AccountId: 011433970860
ContactId: a72b574c-37a6-4340-8842-2adb38805da1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 723979 ms
Total Talk Time (AGENT): 407774 ms
Total Talk Time (CUSTOMER): 336419 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/a72b574c-37a6-4340-8842-2adb38805da1_20250425T14:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Yes, uh, Ms. [PII], uh, this is, uh, uh, [PII].
[CUSTOMER][NEUTRAL] And uh I was calling, uh,
[CUSTOMER][NEUTRAL] About uh the disability pay that I received.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And, and, uh, said it was overpaid cause like the 27 like that, but then I could I gonna call anyway. Um, how, how does that work? I can't remember how it works about like how much percentage do you get of your pay each week?
[AGENT][NEUTRAL] OK. Let me have your policy number first if you got it.
[CUSTOMER][POSITIVE] Yes, I got it right here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me, uh, I gotta get down to work. I left my glasses in there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see, make sure. OK, 0.
[CUSTOMER][NEUTRAL] 2222 I think it's right, 388.
[AGENT][NEUTRAL] All right. And just before we start, just verify your date of birth and your mailing address for me for verification.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] All right. Now, what you gave me was your medical, uh, policy. I, I can, I can look up your, uh, disability policy because that's the number you're calling on, your disability, correct?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK, let me pull up your disability policy number. You gave me your medical plan.
[AGENT][NEUTRAL] OK. Disability policy number is 389. OK, let me bring that up.
[AGENT][NEUTRAL] 022223891. And what's your email address on file?
[CUSTOMER][NEGATIVE] I don't have it. I don't have nothing.
[AGENT][POSITIVE] OK, no email. That's correct. Thank you. OK.
[CUSTOMER][NEUTRAL] Uh uh.
[AGENT][NEUTRAL] Yes, ma'am. I sent you that letter that you should have received about your overpayment because, uh, it came to our attention. I think I did call your job and they did say you returned to work on the [PII] and we, uh-huh, and we paid you based on what the doctor had on your paperwork, we paid you all the way to the [PII]. So that means that there was an overpayment on your claim, but your policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] It's a group policy and this particular group only benefit no matter how much money you make, only going to pay $650 per month with a 3 month term limit. That is what your policy covers and this is what your group signed up for $650 per month with a 3 month term limit. And if you're not out the whole month, it comes out to be $2167 per day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's how we came up with the amount that you owe, that your overpayment is.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Let's see. I, I got it all figure up here. Yeah, I was off like 11 weeks.
[AGENT][NEUTRAL] But you know you have a seven day elimination period, meaning the first seven days, there's no benefits. And so you was disabled started [PII] I mean [PII]. So from [PII] was your seven day elimination period and we paid you from 129.
[AGENT][NEUTRAL] Of 30, [PII] until [PII] cause the doctor had you going back to work on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] 789 [PII] OK they had been 14 days it was uh overpaid.
[AGENT][NEUTRAL] Well, you got the [PII], huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, well, I'm over [PII] then, with 12 in put it 12 in, but see you don't count the weekends I don't want the weekends.
[AGENT][POSITIVE] Uh, no, but we paid you for the weekend. On this policy, we pay for every day that you're off, even the weekends. So we paid you, yeah, from 47 to 427, you got paid.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] That's 17 days in.
[AGENT][NEUTRAL] Yes, ma'am. Let, let me see. I got it on my paperwork. I can tell you, and it should have been on that letter I sent you, but let me find your name for the overpayment. Here it is. Yeah, you've overpaid 21 days.
[CUSTOMER][NEUTRAL] 18 days.
[AGENT][NEUTRAL] $455.01 that you owe us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK. Well, I won't, I said, I won't be able to pay uh all at one time. I mean, there's no way.
[AGENT][NEUTRAL] That's fine. I mean, you can just, you can do it. You send it in and uh they, they'll get that information just, you know, send, uh, when you send it, just have your policy number on there, a note saying this is part of your overpayment and.
[AGENT][NEUTRAL] And, and, uh, just put your claim number on there that it was paid on which is claim number 3584074 and when you pay it, put, you know, put your correspondence to attention [PII].
[CUSTOMER][NEUTRAL] me your hand.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh this and see, let me, I'm trying to do too much at one time.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Now, uh, I go here. Now, what was her name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that claim number that you can reference is claim number 3584074.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, uh, let me put claim.
[AGENT][NEUTRAL] But you make the, but you make the, you make your payment out to um APL or American Public Life, but you just attention dele your hand with your correspondent about your repayment, OK?
[CUSTOMER][NEUTRAL] You said, you said APL?
[AGENT][NEUTRAL] Uh, APL, that's the name of our company.
[CUSTOMER][NEUTRAL] APL.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then I uh da da da.
[CUSTOMER][NEUTRAL] Is a PO box?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 21704? OK.
[AGENT][NEUTRAL] No, ma'am. I, uh, our mailing address and it should be on the letter, it's [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] OK, hold on just a second.
[CUSTOMER][NEUTRAL] Hold on a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's [PII], [PII].
[CUSTOMER][NEUTRAL] Could you spell that cause I ain't.
