AccountId: 011433970860
ContactId: acfa04dd-9a57-4340-9d63-8a591acd7a34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 687780 ms
Total Talk Time (AGENT): 194533 ms
Total Talk Time (CUSTOMER): 319354 ms
Interruptions: 12
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/acfa04dd-9a57-4340-9d63-8a591acd7a34_20250128T19:35_UTC.wav
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[CUSTOMER][NEUTRAL] Make sure you say.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was wondering, my husband has been receiving disability, and I, I got the, the copy of the payment thing, the schedule that they always send me every month, and the disability forms to send in for next month. But I, I think we drew our last month this month. I don't know if he has any more coming, so I was just wanting to check to see if he did before I send any more paperwork in. Guarantee the discount codes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well, I can definitely take a look um at the claim and how long it's been um paid out and see if there's any more.
[CUSTOMER][NEUTRAL] OK, cause I just, yeah, I just can't remember. I don't know how to exactly how your dates work, you know.
[AGENT][NEUTRAL] OK. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, my name is [PII] and my number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And Mrs. [PII], may I have the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yeah, hold on just a minute. I, I'll get it. I didn't know you needed that. Hold on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's right over there cause I, I just got the paperwork this morning and I thought, well, I don't know exactly cause I know I, I, I, we send it in every month, but I wasn't, it didn't really say on this little breakdown. It just said,
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] That my premium been waived and please send in these other OK, policy number is 01498778.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] the.
[CUSTOMER][NEUTRAL] So I'm thinking we actually have drawn up for the 6 months, but I don't know if there's any dates left in on the explanation of benefits that don't really tell me.
[CUSTOMER][POSITIVE] We appreciate it.
[AGENT][NEUTRAL] OK, um, let me check it for you, but before that, let me go ahead and get you verified. Is Mr. [PII] available just to give me authorization to speak with you?
[CUSTOMER][NEUTRAL] Yeah, here, yeah, here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, Mr. [PII]. This is [PII], I'm with APL. How are you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] I'm tired.
[CUSTOMER][NEUTRAL] I spoke to my attendants here.
[AGENT][NEUTRAL] Alright, I just need you to verify your date of birth, your mailing address and email address.
[CUSTOMER][NEUTRAL] Alright, um, [PII].
[CUSTOMER][NEUTRAL] Uh, [PII]. And either one of two emails, it'll be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] It, it, oh, my computer just glitched. Hold on one second.
[CUSTOMER][NEUTRAL] Triple the transport, yeah, OK.
[AGENT][NEUTRAL] It's the um Triple D transport.
[AGENT][POSITIVE] Alright, and thank you so much for verifying and is it alright for me to speak with your wife on your behalf?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes ma'am, sure it is.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you. Mhm.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] OK, ma'am, thank you.
[AGENT][NEUTRAL] You're welcome. Um, if you like, I can send you all a copy of the authorization form so that we can put you on the file, so you'll be able to speak with us without going through the verification like that.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, yeah that'd be awesome yeah that would be awesome I appreciate that.
[AGENT][NEUTRAL] OK, and then hold on.
[CUSTOMER][NEUTRAL] Now does that stay on file forever or do we have to update it all the time?
[AGENT][NEUTRAL] Uh, what to speak with you?
[CUSTOMER][NEUTRAL] Yeah, the authorization thing or whatever.
[AGENT][NEUTRAL] Oh no, once it's on there, once it's on there, it stays unless he says to take it off.
[CUSTOMER][NEUTRAL] Well, well, I was thinking a couple of years ago, we did one of those forms, but I, I guess we didn't if it's, if it's not there. I was just thinking we did one of those a while, a long time ago, but if not, that's OK. It's no big deal to do another one.
[AGENT][NEUTRAL] OK, and it may
[CUSTOMER][NEUTRAL] No big deal at all.
[AGENT][NEUTRAL] It may be because I see this was has been effective since like [PII], but that was a different system, so I don't know if that has anything to do with it, but I'll definitely send you one out.
[CUSTOMER][NEUTRAL] Yeah, it's been a long time.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, that'd be fine. Thank you.
[AGENT][NEUTRAL] You're welcome and I'm just waiting for the um policy certificate to populate here so I can see the terms. Um, but while I'm waiting for it for it to come up, all the information provided is a verification of benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] And hold on one moment.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So this claim began [PII] or [PII]?
[CUSTOMER][NEUTRAL] I mean [PII].
[AGENT][NEUTRAL] OK, wait, hold on one second.
[CUSTOMER][NEUTRAL] He had one that, that year before because he had back surgery, but this time it, it was in [PII], I believe.
[AGENT][NEUTRAL] OK, so it's these. OK, hold on one moment, I'm just trying to see which group it was.
[CUSTOMER][NEUTRAL] Yeah, cause that's why I said I'm not, I wasn't for sure exactly when we started it or what date cause I know you have to send in all the, give them so many 2 weeks or something. I don't remember what it was.
[AGENT][NEUTRAL] Let me take a look. I'm just reading through the policy. Do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Oh no, no, that's fine, that's fine. Take your time.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, now what?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mrs. [PII].
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So, it looks like the max is 180 days, so 6 months. So you still have um February.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so do we
[CUSTOMER][NEUTRAL] OK, so we had a whole month or we just have a part of a month?
[CUSTOMER][NEUTRAL] It's not so.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Uh, I, the reason I'm asking is he's not scheduled to go back to the doctor until the end of February to see if he's able to go back to work. And um I just didn't know. I'm just trying to plan budgetly money-wise, you know what I'm saying? So that's what I was just trying to figure it out.
[AGENT][NEUTRAL] Let me see if January has been. So the last
[AGENT][NEUTRAL] Claim that was paid out, paid up until [PII]. So then, yes, so you still, so that was 5 months and then
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Right, right, right, right.
[CUSTOMER][NEUTRAL] You know.
[AGENT][NEUTRAL] [PII] would be February. So after February, you would have to either
[CUSTOMER][NEUTRAL] Not, right, right. Right, right. OK. OK. So then, OK, cause I had sent in a new paperwork uh last month that showed that he's scheduled to be off until [PII], I think it's the [PII]. So basically, all I need to send in for this month then is going to be the regular forms we always send in. I don't need nothing else from the doctor or nothing.
[AGENT][NEUTRAL] Well, that's the max, even if it was extended.
[AGENT][NEUTRAL] Right, because February is the last month that the that the policy can pay out on. So if that return to work date showed the [PII], it would just be, well, that's the full month.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right, that's a full month. OK, OK, I just wanna make sure. OK, so we should, we should be able to plan on the [PII] getting another full month, right? OK, OK. I was just double checking. OK, that's all I need to know. I appreciate it. Thank you very much.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] You're very welcome. You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, no, that form you're gonna fill out, do I just send that back like I do his, um, his paperwork? just download it or email it or what? Or how do I send that one back?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So, once you complete it, you will just um attach, reply to the email and attach it and send it over to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK. OK. OK. OK, that's awesome. I appreciate it. Thank you very much.
[AGENT][POSITIVE] You're very welcome. Well, thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye