AccountId: 011433970860
ContactId: 9a711830-d12d-4af3-b91a-2fe95fa86b98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 488760 ms
Total Talk Time (AGENT): 216419 ms
Total Talk Time (CUSTOMER): 188901 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/9a711830-d12d-4af3-b91a-2fe95fa86b98_20250402T21:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I sent in a, um, an application, a claim, um, application, and I have that, um.
[CUSTOMER][NEUTRAL] I just want to make sure that you received it.
[AGENT][NEUTRAL] OK, I can check your claim status for you, ma'am. Can I please get your callback number and your name?
[CUSTOMER][NEUTRAL] [PII] and my name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is your policy number?
[CUSTOMER][NEUTRAL] Um, actually, I don't have the policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on a minute, let me see if it's OK.
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] Because I don't think I have a policy number.
[AGENT][NEUTRAL] That would be OK. I can look it up with your social.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, let me find your policy real quick.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, Ms. [PII], I think I have you pulled up.
[AGENT][NEUTRAL] We're gonna need to verify a little bit of information uh to verify your policy uh on the claim that you sent in, do you remember uh which policy you sent it in on? Was it your accident, your medical?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, critical illness.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hold on, let me, I think it's short term.
[AGENT][NEUTRAL] Short term disability? OK, I've got that pulled up right here.
[CUSTOMER][NEUTRAL] Disability.
[CUSTOMER][NEUTRAL] Let me just sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna need for you to verify your policy for me, Miss [PII]. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, ma'am. And then what is your?
[CUSTOMER][NEUTRAL] Um, it's a disability claim form.
[AGENT][NEUTRAL] OK, and what is your address? No, you're fine. What's your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Um, the address is [PII].
[CUSTOMER][NEUTRAL] I'm not sure what phone number you have, um, try [PII].
[AGENT][NEUTRAL] Uh, it
[CUSTOMER][NEUTRAL] And I don't think there's an email address on there.
[AGENT][NEUTRAL] Looks like it ends in [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hold on, let me tell you what it is. Um, I wanted to, um.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then one last verification can you give me your email address?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yes, that's it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um.
[AGENT][NEUTRAL] Let me look at your claims real quick. I do see that we received the claim on [PII].
[AGENT][NEUTRAL] That was submitted um now I need to ask you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Dates of that you're asking for the data service on your claim was it before [PII]?
[CUSTOMER][NEUTRAL] It was.
[AGENT][NEUTRAL] OK, good. Alright, just wanted to double check because the policy ended on [PII], um, the Association of Professional Flight Attendants went with another company, so I wanted to make sure that it fell.
[CUSTOMER][NEGATIVE] Yeah, that, that's how I, that's why it took so long because I didn't realize that we had like 3 different companies within a short period of time because I originally had the Aflac and then I had sent it to them and they were like, you know, you don't have coverage and then I sent it to the other company and they were like, no, they denied it because they were like, you didn't have coverage. I'm like, well, who was in between?
[AGENT][NEGATIVE] Oh, no.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh no, yeah, where do I have coverage at?
[CUSTOMER][NEUTRAL] So yeah, it's been a search.
[AGENT][NEUTRAL] Yes, ma'am, but we did receive it. I do have it, so I, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Wanted to let you know that now it it can take up to 15 business days to completely finish the claim, so I wanted to let you know that also.
[CUSTOMER][NEUTRAL] No, that's fine. I just wanted to make sure that you received it, um.
[CUSTOMER][NEUTRAL] How long do you have to file a claim if you're, if you have a claim?
[AGENT][NEUTRAL] So we don't have a timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and of course and on your short term disability, you know, the claim form has to be filled out by your employer, yourself and your physician, so that's that it goes by that on the claim form, um.
[CUSTOMER][NEUTRAL] OK, I don't think I have the employer section filled out um, truthfully I don't even know who to send that to, but for some reason I don't remember the form that she sent me asking for that, but OK.
[AGENT][NEUTRAL] OK. Because what they're gonna do on short-term disability, that, um, that helps when you have to be off of work and you cannot work. So that's why your employer and your physician have to fill out their part also.
[CUSTOMER][NEUTRAL] Yeah, so I sent it to the physician. Um, it is work. I am on work as compensation though. Does that make a difference?
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] Uh, I don't think it does. Uh, it just goes by, you know, what they fill out on the claim on the claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, oh, OK, so that's fine then. I have one other question, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] My daughter and this goes back to, I have to check the date, but now that I have you on the phone, I'm just gonna try and verify this. My daughter was burned.
[CUSTOMER][NEUTRAL] At work
[CUSTOMER][NEUTRAL] And I wanna say it's been like.
[CUSTOMER][NEUTRAL] Whatever whatever it was.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So could I, I don't know if she's on my, what can I file for her if so.
[AGENT][NEUTRAL] It is gonna be for your, it'll be for your accident policy. And let me see if she's on there.
[CUSTOMER][NEUTRAL] If you get one.
[AGENT][NEUTRAL] Uh, what's your daughter's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] I don't have [PII] on the policy.
[CUSTOMER][NEUTRAL] OK, um, uh, so one other quick question, um, my son just turned [PII], so does he come off of my policy because he's no longer like an actual.
[CUSTOMER][NEUTRAL] Um, kid anymore.
[AGENT][NEUTRAL] Right, if you still had um active policies with us, yes, he would come off.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I, I can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] Well, you're very welcome and I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye-bye, Ms. [PII].