AccountId: 011433970860
ContactId: 8f0685ae-e661-4f0a-b0d5-7210b6874706
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265049 ms
Total Talk Time (AGENT): 170950 ms
Total Talk Time (CUSTOMER): 55911 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/8f0685ae-e661-4f0a-b0d5-7210b6874706_20250210T17:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling to check the status of my short term disability claim.
[AGENT][NEUTRAL] All right, I can see, can I help you with that. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Ms. [PII], what's your phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. Can I have the policy number you're calling in reference to?
[CUSTOMER][NEUTRAL] That I don't have.
[AGENT][NEUTRAL] OK, we can look it up. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me have your social security number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Now, you said [PII]. Give me that number again.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Wait hold on.
[CUSTOMER][NEUTRAL] [PII] I believe.
[AGENT][NEUTRAL] [PII]. Let me see, because the other one didn't bring you up. [PII].
[AGENT][NEUTRAL] OK. Yes. OK. So you said you called on a disability. Let me see what I can find.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, my charge.
[AGENT][NEUTRAL] OK, can you verify, can you verify your uh mailing address?
[CUSTOMER][NEUTRAL] Yeah, I put uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, give me one second to see what I can pull up.
[AGENT][NEUTRAL] Alright, verify your uh
[AGENT][NEUTRAL] Date of birth for me, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Now it looks like something was processed on you on uh [PII], and it's saying that your maximum benefit for that particular disability, which was 54 2024, that's the one you're calling about when you were disabled on [PII], saying that the benefits the max for that uh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Date, the the maximum amount been paid.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK, effective what day?
[AGENT][NEUTRAL] Uh, I don't know. The last time that like you got paid was, uh, they paid you on [PII]. They paid you up to [PII]. And your policy is a seven month policy, 7 months.
[CUSTOMER][NEUTRAL] Yearly
[CUSTOMER][NEUTRAL] No, it's a
[AGENT][NEUTRAL] OK, they got 7 months on here. So, and let me, yes, ma'am, your policy is a 7-month policy. So if you disagree with it, do an appeal letter saying you disagree with the later decision and that you said that your policy is a 1 year and we got it being a, a seven-month policy.
[CUSTOMER][NEUTRAL] It's a year
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] OK, so they said effective December was my last payment, so I wouldn't be paid anything for January.
[AGENT][NEUTRAL] That's correct because you'll max your benefit out for that particular disability. Yes, ma'am, for a 7 month policy, and I'm trying to bring up your policy and see what it got on it, on your policy. Let me see if they got a yeah, they got the policy out of here.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, let's see.
[AGENT][NEUTRAL] And, um, in your sickness, 210 days. So yeah, 210 days would be 7 months to 10.
[AGENT][NEGATIVE] The bad.
[AGENT][NEUTRAL] Mm, 30 equals 7, yeah, you just got a 7 month policy. On your policy tells you the maximum disability period is 210 days, and that's what we don't pay you 210 days.
[CUSTOMER][POSITIVE] OK. All right. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all, thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling American Public Life, and you have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too, bye.