AccountId: 011433970860
ContactId: a0214bb0-7c38-403f-85db-62048e27fd53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 637400 ms
Total Talk Time (AGENT): 168583 ms
Total Talk Time (CUSTOMER): 386999 ms
Interruptions: 4
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/a0214bb0-7c38-403f-85db-62048e27fd53_20250117T15:49_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, I really I don't know because um my case worker is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um I'm really just calling to find out what went what's going on with my um payment.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I do, uh, 1237027.
[AGENT][NEUTRAL] All right, thank you. And do you mind verifying your name, date of birth, and current mailing address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you, Mr. [PII] and what is a good call back number?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And we don't have an email on file. Can I add an email for you?
[CUSTOMER][NEUTRAL] Uh yes, uh no, you don't. OK, uh, [PII].
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, so I'm checking.
[CUSTOMER][NEUTRAL] I mean I'm looking at a payment and it's some $1100 less than the regular.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, bear with me just one second.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So it looks like it just paid up to 11325.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, $1133 is different.
[AGENT][NEUTRAL] Yeah, it was paid from [PII].
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] So it was
[AGENT][NEUTRAL] Just for those 2 weeks.
[CUSTOMER][NEUTRAL] OK, so we should be, they've already submitted the other paperwork so.
[CUSTOMER][NEUTRAL] There should be more coming.
[CUSTOMER][NEUTRAL] Because he got me for the next 6 months.
[AGENT][NEUTRAL] It looks like with that payment, the benefit maximum has been for this disability has been met.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And you said he's got you for the next 6 months?
[CUSTOMER][NEUTRAL] So let me see.
[CUSTOMER][NEUTRAL] Yeah, let me see here. OK, so.
[CUSTOMER][NEUTRAL] Uh, for this one case, let me see, OK, so something I'm not seeing I know back in um 327 that was for a totally different um uh case that was the first of uh a truck accident on [PII]. I didn't have my accident until [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So I know the first payment for my 6 was um um what I mean by I had a an accident like 3 months after I got back to work so my first for that payment was 6 I mean excuse me.
[CUSTOMER][NEUTRAL] 726 24 that was the first for my second accident.
[CUSTOMER][NEUTRAL] Because you couldn't have pay for something that I didn't have if you know that's how I know it, right, OK, so you go with 7.
[AGENT][NEUTRAL] Right. Right.
[CUSTOMER][POSITIVE] And then I had my next payment was 150 bucks and that number was 7028 the policy number so that policy number was totally.
[CUSTOMER][NEUTRAL] Out of
[CUSTOMER][NEUTRAL] Out of this queue, so from, let me see one thing, um, so from one.
[CUSTOMER][NEUTRAL] 103.
[CUSTOMER][NEUTRAL] Oh sure kinda16 point.
[CUSTOMER][NEUTRAL] OK plus.
[CUSTOMER][NEUTRAL] 22 2123.
[AGENT][NEUTRAL] Yeah, I'm, I'm looking at your policy and your policy is uh 1180 day maximum disability period.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 0, 180 day this, oh, let me write this down.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, it was 6 months?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so if June.
[CUSTOMER][NEUTRAL] If I didn't get my first payment until.
[CUSTOMER][NEUTRAL] Uh, July.
[CUSTOMER][NEUTRAL] August September October, November, December.
[CUSTOMER][NEUTRAL] January, mm.
[CUSTOMER][NEUTRAL] 180 day policy. Wow.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And that's the disability benefit for for this for this claim.
[CUSTOMER][NEUTRAL] OK, for that claim.
[CUSTOMER][NEUTRAL] U T B A.
[CUSTOMER][NEUTRAL] OK, so if we were to go back then I never got, well, my first claim well excuse me, the claim for.
[CUSTOMER][NEUTRAL] 327.
[CUSTOMER][NEUTRAL] The OK, what was the claim for 03-2724?
[AGENT][NEUTRAL] Let's take a look.
[CUSTOMER][NEUTRAL] Was that for, ma'am?
[AGENT][NEUTRAL] Is that the, the service date [PII]?
[CUSTOMER][NEUTRAL] Well, that's the day that I, the date completed. I actually filed, y'all received it on [PII].
[CUSTOMER][NEUTRAL] Whoa, OK, I had.
[AGENT][NEUTRAL] 321. Yeah.
[CUSTOMER][NEUTRAL] Yeah, but I, it, it shows right here the claim of 339-885-0, that's when I claimed for my first when I was in the trucking accident and I never received anything so the first payment.
[CUSTOMER][NEUTRAL] For that was in 1233 months later.
[CUSTOMER][NEUTRAL] So did that have a 3 month, um, uh, excuse me, 36 month claim date, 180 day claim date?
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] Or did it max out or what?
[AGENT][NEUTRAL] It did. And I'll tell you what, Mr. [PII], if you don't mind, let me get you to our disability department and they can go over those past benefits and payments for you. Would that be OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK. Yes, ma'am.
[AGENT][NEUTRAL] All right, thank you, sir. If you'll hold one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][NEUTRAL] 10
[CUSTOMER][NEUTRAL] Sing.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking how may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you doing?
[CUSTOMER][POSITIVE] Hey [PII], I'm good and you?
[AGENT][POSITIVE] Happy Friday in 3 wee[PII].
[CUSTOMER][POSITIVE] Happy Friday, thank [PII]. I know, you know, I keep forgetting about the Monday is a holiday. I'm like, [PII], please, I need that holiday.
[AGENT][NEUTRAL] Three-day weekend.
[AGENT][POSITIVE] I know. I was, girl, I was so excited about it and then nobody was mention it, and I'm like, oh, please tell me we do have it, you know, I'm like, thank you, [PII].
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][POSITIVE] Yes, yes, you can't wait. I can't wait. Thank you for reminding me.
[AGENT][POSITIVE] See, I just made your day.
[CUSTOMER][NEUTRAL] Oh, you sure did, you sure did.
[AGENT][NEUTRAL] Listen, I've got policy number 123.
[AGENT][NEUTRAL] 7027, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we were talking about that his benefit period has been met and the maximum disability benefit period, and he is stating that he thinks there's some uh dates that he has not been paid for. He's going back all the way to the beginning of his claims.
[CUSTOMER][NEUTRAL] OK, well you can go ahead and just transfer him you verify.
[AGENT][NEUTRAL] I verified all of this information and the callback number is the [PII] also added his email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you [PII], go ahead and send him over.
[AGENT][POSITIVE] All right. Thank you, [PII]. Have a great weekend. You too, sweetie. Thank you. One moment.
[CUSTOMER][POSITIVE] You have a great weekend, OK? All right, bye bye. All right. Uh-huh.
[AGENT][POSITIVE] Alright, Mr. [PII], I have [PII] on the line. She's reviewing those claims for you and we'll help you further. Hope you have a great weekend.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. Thank you for uh thank you for calling ATL today Mr. [PII]. I understand your name, date of birth, address and email has been verified and uh you're calling because you're saying you believe you were not paid for all of the claims you should have been paid for. Um, yeah, now that it's been brought to my attention, my, um, she said I had a 180 day claim, um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, existence is the policy 180 day claim policy. OK, so I, I was in an accident in oh.
[CUSTOMER][NEUTRAL] In July, uh, excuse me, [PII].
[CUSTOMER][NEUTRAL] Mhm, and so that was my claim, uh, it was a truck accident where I was in uh.
[CUSTOMER][NEUTRAL] Uh, in my truck and someone hit me, but my shoulder and my, my left arm was injured and so I filed a claim with that.