AccountId: 011433970860
ContactId: b26533e1-9a14-4e64-ab0d-9fb5156db07e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318510 ms
Total Talk Time (AGENT): 123183 ms
Total Talk Time (CUSTOMER): 127627 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/b26533e1-9a14-4e64-ab0d-9fb5156db07e_20250407T13:50_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, I didn't catch your name.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And so he [PII], how are you this morning?
[AGENT][POSITIVE] I'm good thank you how about you?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I'm just fine, so I was needing to, excuse me, I'm calling my apologies.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was needing to speak to a young lady I spoke to last week. Her name was [PII]. She's an adjuster for you, and I was just calling to make sure she got my fax. She had emailed me a form that I got back to her the same day.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right. I can try to get her on the line. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. My telephone number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] OK, 259-639-6.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, and for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My mailing address is
[CUSTOMER][NEUTRAL] [PII]. The zip code is [PII] and what was the other information you needed?
[AGENT][NEUTRAL] The email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. All right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so we did receive a uh-huh, go ahead.
[CUSTOMER][NEUTRAL] I was just check
[CUSTOMER][NEUTRAL] It it was a release form that she had emailed to me and I just want to make sure you got it.
[AGENT][NEUTRAL] OK, we did receive something on the [PII]. Um, let me see if there's something I can see. If I cannot see it, then I can get Ms. [PII] on the line, but let me see what I can do for you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh
[AGENT][NEUTRAL] OK, I'm waiting on the document to upload.
[AGENT][NEUTRAL] OK, it is the authorization um to request information. OK, so yeah, I do see here, yeah, it was received on the [PII], OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And so can I ask you a question because I'm not quite understanding what benefits on the card is saying. I called in this morning because I was told.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Um, I was given this insurance premium payment, um, notification meaning, um, I would have to make my own premium payments, so I called in to make the premium payments for my life insurance and my short term disability and they told me I couldn't do it because I'm on FMLA and considered an inactive employee.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] How is that possible?
[CUSTOMER][NEGATIVE] Cause the paperwork I'm looking at that the corporate office sent me does not match with what was told to me this morning.
[AGENT][NEUTRAL] Um, Mr. [PII], yeah, we don't know the rules or regulations for benefits and a card, so we don't know how they work because, um, yeah, it's a different company, so the best thing is to call again and probably ask for a supervisor and so they can explain to you how the company works or if you can get somebody else maybe they can explain that to you better, you know, unfortunately we don't have the you know we don't have the information from benefits in the card or how they work.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's a different company.
[CUSTOMER][NEUTRAL] That's, that's, uh, well, the, the payment I'm making would be to short term disability.
[CUSTOMER][NEGATIVE] And that's why I'm like, well, I told the lady, ma'am, this is not making sense to me when I got informed it says my payment notification that I'm responsible.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, well, so I so I appreciate that. um, when do I need to call back and check on the status of this, give it another week or so?
[AGENT][NEUTRAL] Um, yes, about, uh, it usually takes, uh, it could take up to 1414 business days, working days. Um, it really depends if we need to, to get like, um, any type of document, any type of medical records, we'll let you know, we still gonna go ahead and process and let you know that we asked for medical records. So if we're doing anything with the claim, you'll be notified about it, OK?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, so thank you. So you have a fantastic day.
[AGENT][NEUTRAL] You as well, is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[CUSTOMER][NEUTRAL] That'll be all. OK, bye bye.
[AGENT][POSITIVE] All right. You're welcome. Have a good day. Bye-bye.