AccountId: 011433970860
ContactId: 8d0d3c94-f562-4c1d-8c0c-b6d4e61c8c40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1205040 ms
Total Talk Time (AGENT): 248305 ms
Total Talk Time (CUSTOMER): 362508 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/8d0d3c94-f562-4c1d-8c0c-b6d4e61c8c40_20250612T18:24_UTC.wav
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[CUSTOMER][NEUTRAL] Chemotherapy.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my name is [PII], and um, there's two different things that, um,
[CUSTOMER][NEGATIVE] I'm calling about, um, one of my claims was um denied and I think it was denied because I didn't get the information in in time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm filling out the application again. I'm not sure if that's why it was declined, but um I'm just assuming that right now and I started to fill out um another one and I finally was able to get my HI-10 that it wanted me to have with the application because I didn't have an HI-10 with the first one, so I'm not sure if that's why.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So could you please uh look me up and let me know what you see so I'll know what I need to do.
[AGENT][POSITIVE] Sure, well, I'll be more than happy to help you with your claim and [PII], may I have a good contact number in case we're connected?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And may I have your policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, oh my gosh. Um, hold on a minute.
[AGENT][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Policy number is 02268324.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Alright and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yes, [PII] um [PII], and what else did you have?
[AGENT][NEUTRAL] Your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And so this is for your short-term disability policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yes, I thought I had a short and a long term.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, so, with APL you may have long term, but it's not with APL we only offer short term, um, but
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, have you already filed this claim and you're just trying to correct it or this is a whole new claim. The reason I'm asking is because, OK, go ahead.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] No, go ahead.
[AGENT][NEGATIVE] I'm sorry, the phone's breaking up.
[CUSTOMER][NEUTRAL] Just, I said just go ahead on.
[AGENT][NEUTRAL] The reason I was asking is because APFA is no longer with American Public Life. So is this a previous claim that you're trying to correct or is this a new claim?
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, it's not a new claim. It's part of the, it's part of the same claim, um, that, um, I had, uh, well, I don't know, it could be a new claim. I'm not really sure.
[CUSTOMER][NEUTRAL] Because the incident was the same as um it happened um in [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So many people are just
[AGENT][NEUTRAL] Let me look at the last one.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] Very I punch.
[AGENT][NEUTRAL] OK, so what are you trying to do now with this, with the information you're entering now?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, um, I wanna know why.
[CUSTOMER][NEUTRAL] Was one denied and so you're saying I can't fill out a new claim for with, with you now?
[AGENT][NEUTRAL] Right, like it, so hold on one second, let me go back to the dates and then I'll go by this one, so.
[CUSTOMER][NEUTRAL] But see, I thought it was because.
[AGENT][NEUTRAL] So your short term, so APFA like American Airlines altogether is no longer with AP American Public Life, but your policies, like your last policy terminated on [PII]. So if there's something
[AGENT][NEUTRAL] Before [PII], yes, you can file because your policy was active, but if this is something recent, I was saying you don't have a policy with us. That's not saying.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] No, no, no.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, it, it, it, no, it was during this, the period that you gave me.
[AGENT][POSITIVE] OK. So then we're OK.
[CUSTOMER][NEUTRAL] The incident happened in [PII].
[AGENT][NEUTRAL] OK, so no, we're OK. So you want to know why the initial claim was denied?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so let me look at that. Hold on one moment.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] That he needs.
[CUSTOMER][NEGATIVE] I don't like
[CUSTOMER][NEUTRAL] The Padgers and really.
[AGENT][NEUTRAL] Is there anything else? OK, so the first claim was denied because the claim form was incomplete.
[CUSTOMER][NEUTRAL] What
[AGENT][NEGATIVE] It was missing the employer section.
[CUSTOMER][NEUTRAL] That's what I thought.
[CUSTOMER][NEUTRAL] The employer said oh you're talking about the HI 10.
[AGENT][NEUTRAL] Right, it was missing, yes, your HI 10 form.
[CUSTOMER][NEUTRAL] Yeah, and that's what I forgot. That's what I just said, what I was talking about. So I'm able to get the HI-10 now. I had to go, it took me a while to get because of my injury. So, um, I have the information for the HI-10, but I, it's so long. How far do you, what do you need as far as a cut-off for me to send the part to you? Because it just continues. I mean, it's, it's a long.
