AccountId: 011433970860
ContactId: 702c25ef-001b-4da0-a590-1583b7cd2481
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139119 ms
Total Talk Time (AGENT): 88882 ms
Total Talk Time (CUSTOMER): 54206 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/702c25ef-001b-4da0-a590-1583b7cd2481_20250207T20:43_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][POSITIVE] I'm so glad I got you, Ms. [PII]. This is [PII]. How are you doing?
[AGENT][POSITIVE] I'm doing good, [PII].
[CUSTOMER][NEUTRAL] I have a question. If um, so you want me to give you a policy number or just tell you what's going on?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh. Give me a, give me a policy number.
[CUSTOMER][NEUTRAL] OK. Um, 224-473-3.
[AGENT][NEUTRAL] And this is for [PII]. Uh-huh. OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So he submitted a whole bunch of documents.
[CUSTOMER][NEUTRAL] He has different products. We paid out for the short-term disability.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The hustle indemnity, um,
[CUSTOMER][NEUTRAL] Some of them were denied, but like it needed the the bill and stuff like we can still process that. But he's asking, so he had a stroke. He's asking about his critical illness policy.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] He would need to fill out a critical illness claim form and it's one out there, you know, I'm sure y'all. So when he fill it out, he got to fill out his portion and he gotta fill, let the doctor fill out the doctor portion of the critical illness claim form.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. I just didn't know, so because he's, I told him he's gonna have to submit it under critical illness and he's like, well, I already submitted everything.
[AGENT][NEUTRAL] Yeah, he would. You can, you can't, he can't, he can't do it on a disability. Disability policy is a whole different policy from the critical illness. It asks specific questions on the doctor claim form on the critical illness claim form. That's why it's two different claim forms.
[AGENT][NEUTRAL] So he would have to get the critical illness filled out for to get the critical illness benefit because it's a one-time lump sum benefit for that on the critical illness PI BFT. Let me make sure he ain't got nothing else on ours. No, he don't. And if he's still off work because I paid him up to, uh, what I paid him up to, uh, uh, I paid him up to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, well, I guess [PII], I believe, yeah. If he's still off work, he would need another disability claim filled out, his portion and the doctors portion for any benefits to be paid, be paid past uh [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I got it. Thank you, Ms. [PII].
[AGENT][POSITIVE] You're welcome. All right. Bye-bye.
[CUSTOMER][NEUTRAL] All right, bye-bye.