AccountId: 011433970860
ContactId: 72c90b3b-6930-4d17-862d-4181db7b552a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 490880 ms
Total Talk Time (AGENT): 211461 ms
Total Talk Time (CUSTOMER): 191215 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/72c90b3b-6930-4d17-862d-4181db7b552a_20250320T14:42_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. Um, I was calling, um, I was receiving short term disability in January and February of this year, and, um, I was calling to see if my job ever sent my premium in because the premium came out of my short term disability.
[CUSTOMER][NEUTRAL] So I just wanted to check and see if they made the payment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Um, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said last name [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right, Miss [PII].
[AGENT][POSITIVE] And just in case we get disconnected today, what's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And do you have your policy number?
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] Oh Lord.
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] Oh, if you don't have it, I can look it up by your social.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, that's fine cause I just went blank. Um, my social is [PII].
[AGENT][POSITIVE] It's all right.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright. Give me just a second, Ms. [PII]. I'm gonna pull it up, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Could you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just need to verify a couple more things before we can continue. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And you already gave me your phone number, so the last thing I need to verify is your email address.
[CUSTOMER][POSITIVE] [PII].
[AGENT][POSITIVE] All right. Thank you so much, Ms. [PII], for verifying that information for me. And let me take a look.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It does look like we've received premium um on your policy because it's paid the current but I'm not sure how to tell um if it came from your payments or from the group um if you don't mind, I'm gonna get somebody on the line from billing so that we can just make sure everything's good um, was there anything else that I could do for you before I transfer you over to billing?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right, perfect, Miss [PII]. Well, thank you so much for calling APL today and I hope you have a wonderful rest of your day. I'm gonna get somebody on the line for you to further assist you, OK? Thank you. Hold on just a moment.
[CUSTOMER][POSITIVE] Thank you. You too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. It's memory.
[CUSTOMER][POSITIVE] High memory.
[AGENT][NEUTRAL] How are you?
[CUSTOMER][NEUTRAL] Overwhelmed this morning. How about yourself?
[AGENT][POSITIVE] Oh, I'm so sorry, and I call you all chipper and everything. I'm sorry.
[CUSTOMER][NEUTRAL] No, no, no, it's OK. These phones have just been ringing off the hook and
[AGENT][NEUTRAL] I know mine too, yes, um, hopefully this one's gonna be a quick one. I have a, uh, insured on the line. She is calling because she was on disability, um, for January and March, I mean January and February, and she was wanting to make sure that the group remitted her payment and that it was coming out.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Of her disability. I don't know how to tell like she's paid the current, but I'm not sure how to tell if the group was remitting it or what, and she does have some money in suspense. Can you take a look and yeah, it's uh 215.
[CUSTOMER][NEUTRAL] OK, what's her uh policy number?
[AGENT][NEUTRAL] 0345.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, it looks like both so we are receiving money from claims, you know, when they process the claim, but the most recent ones, uh.
[CUSTOMER][NEUTRAL] We've received
[CUSTOMER][NEUTRAL] From like a remittance file it might just be that claims haven't been processed and paid the the premium hasn't been paid out of the policy or the claim yet but let's see in February we did receive um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, a premium from the claim.
[CUSTOMER][NEUTRAL] But in March it was paid by the remittance file.
[AGENT][NEUTRAL] Yeah, and I think she said she was just on it for January and February, so I'm not sure.
[CUSTOMER][NEUTRAL] Oh then yeah we received it we received that from claims.
[AGENT][NEUTRAL] OK, so when you say from claims that's coming out of her disability check and not from the group? OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] Can, can you see the DTPHI screen?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, but I didn't know.
[CUSTOMER][NEUTRAL] I go to that real quick and I'll show you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So do you see in January where it says um.
[AGENT][NEUTRAL] I'm there.
[AGENT][NEUTRAL] Uh, the FR claims.
[CUSTOMER][NEUTRAL] I was, that was a correction. Yeah, that's what that means from claims, but that was corrected. I did something and I corrected it. So it looks like February we received um.
[CUSTOMER][NEUTRAL] We received premium in February. I don't know about January because that was taken back out.
[CUSTOMER][NEUTRAL] And for whatever reason I correct that transaction so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, can you talk to her and tell her that you got it from her disability in February, but the group still paid for January.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I'm not sure how to explain that with all the jargon that it needs to, cause I didn't know how we tell.
[AGENT][NEUTRAL] You know whether it's coming from claims or how that even works.
[CUSTOMER][NEUTRAL] Well, I do they the the department sends me over a file each morning for um.
[CUSTOMER][NEUTRAL] uh, premium is paid through claims and also premium that's waived and um if it's being paid through the claim, which means like her disability, it will say the FR claims, so it's from the claim and then of course it'll say waiver if uh if it's under waiver at that time, but um.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, but I'm more than happy to talk to her.
[AGENT][NEUTRAL] All right, thank you, [PII]. Well, she, I've got her verified fully. Her contact number is the number that's listed on the policy. Um, so, yup, all good. All right, thank you.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. Mhm. I'm sorry, what's her name again?
[AGENT][NEUTRAL] Yeah. Oh, [PII].
[CUSTOMER][NEUTRAL] [PII], OK, yeah, I see it there. Sorry, I panicked.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, you're fine. It's OK.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Alright, here she comes.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Hire