[CUSTOMER][NEUTRAL] It's long. It's, it's a lot of information.
[AGENT][NEUTRAL] OK, um, do you mind if I place you on just a brief hold so I can get the answer to that question? So basically back when we had an APFA there was a team that handled that, but since it's no longer here, everybody takes the call. So let me see um an answer for you because I was not one who worked with that team.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Like nothing.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem. Thank you. Sounds.
[AGENT][NEUTRAL] All right, you're welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[AGENT][NEUTRAL] OK, so.
[AGENT][POSITIVE] Yeah, let's do that.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh yeah.
[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 Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hey, I'm still here with you. I'm waiting for my um team lead to give the answer. I just didn't want you to think I forgot about you. I'm just on the other line, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] been in prison in [PII] for the last 6 months.
[AGENT][NEUTRAL] OK, hello Miss [PII].
[AGENT][NEUTRAL] Alright, thanks again for holding. So you just need your most the most recent HI 10.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, I just printed it today.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, I'm here. Yes, so whichever, um, whichever one you have, that's the most recent HI 10, you can submit it.
[CUSTOMER][NEUTRAL] Yeah, I just printed it today, so it should be.
[CUSTOMER][NEUTRAL] You know, I mean, it's today, so.
[AGENT][POSITIVE] Pretty accurate. Yes.
[CUSTOMER][NEUTRAL] Uh, yeah, but, but my my question is, it's very long. So do you want the whole HI 10?
[AGENT][NEUTRAL] Yes, the whole HI 10.
[CUSTOMER][NEUTRAL] Or can
[CUSTOMER][NEUTRAL] Oh OK. That's what I needed to make sure because then it was very long and I didn't know how. OK, I can do that. So, um, I'm gonna have my husband print it out and um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And when you left to go and check on some things, the application that you had, it's the same case.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And the only reason why it was, the only reason why it was not done is because I had trouble getting the HI 10 because I've had two surgeries since all of this. So.
[AGENT][POSITIVE] Well, that's no problem.
[CUSTOMER][NEGATIVE] It was very difficult for
[CUSTOMER][NEUTRAL] OK, so it could they reactivate that and then I just fax you the um HI 10?
[AGENT][POSITIVE] So, yeah, so that's what I'm saying. You don't have to worry about that. You can file a claim at any time. So as soon as we receive it, we'll continue processing.
[CUSTOMER][NEUTRAL] Oh, I understand the claim, but what I'm asking you, you can't reopen the claim that um you denied.
[AGENT][NEUTRAL] That's what I'm speaking of.
[CUSTOMER][NEUTRAL] Because I didn't have the HI 10.
[AGENT][NEUTRAL] So what I'm saying to you is, so we don't have like a deadline for you to submit documents. So when you send it in, we're gonna go to this old claim and continue processing from where they left off.
[AGENT][NEUTRAL] With the information that you're submitting.
[CUSTOMER][NEUTRAL] OK, that's what I needed to.
[CUSTOMER][NEUTRAL] Uh, OK, OK, OK, I was interpreting in a whole different kind of way. OK, so yeah, that's the question I need to, so that's no problem. So, um, we'll print it out and could you give me the fax number where um I should fax this fax number? OK, I'm ready.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, so it's [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] [PII] 3.
[CUSTOMER][NEUTRAL] OK, could you repeat that one more time?
[AGENT][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 94
[CUSTOMER][NEUTRAL] 36 you said 365?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, 365.
[AGENT][NEUTRAL] 94
[AGENT][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] OK, and what do I um put on there?
[AGENT][NEUTRAL] So it'll be attention APL.
[AGENT][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] OK, and could you give me the account number one more time?
[AGENT][NEUTRAL] Yes, ma'am. Sure. It's 226.
[AGENT][NEUTRAL] 8324.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK. OK, will do. Thank you so, so much. I really appreciate it.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, and that's all I need to do is just to fax you the um HI 10.
[AGENT][NEUTRAL] Yes, ma'am, that's all that was missing and then they'll go ahead and keep going with it.
[CUSTOMER][POSITIVE] OK, thank you so much and you have a great day.
[AGENT][POSITIVE] Thank you. You also thanks for calling APL and I hope you have a great weekend as well.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.
[AGENT][POSITIVE] You're welcome bye bye.
[CUSTOMER][NEUTRAL] 58.