AccountId: 011433970860
ContactId: 61b03714-1eb0-4bfd-bb60-eb32b6124339
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 611359 ms
Total Talk Time (AGENT): 226944 ms
Total Talk Time (CUSTOMER): 201074 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/61b03714-1eb0-4bfd-bb60-eb32b6124339_20250204T21:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, I was calling to find out if they started reprocessing my claim from.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] They didn't pay it out, correct?
[AGENT][NEUTRAL] OK, so you're fall.
[CUSTOMER][NEUTRAL] It was a um
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] A medical, uh, it was a hospital group indemnity plan I had.
[AGENT][NEUTRAL] OK, so you're calling to follow up to see if the claim was reprocessed, is that correct, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, I was calling to see, um, I found out recently when I got sick that the hospital indemnity claim from [PII] wasn't paid out properly and it was gonna have to redo the claim.
[AGENT][NEUTRAL] OK, no, I can check that for you, Ms. [PII]. What is your um callback number first off?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number?
[CUSTOMER][NEUTRAL] 021 7 1067.
[AGENT][NEUTRAL] OK, thank you. So give me a moment, Ms. [PII] to get your information pulled up. Once I do, I will have to verify several things with you first for security. So just one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so Ms. [PII], first off, I will, as I stated, we will need to verify several things. So if you would please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then also your home mailing address?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Your phone number that is on file is the same as the one you gave me, so that is the one that we should have as being your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. And lastly the email address for you?
[CUSTOMER][POSITIVE] [PII].
[AGENT][POSITIVE] OK, thank you so much. And I'll have your email.
[AGENT][NEUTRAL] OK, so for your claim Ms. [PII], there's actually um you would need to speak to Web TPA.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] That is the administrator that you would be reviewing your claim or reprocessing it. I can give you their phone number it's and then I can also connect you with them. Their phone number should be on your ID card as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But let me know when you're ready and I'll give you that.
[CUSTOMER][NEUTRAL] Is it um [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, um,
[CUSTOMER][NEUTRAL] [PII]. Yeah, I have been.
[AGENT][POSITIVE] Yes ma'am. Yes ma'am, that's the one, but I'll be happy to connect you. uh, what is the data service that you were calling about?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] 1111 123, but I also have another question. They took my premium out of my payment that they sent this month.
[CUSTOMER][POSITIVE] I mean, I'm sorry for for January. um, and my job pays my insurance when I'm out sick.
[CUSTOMER][NEUTRAL] It was a payment for 2, I wanna say 258 that they held out of my short term disability. And I wanted to see if they were gonna send that back to me also.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Uh, give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Cause this is not.
[AGENT][NEUTRAL] OK, let me pull up your disability policy.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. I forgot we on my medical indemnity policy.
[CUSTOMER][NEUTRAL] You need stopping at work?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm reading Thursday nights.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now I can
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now I can send a request, Ms. [PII], to have someone research this and call you back as far as a refund due to you on that last claim that was processed on your disability. I do was looking at a note where I saw that you had spoken to someone.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] I don't know what the, yeah, you keep blanking out.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The end of January, the [PII].
[AGENT][NEUTRAL] Can you hear me OK, Miss [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I can hear you now.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] I can see that the representative you talked to um at the end of January had explained that your group.
[AGENT][NEUTRAL] Was paying because it's a payroll deducted premium and then once we have received the payment it would be refunded.
[AGENT][NEUTRAL] Now, I can send a request, but I don't see that that has yet been received.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, you don't, you don't have to. I, my daughter probably called for me last night cause she, she does a lot of stuff for me too.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] When I'm on the medication, she can't, I can't, you know, yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yes, ma'am. Well, that's nice that you do have someone that can help you. So would you, um, so yes, ma'am, as of now, that is, that is where we are on that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But would you like for me?
[CUSTOMER][NEUTRAL] OK, and I need to speak with someone and we're PPA for the other thing, so yeah, you can transfer me to.
[AGENT][POSITIVE] Yeah, uh-huh. Right, for the initial question that you had regarding that claim being reprocessed, um, yes, ma'am, that is who you would need to speak to and I'll be happy to connect you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] OK. Well, you're certainly welcome. So is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be it.
[AGENT][POSITIVE] OK, well, it was my pleasure in speaking to you, Ms. [PII], and thank you again for calling APL. I hope you have a very nice evening.
[CUSTOMER][POSITIVE] OK, thank you. You too.
[AGENT][POSITIVE] Yes ma'am. Thank you very much. So one moment, please.
[CUSTOMER][NEUTRAL] All right, all right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited benefit health insurance program underwritten by American Public Life Insurance Company. If this is an emergency, please hang up and dial [PII]. If you are a member calling about your premium billing or need to make changes to your account, such as an address change, add or drop a dependent, or wish to modify your coverage in any way, please call American Public.
[CUSTOMER][NEUTRAL] Please note, your call may be monitored or recorded for quality assurance. The information provided during this call is only a description of benefits and is not a guarantee of payment. Benefits are based upon eligibility at the time services are rendered and all plan provisions.
[CUSTOMER][NEUTRAL] Thank you for calling customer service. My name is [PII]. May I have the member ID number?
[AGENT][NEUTRAL] Hi [PII], this is [PII] at APL and the member's policy number is 2171067 for [PII].
[CUSTOMER][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And uh-huh.
[CUSTOMER][NEUTRAL] OK, there she is, and can you verify her date of birth please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Awesome, and how can I help you today, [PII]?
[AGENT][NEUTRAL] She is calling the insured is on the line to find out about a claim that was to be has been being reprocessed for her.
[CUSTOMER][POSITIVE] Yeah, absolutely, you can transfer her over.
[AGENT][POSITIVE] OK. Well, thank you so much and I hope you have a nice evening, [PII].
[CUSTOMER][NEUTRAL] You too, [PII]. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.