AccountId: 011433970860
ContactId: 802fa4f1-8128-42e6-a408-d77aa7519d49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 932940 ms
Total Talk Time (AGENT): 126347 ms
Total Talk Time (CUSTOMER): 125392 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/802fa4f1-8128-42e6-a408-d77aa7519d49_20250122T14:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to speak with the person that is handling my claims, please.
[AGENT][NEUTRAL] Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Um, now, could I get your policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So for hospital indemnity it's 2184473.
[AGENT][NEUTRAL] OK, thank you. Now, please verify your first and last name and your date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, please verify your mailing address and your email address to make sure that we have the correct ones on file.
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][NEUTRAL] OK, and the claim you're calling about, is it for you or one of your dependents?
[CUSTOMER][NEUTRAL] For my son.
[AGENT][NEUTRAL] OK. And his name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, ma'am. Thanks for your patience. I'm showing that we did um receive your claim on yesterday and it was processed this morning, but actually, it's on hold because we're waiting to hear from um
[AGENT][NEUTRAL] Let's see, your employer, we haven't received the premium, so it's on hold for the premium.
[AGENT][NEUTRAL] And once we receive the premium, then
[CUSTOMER][NEUTRAL] So, I pay myself.
[AGENT][NEUTRAL] You pay yourself
[CUSTOMER][NEUTRAL] Uh, it doesn't come, the payment does not come from my employer. It's set up for automatic draft from my bank account, and the last payment was processed, so I don't know why they have it on hold due to premium. That's why I wanted to speak with the person.
[CUSTOMER][NEGATIVE] And it wasn't received yesterday. It was sent in [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And my next draft doesn't happen until today. Actually, I think it's the [PII] that I requested um every month for my draft, but as long as I've been paying independently and not for my employee, which has been almost a year, it's automatically drafted from my account, so I don't understand why they're holding it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, pending payment.
[AGENT][NEUTRAL] So if you said it should be drafted today, the payment?
[CUSTOMER][NEUTRAL] I think so. I mean, I don't know if you're able to check and see what date that the draft is set up for, but.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] Yeah, like I, I just, I have a problem with that because they know my payment comes from my bank account every month.
[AGENT][POSITIVE] OK, thanks for your patience. I'm showing that um it'll be drafted out on the [PII].
[AGENT][NEUTRAL] So it's on hold till after it haven't denied it's just on hold until we receive the premium. Once we received the premium then the claims will come up on a report they'll be reprocessed to pay.
[CUSTOMER][NEUTRAL] Can I speak with someone regarding this?
[AGENT][NEUTRAL] Regarding
[CUSTOMER][NEGATIVE] That could get it resolved today. Yeah, cause I'm not satisfied with that. Like every single month it's automatically drafted from my account. So for my claims to be on hold for now over 3 weeks, that's a problem for me.
[CUSTOMER][NEGATIVE] That it doesn't make sense to me because my payments are automatically drafted from my account. It's not like I haven't made a payment, it's not like I've missed a payment.
[AGENT][NEUTRAL] OK. Well, I'm letting you know that according to our system, the payment is not going to be drafted out until the [PII] in a couple of days, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And they're gonna tell you the same thing, but I'll try to find someone who could further explain it to you. One moment, please.
[CUSTOMER][NEUTRAL] I'm letting you know.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am. I'm looking for the person um who processed your claim. One moment.
[AGENT][NEUTRAL] I'm gonna place you on a brief hold if you don't mind holding.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For one moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Thanks for your patience. I was unable to transfer you at this time um to speak with the adjuster that adjusted the claim, but she did um let me know that she put in a ticket and um she's saying that it should be taken care of by this evening or at the earliest tomorrow morning.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK. Well, I thank you again for calling APL. Have a great rest of your day. Mm bye.