AccountId: 011433970860
ContactId: 8048551e-846d-4e92-b652-3a3a16d4f0ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 498290 ms
Total Talk Time (AGENT): 240693 ms
Total Talk Time (CUSTOMER): 153055 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/8048551e-846d-4e92-b652-3a3a16d4f0ac_20250103T13:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm trying to um check and see uh about um my disability claim. Um why haven't they send me a check out um.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So I need to find out about that.
[AGENT][NEUTRAL] OK, Ms. [PII], so you're wanting to check the status of a claim that you have filed with us. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Uh, both 2
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your policy number please, Ms. [PII].
[CUSTOMER][NEUTRAL] My what policy number.
[AGENT][NEUTRAL] Policy number? Uh-huh.
[CUSTOMER][NEUTRAL] Is um
[CUSTOMER][NEUTRAL] 234 7565
[AGENT][NEUTRAL] OK, thank you. One moment for me to get your information pulled up, and once I do, I will need to verify several things with you first for security and also Ms. [PII], any information that I provide for you will be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and lastly your email address please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So just one moment.
[CUSTOMER][NEUTRAL] Any
[AGENT][NEUTRAL] So I do see that the most recent claim that was processed on the [PII], that was denied.
[AGENT][NEUTRAL] Um, the reason for the denial on here states.
[AGENT][NEUTRAL] This insured is ineligible for benefits due to the rescission of her coverage.
[AGENT][NEUTRAL] It shows that your policy with us, Ms. [PII], terminated as of [PII].
[AGENT][NEUTRAL] This was through your employment with ATC Healthcare Services?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Well, uh, what, uh, they were supposed to mail out a check, uh, deposited in my bank for what I have put in.
[AGENT][NEUTRAL] When, OK, when.
[AGENT][NEUTRAL] OK, just one moment.
[CUSTOMER][NEGATIVE] I need to speak to somebody over in the uh claims department that know about uh uh they supposed to send out a check. I know all that, but they were supposed to give me back everything that I paid in it.
[AGENT][NEUTRAL] OK, so I do see that there was a refund issued.
[AGENT][NEUTRAL] In the amount of 264. 18.
[AGENT][NEUTRAL] That was not issued until [PII], Ms. [PII], so it just has not gotten, had enough time for you to receive it.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEGATIVE] Where is it supposed to go? What is the check uh uh um they deposit it in my account? What they doing?
[AGENT][NEUTRAL] This shows a check. uh, let me see one moment. Let me just read through a few notes. Bear with me please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so one moment.
[CUSTOMER][NEUTRAL] So we have.
[CUSTOMER][NEUTRAL] Or to allegedly cyber trucking and it's.
[CUSTOMER][NEUTRAL] the world has ever seen. Take a look back.
[AGENT][NEUTRAL] OK, so what I'm gonna do, Ms. [PII], I'm gonna see if I can get you connected with someone who can verify exactly how this was issued to you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] On this refund. Do you mind letting me place you on a brief hold first?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Yes, ma'am. Mhm.
[AGENT][NEUTRAL] OK. All right. Is there anything else that I could help you with before I connect you?
[CUSTOMER][POSITIVE] No, that's good. Thank you.
[AGENT][POSITIVE] Oh, OK, Ms. [PII]. Well, you're very welcome and thank you for calling APL. I hope that you have a very nice uh day today.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][POSITIVE] Thank you. Yes, ma'am. Just one moment, please.
[CUSTOMER][NEGATIVE] I don't want.
[CUSTOMER][NEUTRAL] we are sky.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling [PII]. How can I help you?
[AGENT][POSITIVE] Well, good morning, Ms. [PII]. Happy [PII]. It's [PII].
[CUSTOMER][POSITIVE] Good morning, same to you.
[AGENT][MIXED] No, thank you. Um, you sound a little bit like me. A little bit of that, that yucky yucky stuff, not a good way to start the [PII], but OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] So I have an insured on the line who had a disability policy with us, and let me give you the number.
[AGENT][NEUTRAL] Her policy is 2347565.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] I beat my keyboard so much that I can't see the numbers.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, do you know I have the same thing. I have certain letters that don't have any letters on them anymore. They're just black.
[CUSTOMER][NEUTRAL] Yeah, it's for [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I can see it shows that she's supposed to be getting a refund because
[AGENT][NEUTRAL] She was not eligible due to working less than 20 hours.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] But she's wanting to know, to verify that that's been issued as a check and how that's being issued to her bec[PII] I can't tell that. I mean I see notes that say it was a check, but
[AGENT][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Anyway doesn't even tell me just to check uh what's her uh let me look in um.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] On these, uh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] What's her callback number?
[AGENT][NEUTRAL] Um, it is the one in the system, [PII]. It's [PII].
[CUSTOMER][NEUTRAL] OK. You can go and send it through.
[AGENT][POSITIVE] And she's fully verified as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Thank you so much and I hope that whatever you have going on, you feel better.
[CUSTOMER][NEUTRAL] The same to you.
[AGENT][POSITIVE] Thank you so much. I appreciate it. OK, here she comes. Bye-bye.
[CUSTOMER][NEUTRAL] Uh-huh.