[AGENT][NEUTRAL] Uh-huh. OK, it's OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] That's [PII], then separate words city.
[AGENT][NEUTRAL] [PII] and then the state abbreviation is OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the zip is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's right. And I now remember, and I, that's all right. Sometimes I get it confused too. I remember you, his wife, because she told me that your employer told me Mr. [PII], it's kind of hard to hear. Yeah, that's what she said and she said you would speak for him because he's hard to hear. Yeah, OK.
[CUSTOMER][NEUTRAL] I know how to spell [PII].
[CUSTOMER][NEUTRAL] Yes, yeah.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yes, he bless his heart.
[AGENT][NEUTRAL] Yeah, OK. And he's.
[CUSTOMER][NEGATIVE] Yeah, we've been married 37. We've been married 37 years. He's got a twin too, and he don't hear good. Yeah, he don't hear as good as he does. Yeah, his mama, uh, yeah, when his uh their mama was carrying them, she had a German measles.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh, you do.
[AGENT][NEUTRAL] Oh, both of them?
[AGENT][NEUTRAL] Oh, both of them?
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] And it definitely, of course, I said when we, I, I say, I'll, I'll talk to you real quick cause I know you're a busy woman. But we started going, when we started going together, he goes, kind of go at me. I said what? And he pointed at it. And I said, talk to me, he said, [PII], and he could say cuss words, really bad on that. I don't have. But anyway, and I told him I said I, I wound up pregnant, that's a shame on me, but anyway.
[AGENT][POSITIVE] That's all right.
[CUSTOMER][NEUTRAL] Uh, he, uh, I told him, I said, yes, we're gonna [PII]. I said, you're gonna talk to me. I said, you know, I'm gonna take time, you're gonna talk. And he kind of said, OK. And I started like with salt, pepper, and went on from there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] And he picked up, I mean, and his, uh his school teacher, I used to work at uh Pizza a long time, long time ago, and she come in there and she said, I am so proud of you. And I said why? She said, you have uh taught uh [PII] more than his parents did said he couldn't, he couldn't talk, you know. And, uh, and this is what she said, and she said, the bad thing about all this is his parents didn't know that they were deaf until they was in 2nd grade.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, but you know, and then when they probably did find out, they probably colored them, you know how you want to protect your child, so they probably was the type of parent that did everything for them and, you know, tried to protect them and, and that sometimes that, yeah, that sometimes hinder a child if you, if you do that, but you know, that's the way it be sometimes.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh yes, she.
[CUSTOMER][NEUTRAL] Well, well, well, I know, I know, I know his twin got married first and cause she was, uh, his momma was having a fit because see they was taking their check and cause her daddy was an alcoholic and take their check and pay all the bills and stuff with, you know. And when he left, cause he, he, he snuck off and got married cause he's [PII] old.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] But he did anyway and then of course, when me and [PII] was gonna get married cause I was pregnant and she come down to Pizza Hut and said, [PII] don't have to marry you, that's why I don't have to marry him. I said, my mom and uh, I said, my mama said that she watched that he or she, I said, but I said I couldn't, you know, get here and run the roads. I said, but while I was working, she would. And I said, ain't no big problem, I said, but he will, he will help.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And of course, you wait on me when I, I, so I I told my boss cause I had everything done I went to their house and I talked to him. I said, you love me? He said, Yeah. I said, you'll marry me? He said, yeah. I said, your momma tell you not to marry me? He said, yes. So I went and I asked her, I said, I said, what did you do that for? I said, he's a grown man, you know. But it all boiled down cause she's losing, you know, his paycheck, you know, and uh
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, OK. Yeah.
[CUSTOMER][NEUTRAL] I mean bless her heart when she's passed on, but right's right, wrong is wrong.
[AGENT][NEUTRAL] Yeah, and also, uh, I see on his uh policy you might want to check with him to have him check cause they got his policy terminated, so he might need to go back and make sure that they start, you know, if he still want both of his policy that he needs to get with the job and make sure they start taking his premium back out for his policy because his medical plan and his uh disability plan, both of them has terminated, so you might want to check on that.
[CUSTOMER][NEUTRAL] That, that
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I will.
[AGENT][NEUTRAL] Yeah. OK. OK. OK.
[CUSTOMER][NEGATIVE] Yeah. All right, sweetheart. I'll, uh, uh, try to explain to him about this. He's kind of pissed, you know, as well, you know, I can't help that.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I know, but yeah, but that's the way, yeah, he's, we, we, we did it in good faith cause the doctor had him out to the [PII], so we paid him up to [PII], not knowing that he was gonna return back to work early. Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] Well, he, he could have been off that time. I told him, but he said, I wanna go back to work, you know, he's getting bored. I'm gonna work. So I said, well, OK, you're, you know, do what you wanna do, and you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, yeah.
[CUSTOMER][POSITIVE] So, OK, yeah, I'll call them and talk to them about that too, get that going, make sure it's going because I do want my, I do wanna make sure he he had it, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. All right, Ms. [PII]. Well, you have a great day and thank you for calling American Public Life. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Uh-huh. Thank you, sweetheart.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye