AccountId: 011433970860
ContactId: 8612c4fb-569d-47ca-902f-f9dafc0afcaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1394020 ms
Total Talk Time (AGENT): 183897 ms
Total Talk Time (CUSTOMER): 144131 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/8612c4fb-569d-47ca-902f-f9dafc0afcaf_20250303T19:06_UTC.wav
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[CUSTOMER][NEUTRAL] I think 3.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am, I needed to know where do I, um, I got a letter stating that I guess your, the policy changed my policy that I originally had was an accident like on the job or off the job. I guess it changed at some point in time, so I just received a letter stating that no, it's not covered because it was on the job and it says to.
[CUSTOMER][NEUTRAL] If I have a copy of a denial letter, send that in. So I do have a denial letter from my worker's copy, so I'm trying to find out where can I send that or who do I send that to?
[AGENT][NEUTRAL] OK. Yes, ma'am. Um, well, first, um, let me get your name and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] OK, my name is [PII]
[CUSTOMER][NEUTRAL] My phone number is um [PII].
[AGENT][NEUTRAL] OK. Thanks, [PII]. Now I need your policy number, please.
[CUSTOMER][NEUTRAL] Oh, let's see.
[CUSTOMER][NEUTRAL] It is 02.
[CUSTOMER][NEUTRAL] 0220.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] 649-6
[AGENT][NEUTRAL] OK. OK, one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the incident you're referring to, um, did it happen prior to, um, let's see, 71 of 24?
[CUSTOMER][NEUTRAL] Yes, it um happened [PII].
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And this is a disability policy?
[CUSTOMER][NEUTRAL] Well, the, the policy that I had with you guys, I was, yeah, I thought it was just a regular disability policy. However, I, somebody said that I guess after a certain date it changed, so my policy originally was on and off the job.
[AGENT][NEUTRAL] OK, because I'm showing that it's for a disability policy. So what I'm gonna do is get you over to an associate that could uh further assist you if you don't mind holding.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well, I thank you again, [PII] for calling APL and one moment while I get you transferred.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Mhm. No problem.
[CUSTOMER][NEUTRAL] f er ring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Um, hi, [PII]. This is [PII] in the Medli Claims department. Um, I have a member on the line who's calling with questions in regards to her disability policy. The policy has expired, but the incident she's referring to happen, um, while her, she still had coverage. Would you be able to further assist her?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, I'd probably have to send her to disability, um, but I can see what I can do.
[AGENT][NEUTRAL] Yeah, she said, she said it was a dis, she said that it was a disability policy, but then it was converted into an accident policy, but I'm just showing a disability policy on file, so.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Oh, OK, um, yeah, I'd probably just send it to um the disability uh clients.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that's where I thought I was transferring it to.
[CUSTOMER][NEUTRAL] Um, they might be if they're all filled up and it might have just came over to us.
[AGENT][NEUTRAL] OK. Yeah, I was on hold for a while, so that's probably what.
[CUSTOMER][NEUTRAL] Oh, OK, I just we got some people available. I don't know.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right. I guess I'll try again.
[CUSTOMER][POSITIVE] OK, sorry about that.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] All right, thanks. Bye-bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hello, ma'am.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I apologize. I'm still on hold. I'm still waiting for someone to come to, to the line. I'm just calling to check on you. Are you still good?
[CUSTOMER][NEUTRAL] Yes, I'm fine
[AGENT][NEUTRAL] OK, thank you. One moment, I'm still holding one moment.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Sing.
[AGENT][NEUTRAL] Hi, what
[AGENT][NEUTRAL] A black Toyota Camry.
[AGENT][NEUTRAL] Black, black, it's black daddy.
[AGENT][NEUTRAL] Daddy,
[AGENT][NEUTRAL] It's black
[AGENT][NEUTRAL] With a black Toyota.
[AGENT][NEUTRAL] And it's black
[AGENT][NEUTRAL] It's black, black.
[AGENT][NEUTRAL] What color is it? What color is it?
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] It's black daddy.
[AGENT][NEUTRAL] It's black, black.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, it's black.
[AGENT][NEUTRAL] No, it's black.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Um, hi, [PII]. This is [PII] in the um Medling claims department. Um, I have a caller on the line. She's calling in regards to her disability policy. The policy is canceled, but the incident she's referring to happened when she had coverage. Would you be able to further assist her?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. Her policy number is 022.
[AGENT][NEUTRAL] 06496 for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I did something wrong. 220. That's what it was.
[CUSTOMER][NEUTRAL] OK, and I have it here and then um OK, so what did you say for the coverage? I'm sorry I'm getting teams all at the same time.
[AGENT][NEUTRAL] Yeah, she's saying, she's referring to an incident that happened. I think she said it was in [PII]. She's been on hold for a wh[PII], um, when she had coverage and she, she was also saying that um her policy started out as a disability policy, but then it was converted to an accident policy. And I only showed this disability policy on file, but she's saying that she filed a claim um for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The accident for [PII]. OK, you can send it through.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, here she is. Thanks a lot.
[CUSTOMER][POSITIVE] Thank you. You're welcome.
[AGENT][NEUTRAL] Mhm bye.