AccountId: 011433970860
ContactId: 6b05988f-22e0-4673-a482-14e8261f5736
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 401489 ms
Total Talk Time (AGENT): 107307 ms
Total Talk Time (CUSTOMER): 229205 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/6b05988f-22e0-4673-a482-14e8261f5736_20250623T14:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling [PII]. speaking. May I help you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII], um, and I was calling to follow up on a few claims that been made against you guys, uh, insurance.
[AGENT][NEUTRAL] OK, thank you. And Mr. [PII], what is the policy number, please? verify claim status for you.
[CUSTOMER][NEUTRAL] Yes ma'am, the, the policy number is 02468444.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII] is the birthday. Mailing address is [PII], and you said what else?
[AGENT][NEUTRAL] Email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you say you're calling about claims that were recently submitted?
[CUSTOMER][NEUTRAL] Yes, I actually, I have two claims. I have a claim that I started last year, but I was never able to finish the, uh, the actual claim, and then I was calling with uh I was calling with questions on the claim that was filed [PII].
[AGENT][NEUTRAL] OK, do you happen to have a claim number or a date of service?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, the claim number on this one is, let me see, claim number claim number, yes, the claim number is 3613683.
[CUSTOMER][NEUTRAL] 683 and it was in the.
[CUSTOMER][NEUTRAL] Check date was uh [PII].
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] Uh, it looks like the claim processes our records indicate that premium for this service date was not received, therefore benefits are not payable, and I show your policy term with our company on [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] You're good
[CUSTOMER][NEUTRAL] OK. OK. So, that's what, that's OK, so that's what I was wondering, so how was they, so how was the claim actually made? I think my attorneys had did that. OK, so how do I follow up or is it a statute of limitations to follow up on the claim that I made last year?
[CUSTOMER][NEGATIVE] Cause I was never paid out for.
[AGENT][NEUTRAL] Uh, there's no, there's no time limit for any claims previously processed. Um, what was the other data service for last year?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Uh, last year it was March, it was [PII].
[CUSTOMER][NEUTRAL] I'm trying to look through my old records now.
[CUSTOMER][NEGATIVE] But it was [PII] I made a claim cause I had short-term disability and I had got hurt. I had got hurt February. I got hurt February the
[CUSTOMER][NEUTRAL] Thank it and um I was out of work and I was trying to, I was trying to get a, a claim on my short-term disability.
[AGENT][NEUTRAL] Yeah, because I don't show any claims being submitted for disability policy. Uh, did you fill out that claim form?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] For the disability because it should be a separate claim form.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEGATIVE] But I don't show it's been received.
[CUSTOMER][NEUTRAL] Yeah, I'm.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm trying to, I'm trying to find it now. I know a lot of my mail has got thrown away, so I'm trying to see if I can.
[CUSTOMER][NEUTRAL] find it real quick.
[CUSTOMER][NEUTRAL] For you
[CUSTOMER][NEUTRAL] Uh, but if you can give me an extension, I can get the information that I need to get back with you, if, if that's possible.
[AGENT][POSITIVE] Say that one more time, I'm sorry.
[CUSTOMER][POSITIVE] I said, if you can give me an extension number, I can give you a call back with all the information that you, that you, that you need.
[AGENT][NEUTRAL] Oh, no, sorry, you can just give us a call at any one of our representatives will be able to assist you.
[CUSTOMER][NEUTRAL] OK, and, and what, and what information do I need to provide when I call back?
[CUSTOMER][POSITIVE] Like so I can have it all together.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] With your policy number, and they're gonna verify your date of birth, um, mail address and email address, and if you have a date of service or when a claim was submitted, they can look it up that way since I don't show any claims have been received as far as the disability.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I had me about that paper also.
[CUSTOMER][NEUTRAL] OK, so I would need it, I would need the claim, the claim, OK, the time of service and the claim number. OK, so what, so what if, so.
[CUSTOMER][NEUTRAL] All right, so is it still, my question is, is it too late to
[CUSTOMER][NEUTRAL] Is it too late to file a claim, so if my claim form wasn't completed, which you guys gave me a link to go online to submit the claim. Um, so if my claim form was it fully done, is there any way I can still make the claim for the insurance or finish the claim up now with it being almost as well being a year later? That's what I was asking.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, like there's not a time limit to submit as long as that you were uh disabled while the policy was in effect, you'll be fine.
[CUSTOMER][POSITIVE] OK, OK, OK, alright, thank you.
[AGENT][POSITIVE] Uh, yes, sir. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Yes, you too.
[AGENT][NEUTRAL] Bye.