AccountId: 011433970860
ContactId: 64a7ad6a-764a-4473-9ac0-6d53c5539150
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 513630 ms
Total Talk Time (AGENT): 389099 ms
Total Talk Time (CUSTOMER): 100305 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/64a7ad6a-764a-4473-9ac0-6d53c5539150_20250416T17:40_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] Good afternoon Miss [PII]. How are you?
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, this is [PII].
[AGENT][NEUTRAL] Yes, I.
[CUSTOMER][NEUTRAL] I was calling um
[CUSTOMER][NEUTRAL] I was calling about my um um um my disability uh check.
[AGENT][NEUTRAL] OK, Mr. [PII], before you start, give me your policy number so I can pull you up.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, I have a letter here.
[AGENT][NEUTRAL] OK, and the policy number should be on there if you got a letter.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] You said disability certificate number?
[AGENT][NEUTRAL] Uh-huh, that's it. Uh-huh.
[CUSTOMER][NEUTRAL] Disability, OK, 025.
[CUSTOMER][NEUTRAL] 87637
[AGENT][NEUTRAL] All right. And before we start, verify your date of birth for me and your mailing address for verification.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Address [PII].
[AGENT][NEUTRAL] All right. And what about your email address on file, Miss?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you for the information. How can I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am. I so I was wondering how it worked because I received a check um a couple of days ago.
[CUSTOMER][NEUTRAL] Um, regarding my visibility and it's for um $33. I was wondering, was I, what am I supposed to be expecting another check or?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, now that $33 you received, Mr. [PII], it was not for your disability, it was part of your premium that was refunded back to you. You should have a letter telling you that because, uh, your disability policy is the one that I worked on and when we did your calculation of your salary, based on your annual salary, you only qualify for $2600 a month.
[AGENT][NEUTRAL] Instead of the $3000 that was applied to your disability policy, so that $33 that you receive is premium refunded back to you because your benefit on this disability policy as of today is $2600 a month and not $3000 a month. I process your claim for your disability on
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] On [PII], which was Monday, yeah, no [PII] was Friday. It would have been mailed out of our office on the [PII] of uh this month, which was Monday, and it's going to [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so you should be getting your check soon because that's what it was mailed to. And what I did, based on your policy, you can, we can pay you a 30-day benefit until we rule out pre-existing medical condition because your policy effective date is [PII]. So I processed a claim and paid you a 30 day benefit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we'll request the medical records to rule out that this is not a preexisting medical condition. And if it's not a pre-existing medical condition, once we get the medical records and rule it out, then I'll pay you the rest of your benefits and I believe the doctor had you out to 25, I mean to 45, I believe it was. I can't remember exactly the date. I have to look on the paperwork. But anyway, we paid you from [PII].
[AGENT][NEUTRAL] To 429, which is 30 days, and we, uh, your elimination period is a 14 day elimination period. You know you was off starting [PII], so from [PII] to [PII] is your elimination period and we paid you, uh, the benefit is $2,444.75 because one month of premium was deducted from your benefits.
[CUSTOMER][NEUTRAL] Yes ma'am. I mean you'll be most helpful because I didn't understand like the letter, so I mean so what you're saying is I should be expecting uh a a check for 2400.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's some that's me, the adjuster that letter that you got down on the bottom, does it say from, don't it say from the billing department?
[AGENT][NEUTRAL] Who it says from?
[CUSTOMER][NEUTRAL] Um, customer service.
[AGENT][NEUTRAL] OK, customer service. So yeah, that's customer service and they, the letter should be telling you about a refunding of your premium. Did it not say that?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Yes, yes, yeah, yes, ma'am. It said the adjustments and all that. I, I just didn't understand that's why I wanted, that's why I want to talk to somebody who could explain it to me.
[AGENT][NEUTRAL] OK. uh OK. OK. OK, OK.
[AGENT][NEUTRAL] OK, well, that's dealing with your premium. so your benefit now is $2600. So based on that, your premium was reduced. So that's why they refunded you that, that benefit, but this is your disability and I'm your disability adjuster.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your disability benefit, we're paying you a 30 day benefit and you should be getting a check in the mail for $2,444.75 and it's going to the address that I quoted to you that you said it is the correct address and it was mailed out of our office on Monday, which was the [PII], so you should be getting it soon.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Mhm, yes ma'am. I understand everything completely now and I appreciate you.
[AGENT][NEUTRAL] You're welcome. And like I say, we request the medical records and once we get those, those medical records, if it's not a preexisting medical condition, we'll pay you up to the day that the doctor got on the physician claimed the rest of your benefit. And if you're going to be out longer than what the doctor had on your uh disability claim form, all you have to do is get another claim form filled out by yourself and your doctor.
[AGENT][NEUTRAL] But you should also be getting uh a a letter in the mail, also a delayed letter in the mail letting you know that we request the medical records. And let me tell you who we request the medical records from. Let me bring it up and I can tell you.
[CUSTOMER][POSITIVE] Yes, ma'am. I understand everything.
[AGENT][NEUTRAL] 02587637.
[AGENT][NEUTRAL] But you know who we request the medical records from. And I believe it was the doctor that feel like the client for, but I just wanna make sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You stay in [PII], you stay in the east, you stay on the West Bank, where you stay?
[CUSTOMER][NEUTRAL] News.
[AGENT][NEUTRAL] Oh, yeah. My sister used to live on the east on Crowder, uh, but then when the hurricane came, they moved to the [PII].
[CUSTOMER][NEGATIVE] Yeah, that's my fault. 2Xs a week.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh-huh, yeah.
[CUSTOMER][NEUTRAL] Yeah, probably 2.
[AGENT][NEUTRAL] Oh, OK. And I lived down there for about 2 years. That was like in [PII], but I didn't like [PII]. It's too fast for me. Uh uh uh. Yeah, I sent you a delay letter.
[CUSTOMER][NEUTRAL] Mhm. Like the country living.
[AGENT][NEGATIVE] Well, uh, yeah, it's just, you can't go nowhere. People everywhere and I, it was just too much for me. I, I just couldn't do it. And I worked in downtown, down at the Superdome, down that way by the Superdome, and I didn't know but one way to go that hits that interstate and one way to get back and, you know, it was, I just didn't like it down there.
[AGENT][NEUTRAL] I, I, I, I got medical records. We get them from the doctors, [PII] That's who we request the medical records from.
[AGENT][NEUTRAL] OK, so once we, once.
[CUSTOMER][POSITIVE] Yep, no problem. That's good. I'll see him next week.
[AGENT][NEUTRAL] OK. Well, once we get those medical records, then we'll go from there, you know, if we owe you any additional benefits, you know, they will be paid to you. All right?
[CUSTOMER][POSITIVE] OK, I appreciate that I understand everything now.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] You're welcome, but if you have any other questions, just give us a call back, OK, Mr. [PII]?
[CUSTOMER][NEUTRAL] I sure will thanks. What's what's your um extension again?
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] My extension is [PII] and my name is [PII].
[AGENT][NEUTRAL] If you get somebody else, you can always ask to speak to me, OK?
[CUSTOMER][POSITIVE] Thank you Mr. [PII].
[CUSTOMER][POSITIVE] No problem, thank you.
[AGENT][POSITIVE] All right. Thank you for calling American Public Life. You have a wonderful day.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] You too.