AccountId: 011433970860
ContactId: 6df0ebde-d79e-4282-9c06-4fd25b5e7a72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383220 ms
Total Talk Time (AGENT): 275108 ms
Total Talk Time (CUSTOMER): 145317 ms
Interruptions: 8
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/6df0ebde-d79e-4282-9c06-4fd25b5e7a72_20250129T16:11_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] Hi Miss. [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] Thank you. I'm glad to hear that. Um, OK, so I've got an insured on the line. I'm not really familiar with this situation. She's got a cancer policy and a short term disability policy. She said she submitted a waiver, um, to have her premium waived for both policies. I see the waiver under the disability policy. I don't see it under the cancer, uh, nor do I see any notes regarding that it has been received. I see a note asking for it.
[AGENT][NEUTRAL] OK. First, give me the first give me the disability policy number.
[CUSTOMER][NEUTRAL] Yes, disability policy is 2,329,650.
[AGENT][NEUTRAL] OK. And she's on waiver on, uh, let me see what this blog. This is my the [PII]. This is the shave. So she's on waiver on this one. Now, on her cancel one, did she send it on the same policy or she put it on two different, did she put it on two different policies? The best thing I could tell you to do is send this [PII] an email or.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Call her and ask her that did she get the form cause we automatically put them on waiver. We don't have to have nothing for disability. In the policy state after you've been on disability for so many months, you will be automatically put on.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A waiver on our disability policy, but if she filled out the information that needed for the waiver for the cancer, did she put it on the, was it put on the disability policy and not on the cancer policy?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Correct, um, there I don't see it received or reflected on the cancer policy. I do see a note, um, stating on the [PII] that this information on the disability was submitted on the [PII] it looks like. So on the [PII] it does state that they called the insured to confirm the policy is waived uh until the beginning of this month, and it says submit all parts of DI claim form for continuing waive premium. So does it.
[AGENT][NEUTRAL] And that's on, that's, that's on the cancel policy, right? And so did she submit it?
[CUSTOMER][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] I I don't see it on the reflected on the cancer policy. So does she just need to resubmit it to the cancer policy?
[AGENT][NEUTRAL] Do, do you see it, do you, do you see it on the disability policy? Did they put it on the disability policy?
[CUSTOMER][NEUTRAL] I do see it on the disability.
[AGENT][NEUTRAL] OK, if you see it, all you have to do is, you know, uh, get that, uh, well, what you should, uh, I guess get with the shade, get the shade to get, get that off of that if that's what they need to be put on the cancer, get it taken off the disability policy because you can make do a claim for them and get it taken off and make a male number to put it on the cancer. So yeah, what is her, what is, what is her cancer policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 2329682. I guess my biggest.
[AGENT][NEUTRAL] And what, what, what mail normally is that that claim form is on let me, let me, uh, do it this way, yeah, I'm sorry because I, I mean I might can do it, uh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][MIXED] Oh, no, no, that's OK. It is a bit confusing.
[AGENT][NEUTRAL] Oh no, no, I'm talking about I, I can do it if you know she got what I need. So what is that male number that's on the disability that I need to look at for that phone?
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] Sure, the waiver, yes, it's uh 010225.
[AGENT][NEUTRAL] OK, I put a 1. OK. It's 102.
[CUSTOMER][NEUTRAL] 25
[AGENT][NEUTRAL] And what's the male number?
[CUSTOMER][NEUTRAL] Oh, that's the male number I'm looking at on.
[AGENT][NEUTRAL] OK, it's one, I mean, I know, but, uh, uh, uh-huh.
[CUSTOMER][NEUTRAL] [PII], oh, I see the full mail number sorry.
[CUSTOMER][NEUTRAL] So 10225-356.
[AGENT][NEUTRAL] 356. OK. So let's see what you're looking at and make sure she got what we need. And if I need to be put on the cancer policy, I would get it over there to the cancer policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I think that's what she was wondering the most is if we could simply shift it to the cancer policy or if it'd be easier for her to resubmit it to the cancer policy.
[AGENT][NEUTRAL] OK, let's see if she have what we need. OK. Cause I know it has to be filled out by the doctor about the waiver. This is just look like this is our disability claim form. She, uh, it's a different type of form for uh for uh this is just the disability claim form. This got nothing about waiver about her uh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, so I think that's where the confusion is stemming.
[AGENT][NEUTRAL] Yeah, yeah. No, yeah, yeah, she got to get the claim form that she have to take to her doctor saying that, uh, let me see what they put on here. Did he say she was she can never return back to work. She got to be totally disabled from work. OK, so, I don't know, uh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me, c[PII] I know this is a disability claim form. She's supposed to have a disability. She supposed to have a cancer claim form, not this be filled out. This is a disability claim form. She have to have a cancer claim form, but find out if I'm sure from I would call [PII] cause that's who would know what form she would need for the waiver because this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Call who? I'm sorry.
[AGENT][NEUTRAL] Uh, cause this is just a disability claim form. This is not, this has nothing to do with her cancer waiver. So this is, yeah, so find out from [PII] exactly what form that lady needs to have to sign up for a waiver premium on a cancer policy because I'm, I'm not really sure what form it is, but I know it's not the disability form. This is a disability claim form, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, you said uh [PII]?
[AGENT][NEUTRAL] [PII], [PII], uh, what's [PII]'s last name? She's an auditor and plus she, she does these, uh, let me, let me get her last name for you. Hold on.
[CUSTOMER][NEUTRAL] Is it [PII]? Is she in the same? OK, OK, I just looked to the queue.
[AGENT][NEUTRAL] Yeah, that's it, Core, Cora. Just tell her that you need, yeah, you didn't need to know what form to get to the lady that she needs to get filled out for the get her cancer claim on waiver. OK.
[CUSTOMER][NEUTRAL] Got it. OK, so looks like she's in training, so I'll just shoot her a message to have her call me when she can, um.
[AGENT][NEUTRAL] Oh, OK. Let me see what else, let me now who else can you ask, let's see if [PII] available. uh [PII], let me, let me, let me see, uh, shoot, you can call [PII]. I see she green and she can tell you what form that lady needs for the waiver for the, uh, cancer policy. [PII] Hi, [PII] Hi, And she green right now, so try to call her right now. OK, I.
[CUSTOMER][NEUTRAL] OK, that was deleted. OK.
[CUSTOMER][POSITIVE] Perfect. OK, I sure appreciate your help. Thank you.
[AGENT][POSITIVE] You're welcome bye bye.
[CUSTOMER][NEUTRAL] All right.