AccountId: 011433970860
ContactId: 800821d6-b32e-496d-a81d-bc4b9a71ce5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 483850 ms
Total Talk Time (AGENT): 195158 ms
Total Talk Time (CUSTOMER): 221616 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/800821d6-b32e-496d-a81d-bc4b9a71ce5f_20250521T18:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm pretty sure I have an active policy and I'm not sure who I contact about filing a claim.
[AGENT][NEUTRAL] I can help you with the claim, sir. Can I please get your name and your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] And my number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you [PII], and then what is uh your policy number?
[CUSTOMER][NEUTRAL] I'm sorry, did you say what is my telephone number?
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] I have no idea.
[AGENT][NEUTRAL] OK, let's look it up, let's look it up with your social.
[CUSTOMER][NEUTRAL] I have, I have a critical, I believe I have a disability. I have a under you guys I have a critical illness, a disability policy, so try to run this number. This is going off of of something from last fall. It's 25,099,210.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEGATIVE] Yeah, because I still have not received anything from you guys.
[AGENT][NEUTRAL] OK, let me look, sir.
[AGENT][NEUTRAL] All right, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] My address is [PII] and uh what else were you asking?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then what the phone number that you gave me to call you back on if we're disconnected is that your cell phone number, sir?
[CUSTOMER][NEUTRAL] Yeah, the [PII], yes.
[AGENT][NEUTRAL] OK, thank you, sir. Alright, let me look at your policy.
[CUSTOMER][NEUTRAL] I also show I have a group report number too.
[AGENT][NEUTRAL] Now,
[AGENT][NEUTRAL] OK, so, um.
[AGENT][NEUTRAL] Are you wanting to file which um policy were you wanting to file a claim on?
[CUSTOMER][NEUTRAL] Um, probably the accident and the, and the, uh, is it, is it 5 star as well, do you handle under that too? Yeah, but mainly for the disability and also accident.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, so I don't show that we have an accident policy for you, that you didn't have that with us. Um, I'm showing that you had a group critical illness and you had a short term disability policy, but those lapsed on [PII] and they're no longer active.
[CUSTOMER][NEGATIVE] Oh my god, OK, if I give you a group report number, is that a different maybe that's a different policy? Can I check that number? Because this is the I, I thought I I thought I handled this months ago and then I here I find myself like, you know what, that never came to a resolution. I've done this multiple times.
[AGENT][NEUTRAL] Now
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] That would be
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I realized you're the big parent company. The people who are packaging this stuff, it's like there's a company called um employee retention Benefits.
[AGENT][NEUTRAL] OK, that
[CUSTOMER][NEGATIVE] And they haven't give us any information.
[AGENT][NEUTRAL] Right, OK, so what I'm going to do is I've got a phone number that I can transfer you on over to which is the employee retention benefits that was done through Union Bank and Trust and they ended their master policy with us and the policy was lapsed on [PII] because they went with a different company.
[AGENT][NEUTRAL] Now I can transfer you on over to them and you can talk to them and see who you have your benefits through now.
[CUSTOMER][NEUTRAL] OK, so as far as with you guys, you no longer have me active for any policies, is that correct?
[AGENT][POSITIVE] Correct, yes, that's correct.
[CUSTOMER][POSITIVE] Correct
[CUSTOMER][NEGATIVE] Let me say as here let me give me a second, yeah, because I feel like I've repeated myself multiple times and nobody's giving me very good clarity.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Right, I understand.
[CUSTOMER][NEUTRAL] So as of [PII] of last year.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] All policies left.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Has lapsed.
[CUSTOMER][NEUTRAL] And as far as you know, employee retention benefits went with a different carrier, so you guys carried what the disability, the critical illness and accident, is that correct or you just carried the.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Disability and the accident like never the never the never the accident part.
[AGENT][NEUTRAL] On your, your plan itself.
[CUSTOMER][NEUTRAL] I have no I have no scribbled here MetLife, and they're gonna be a total different company, correct? They're not affiliated with you?
[AGENT][NEUTRAL] Right, that's a different company.
[AGENT][NEUTRAL] No sir.
[AGENT][NEUTRAL] Now for you we had a group critical illness and we had a short term disability policy we just had those two policies that terminated on [PII].
[CUSTOMER][NEUTRAL] Group.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And a short term disability.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK, OK, so I don't need to call any more numbers that involved.
[CUSTOMER][NEGATIVE] With you guys with APL you guys have no affiliation nothing anymore for this.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so everything is through ERB.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] What number do you have with ERP?
[AGENT][NEUTRAL] Yes sir, and would you like for.
[AGENT][NEUTRAL] Yes, sir. I can give that to you. It's 1800.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] It's it's 1800.
[AGENT][NEUTRAL] 674.
[AGENT][NEUTRAL] 9484.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there an extension or I need to talk with at that number?
[AGENT][NEUTRAL] No sir, I don't have an extension, um, but I can transfer you on over to them and if the call gets stop you'll have the number just in case it does.
[CUSTOMER][NEUTRAL] I can just call the number myself.
[AGENT][NEUTRAL] You don't want me to transfer you, sir?
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Well, do you know you transfer it over to somebody who handles intake of benefits or claims or they could explain stuff?
[AGENT][NEUTRAL] The only number I have is the same one that I gave you.
[CUSTOMER][NEUTRAL] OK, sure, go ahead and transfer me over then.
[AGENT][POSITIVE] OK well you have a wonderful rest of your week [PII] and we thank you for calling APL you take care sir.
[CUSTOMER][NEUTRAL] OK, OK, and just also confirm I, I had a letter back in October from your guys with header APL.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] And uh [PII] so she's with your company customer service she's not affiliated with ERB.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, so we'll cross her off.
[CUSTOMER][NEUTRAL] APL, so I don't need to further talk with anybody from APL.
[AGENT][POSITIVE] That's, that's, yes you got it.
[CUSTOMER][POSITIVE] Got it. OK, yeah, thank you.
[AGENT][POSITIVE] You're welcome, sir.
[CUSTOMER][NEUTRAL] Thank you, yeah, because even just that small amount is like kind of like doesn't really make clarified to me, OK.
[AGENT][NEUTRAL] I understand. Yes, sir.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, well you have, like I said, you have a wonderful rest of your week and thank you for calling APL, [PII].
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][POSITIVE] Thank you very much you too.
[AGENT][POSITIVE] You're welcome.