AccountId: 011433970860
ContactId: afacf34c-6472-4eb0-acc0-7bc3cbbfa3d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 612270 ms
Total Talk Time (AGENT): 193700 ms
Total Talk Time (CUSTOMER): 154684 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/afacf34c-6472-4eb0-acc0-7bc3cbbfa3d2_20250307T14:56_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] do.
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I'm calling um on behalf of my husband. Um his name is [PII].
[CUSTOMER][NEUTRAL] Do you need to speak to him or can I speak for him?
[AGENT][NEUTRAL] Yes, my
[AGENT][NEUTRAL] Uh, no, ma'am, if you're calling on behalf of your husband, I will have to speak to him first.
[CUSTOMER][NEUTRAL] OK. I'm gonna give you the phone. He could probably talk to you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, Mr. [PII], this is [PII] with APO. How are you today?
[CUSTOMER][POSITIVE] Yeah, pretty good.
[AGENT][NEUTRAL] Well, that's good. So, um, Ms. [PII] was calling on your behalf, and I explained to her that we would have to speak to you since it's your policy, you would have to give us verbal authorization for a one-time phone call to be able to speak to her regarding your policy. Um, so Mr. [PII], can you please verify your information with me first? And first off, I do need to get a good callback number for you all in case we were to be disconnected.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, my policy number.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] She's looking for it.
[AGENT][NEUTRAL] OK, that'll be fine.
[CUSTOMER][NEUTRAL] Policy number is one.
[CUSTOMER][NEUTRAL] It's 0157 015788711
[AGENT][POSITIVE] OK, Ms. [PII], thank you very much. Give me just a moment please to get your information pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And you can tell them in the mail and now because they've already gotten 6 months.
[AGENT][NEUTRAL] OK, so Mr. [PII], any information that I do provide for you all today would be a verification of benefits and not a guarantee of payment. If you could first please verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your zip code?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and lastly if you would please verify your email address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying all of your information. So, uh, if you would prefer for me to now speak to Miss [PII] again, this would be for this one phone call only.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Do you want to proceed with the call or would you like for me to speak to her?
[CUSTOMER][NEUTRAL] Uh, I'll let you speak to her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, Ms. [PII]. OK. So how can I help you today?
[CUSTOMER][NEUTRAL] OK, yeah, um, OK, so what we wanted to know is, uh, we got claim forms in the mail.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um we want to know how many more payments are left because I do believe we've all we've already received or he's already received 6 months' worth of payments.
[AGENT][NEUTRAL] OK, so give me just a moment to look at the most recently processed information.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Alright, let me look at some notes. Let's see.
[AGENT][NEUTRAL] OK. And so his disability started in September, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so we do pay for that.
[AGENT][NEUTRAL] September, October.
[AGENT][NEUTRAL] It's gonna take me just a moment. That's why I like to look at this information.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so yes, ma'am. There has been 6 months paid on it. Let me double check what the maximum is on his time period.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, I don't, I don't know what his work, you know what I mean, if he did short term, long term, what, I don't know, but I don't want him to be overpaid because he hasn't been working and I don't want to have to pay that back, you know what I mean? Because
[AGENT][NEUTRAL] Yes, ma'am, I do. Yes, ma'am.
[CUSTOMER][NEUTRAL] So I don't want to fill these out and then get a payment and.
[AGENT][NEUTRAL] Bear with me just a moment so I'm having to reopen one of my, my parts of my screen.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for your patience. I appreciate it.
[CUSTOMER][NEUTRAL] No, no, it's, it's fine.
[CUSTOMER][NEUTRAL] If you feel up to it, it's not I'll make breakfast.
[AGENT][NEUTRAL] OK, so yes, ma'am. This is 180 days on his maximum benefit, which is 6 months, and it does show that we have paid.
[AGENT][NEUTRAL] Benefits were paid in September.
[AGENT][NEUTRAL] October, November, December, January and February.
[CUSTOMER][NEUTRAL] OK. So he has one more.
[AGENT][NEUTRAL] Let's see, September, October, November, December, January and February. No, ma'am, this.
[CUSTOMER][NEUTRAL] October, November, December. Now this is it then, yeah, February was it. Yeah, that's what I thought. OK, all right, so I won't fill these out then or anything.
[AGENT][NEUTRAL] That would be, yes, ma'am. That is, yes.
[AGENT][NEUTRAL] Yes, ma'am. I was just trying to double check.
[CUSTOMER][NEUTRAL] Yeah, yeah, I, I figured February was the 6th month, but then when I got these forms, I'm thinking, well, maybe I'm wrong or maybe he got a, you know, maybe the, the longer term. So, OK, that's all I wanted to.
[AGENT][NEUTRAL] No, ma'am, this is a short term, ma'am, this is a short-term disability policy and
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It did pay for the entire month of February.
[CUSTOMER][POSITIVE] OK. All right. I just didn't want to fill them out and, you know, so, OK, thank you for your time. I do appreciate you.
[AGENT][POSITIVE] Yes, sir. Well, you, oh, you're certainly very welcome. So is there anything else that I can help you with today?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK, well thank you both for calling APL and I hope you have a very nice and safe weekend.
[CUSTOMER][POSITIVE] You too. Thanks. Bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.