AccountId: 011433970860
ContactId: 7441ffd1-c11e-40cb-beff-72c04fd27503
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 722239 ms
Total Talk Time (AGENT): 211691 ms
Total Talk Time (CUSTOMER): 269456 ms
Interruptions: 7
Overall Sentiment: AGENT=0.7, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/7441ffd1-c11e-40cb-beff-72c04fd27503_20250318T14:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I have a question about my short term disability.
[AGENT][NEUTRAL] OK, I can help you with your short term disability, sir. Uh, can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] I can do that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] I don't have a policy number on me right now.
[AGENT][NEUTRAL] OK, [PII], um, can I get your social, and that'll pull in your policy for me.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me see if I can find your policy real quick.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It should be crazy, is that what you're saying here?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Welcome to the first day of the rest of your life.
[AGENT][NEUTRAL] OK, thank you so much um for holding for me while I found your policy. I have it pulled up now. Can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] Can we.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Go crazy over here, man. The only reason.
[AGENT][NEUTRAL] Thank you and then I'm also going to need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] To the
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh my email is [PII] and what was the other thing?
[AGENT][NEUTRAL] Your phone number please sir?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you I appreciate that and that phone number that you just gave me if we get disconnected is that a good call back number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I should be working with Chase.
[AGENT][NEUTRAL] OK, thanks [PII]. Alright, let me look and see and you're wanting to know um claim status for your disability, is that correct?
[CUSTOMER][NEUTRAL] Uh, I got paid today. I'm supposed to be, I'm supposed to get 2000 a month, and I got paid 200 today.
[AGENT][NEUTRAL] OK, let me look and see.
[CUSTOMER][NEUTRAL] I'm just trying to see if that's a mistake or what's going on. I, I mean, uh, my, my originally my, my account was like, uh, uh, I had gotten approved till like it was supposed to, it was supposed to originally my doctor had put me till next month last month.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I got switched to a new doctor and then they put me on physical therapy and they, and the new doctor wanted to extend me, so I had to wait for the, I had to wait for the paperwork from my new doctor.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I finally got the new paperwork from my new doctor and I sent that in the new paperwork last week and turned in my paperwork and you know, I guess today.
[CUSTOMER][NEUTRAL] You know today is [PII], right, but today I guess is when I get paid and my wife checked the account this morning and they said they only paid $200.
[AGENT][NEUTRAL] Yes sir, I am showing that um with that payment was $205.
[AGENT][NEUTRAL] And the remarks that I have is, uh, premium for your policy was applied to your benefit.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What does that mean?
[AGENT][NEUTRAL] To keep your
[AGENT][NEUTRAL] means that you're
[AGENT][NEUTRAL] Policy to stay active so you could get paid the premium that wanted to be applied to it.
[CUSTOMER][NEUTRAL] Uh, what does that mean?
[AGENT][NEUTRAL] Premium means the
[AGENT][NEUTRAL] The amount
[AGENT][NEUTRAL] You want to have coverage.
[CUSTOMER][NEGATIVE] What you, you're breaking up you're breaking up. All I hear, all I heard was premium amount coverage that's all I heard.
[CUSTOMER][NEGATIVE] You keep breaking up.
[AGENT][NEUTRAL] Premium
[AGENT][NEUTRAL] I'm sorry sir, the premium that you pay every month.
[AGENT][NEUTRAL] Is the amount you pay to keep your policy active, so you have coverage.
[CUSTOMER][NEUTRAL] valuation and credit it off you're.
[CUSTOMER][NEUTRAL] OK, so what, what, I, I'm sorry, but I haven't been at work, so you're saying because I'm not at work I'm not paying my, I'm not paying my in my work's not paying my short term disability, is that what you're saying?
[AGENT][NEUTRAL] Uh, I'm just showing that.
[AGENT][NEUTRAL] Premium was applied to this policy with that payment and then with the payment of the benefits, the maximum benefits for this disability has been met.
[CUSTOMER][NEGATIVE] That doesn't make any sense to me. I, I don't understand what's going on. Why, why all other, all other, all other disabilities that I've gotten, the checks were $2000 this month it's $200. So what does that mean? Does that mean my work is not paying my, my short term disability or, or what, what's going on?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Because I haven't been at work. I haven't been at work since August of last year, and my, my premiums have my checks have always been $2000. And now this month it's $200.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what I'm going to do is I'm gonna make sure that somebody calls you, um, and explains how they came up with the $5 for you so you can get some answers, OK? Um.
[CUSTOMER][NEGATIVE] Yeah, because this isn't making any sense.
[AGENT][NEUTRAL] Yes, sir, I understand and I can have them call at that number that you and I verified together over the telephone, the [PII].
[CUSTOMER][NEUTRAL] I have a feeling our answers are
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] OK, because I can't live off of $200 a month. I'm sorry, that's just ridiculous. I don't understand why anybody would ever think that that's enough to work to live off of.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, I understand, sir.
[CUSTOMER][NEGATIVE] And, and, and I, I don't have any plans. I don't have any plans of going back to work till.
[CUSTOMER][NEUTRAL] Till, uh, till probably June they're saying and, and then.
[CUSTOMER][NEGATIVE] And I, I, I mean I don't understand what's going on. Nothing's changed since the last month that I've gotten, I've gotten disability. Nothing's changed like I haven't, I haven't paid more or haven't paid less. Nothing's changed since that month to this month, so I don't know why any premiums would be changed.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Well it's not just that it says with the payment of the is the maximum benefits for this disability has been met so that's why I want to get somebody from the claims department to give you a call back so they can go over exactly how they paid this claim for you and and give you some answers.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] OK, I mean, what does that mean? Does that mean that my, my disability run out? Or, or I, I just, that's what, because the way you're saying it, it doesn't make any, it doesn't, it doesn't tell me any kind of answer.
[AGENT][POSITIVE] Right, that's why I'm gonna try to, I understand, sir. That's why I'm going to get you some further help so that you can get all your questions answered.
[CUSTOMER][NEGATIVE] It doesn't explain what's going on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And and if you don't mind I'm gonna put you on a quick hold while I send in that request to have somebody call you back.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Cool, no problem.
[AGENT][POSITIVE] Thank you so much [PII] for holding for me. I have that request in now for somebody in the claims department, which will be a claims examiner. We'll give you a phone call back within 24 hours so that you can get all your questions answered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] Mhm alright.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] Yeah, mhm, alright, thank you.
[AGENT][NEUTRAL] Is there anything else I can help you.
[CUSTOMER][NEUTRAL] No, that's it. One thing.
[AGENT][POSITIVE] That's wonderful day and thanks for calling APL sir.
[AGENT][NEUTRAL] Bye bye