AccountId: 011433970860
ContactId: 92c607c9-692b-46fb-abd1-b9fff9825655
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 548000 ms
Total Talk Time (AGENT): 160788 ms
Total Talk Time (CUSTOMER): 113060 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/92c607c9-692b-46fb-abd1-b9fff9825655_20250305T15:11_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Good morning. My name is [PII], and um it looks like my claim was just completed. I guess I'm just confused about the amount that were, that, that's given to me this month. Wondering why it's not the same as the, the previous month.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with your claim. Uh, can you please give me your policy number?
[CUSTOMER][POSITIVE] Yes, let me get that for you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's 229.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Oh yeah, 229-424-7.
[AGENT][NEUTRAL] OK, let me look your policy up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And I'm also going to need to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, you guys have uh [PII] address [PII] phone number [PII].
[AGENT][NEUTRAL] OK, thank you so much and I do see that the email address is [PII] but it's a different.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that's it thank you so much I appreciate you verifying your information. Do you have the claim number or is it gonna be the most recent one that was done for or March?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, it's the most recent one, I guess I just have to keep uploading the same thing on the claim it's the same claim, but it looks like I have to keep updating every month I have to do it again or something.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, right. OK.
[CUSTOMER][NEUTRAL] So this number was 3571038 that claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so looking at the claim, I do see a remark on it that the premium due for your policy was deducted from the benefit.
[CUSTOMER][NEUTRAL] The premium due.
[AGENT][NEUTRAL] And that with this payment.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The monthly premium to pay for your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that that premium due has was deducted um the premium due has been deducted from this benefit, the premium due has been deducted and after that, um.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] Max the benefits for.
[AGENT][NEGATIVE] This disability.
[CUSTOMER][NEUTRAL] I guess I'm confused because the first one in each month has been 978 since I've been off work.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And the [PII] was 333.
[AGENT][NEUTRAL] Yes ma'am, OK.
[CUSTOMER][NEUTRAL] That's January, I mean [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was, so was that premium about what, 400 bucks?
[CUSTOMER][NEUTRAL] Or what, I mean, because for the month of [PII].
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK. So the month of [PII], [PII], they gave 33333, and then I, I guess sent them information that they needed from my doctor and now it they gave 2 1155. So that only adds up to about 5 something.
[CUSTOMER][NEUTRAL] Total for the month of February, right?
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Right, I understand what you're saying. What I'm going to do is I'm gonna send in a request for a claims examiner to give you a call back so that they can go over the claim with you and let you know how they came to the dollar amount that they did.
[AGENT][NEUTRAL] So it's I'm gonna put you on a brief hold while I send in that request while we're on the phone together.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So it's gonna be a brief hold so I can send in that request so somebody can call you back.
[AGENT][NEUTRAL] And the number that is on your policy that we verified.
[AGENT][NEUTRAL] The [PII], is that a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, alright, I'm gonna put you on a quick hold so I can get that done for you for a call back, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] You so much. I appreciate you holding for me.
[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][POSITIVE] Thank you so much for holding for me. I've got that request in and you should be getting a call back within 24 hours from the claims department.
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][POSITIVE] OK. You're so welcome. I hope you have a wonderful day. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] Alright well you take care and thanks for calling APL.
[CUSTOMER][POSITIVE] You as well. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.