [PII]. You have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.