AccountId: 011433970860
ContactId: b2fdb14a-a546-4bc5-84fb-14ec40f37e0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 475059 ms
Total Talk Time (AGENT): 292936 ms
Total Talk Time (CUSTOMER): 185710 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/b2fdb14a-a546-4bc5-84fb-14ec40f37e0d_20250417T20:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. Um, I, I, I have a voicemail from someone named [PII].
[AGENT][NEUTRAL] OK. Uh, can you give me your name and the, did they leave a policy number that they wanted to?
[CUSTOMER][NEUTRAL] No, they, no they didn't. Um, my name is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Do you have a policy with American Public Life?
[CUSTOMER][NEUTRAL] I do have, but I don't have the number.
[AGENT][NEUTRAL] OK, we can look it up because I can see who might have called you. Give me a second.
[AGENT][NEUTRAL] Let me have your social security number and I'll pull you up.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Oh, [PII], OK, and let me see. What's your mailing address for verification?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Let me look it up. I see you got a disability policy, so I deal with the disability. I'm gonna bring that one up first, but I don't remember calling you, but I wanna make sure, let me see, 22.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Or I don't know, maybe you could help me out. It was just regarding um I had requested someone to, to call me back because there's been issues with my disability claim and I was trying to resolve them.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, so it's about the disability. OK, let's see, let's, let me see about your disability. How long? 02209.
[AGENT][NEUTRAL] 094661. OK, then 02209466 number 1.
[AGENT][NEUTRAL] OK, I have you up and I didn't this policy number I got here is a policy that lapsed. So let me go and see, do you have an active one with us. Give me one second.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Where
[CUSTOMER][NEUTRAL] The claim was when I had you guys as my policyholder.
[AGENT][NEUTRAL] OK, OK, so, uh, that, but still that one didn't have nothing on it. So let's see, 62258. What company you work for? What's your group? Who you work for?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I work for the sheriff's department and I think um it's called ERB.
[AGENT][NEUTRAL] Oh, yeah, yeah. OK, I got you. Let me, I see one right here, 255977.
[AGENT][NEUTRAL] Uh, it's probably was [PII]. She probably said her name was [PII], 255.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII]. OK, let me pull that one up. Give me one second. And I, if it's the [PII], I get, you know, get your information so she can call you back. OK. [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[CUSTOMER][NEUTRAL] Yeah, I didn't listen to the voicemail, I just read the voice message.
[AGENT][NEUTRAL] Uh-huh. 02.
[CUSTOMER][NEUTRAL] So that's probably what it was.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK, and this now, that was, that one went back in [PII] too. Now I don't see no claims, so let me keep looking.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, [PII], OK.
[CUSTOMER][NEUTRAL] It should have been in [PII].
[AGENT][NEUTRAL] Uh, here one right here.
[AGENT][NEUTRAL] OK, let me try this [PII].
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Uh.
[AGENT][NEUTRAL] Mm, mm, I'm not coming up with an active policy. What else you didn't listen to see what they, what they said on the message. What's your mailing address?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] So what she had, what I the message because I didn't listen to it. I just read the really quick. Um, I had asked [PII] from ERB to have someone from American Public Life contact me so she was just for the request of ERB.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You can choose the color and I designed to click on the arrow but you don't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. [PII]. OK. And you said your address is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] OK, let me, let me see what the notes say.
[AGENT][NEUTRAL] You know, TS.
[AGENT][NEUTRAL] OK, did you, I don't see where anybody call you on that one that, and it's for a disability claim, correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Uh, OK. And was, did we process the claim and pay you or you just trying to file a claim?
[CUSTOMER][NEUTRAL] So I filed the claim back in like, I believe it was like August, like June, it was around July, August. But the problem is that um I don't think you guys paid me out. I think um there was a misunderstanding because I also was pregnant. So I had my baby. I went out on an injury and then I was pregnant, so then.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I had a lapse of 6 weeks that I didn't obviously go see a doctor because I had a baby. And then I went and saw a chiropractor and he kept me off work on disability. So I know that.
[CUSTOMER][NEUTRAL] The insurance American Public Life was having issues getting um documentations and so ERB is kind of like the middle person, which I understand, but there was a lot of miss, a lot of back and forth. So I would contact Concentra who initially um took my case and they said, hey, we already mailed all the paperwork back to American public life, but an ERB saying, no, Public Life is saying they haven't received any paperwork.
[CUSTOMER][NEUTRAL] So I'm pretty much trying to cut out the minimum and figure out what's going on so I know what I need to request.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEGATIVE] To get this moving because it's about to be a year and I still haven't received anything.
[AGENT][NEUTRAL] OK, and I'm trying to find an active policy number showing what we paid you that so that's what I'm working on 97, so that's what I'm trying to see. So, uh, and it's a disability. That's all right. I'm still looking for.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh yes, sorry.
[CUSTOMER][NEUTRAL] Yes, you guys did pay me up to September.
[AGENT][NEUTRAL] OK, so that's why I'm trying to find one. OK. 02209466. Let's see this one.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK. Um, that one ain't got nothing on it. OK. So let me see, do I see another one? 025093.
[AGENT][NEUTRAL] 95. You don't have any uh explanation of benefit that you should have received showing OK, I found it I found it. OK, hold on one moment. Let me read the notes and I'm gonna get you, I'm gonna get the adjuster that needs to speak with you about this. Her name is.
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] [PII] and I'm gonna get your number and yeah, per request from [PII] I'll be calling insured and left a message. So with [PII] that left you the message. What's your phone number? And I'm gonna send [PII] I am to give you a call right back, [PII]. What is your phone number?
[CUSTOMER][NEUTRAL] Yes, so my, my number is [PII].
[AGENT][NEUTRAL] OK, give her a few minutes to call you back. I'm gonna IM her now and she'll give you a call back. Her name [PII]. If you call our [PII] number, which is [PII] and you get someone else tell them you need to speak to [PII]. but I'm gonna send her a message to have her call you back at [PII]. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, yes, that's correct. Yes. Thank you.
[AGENT][NEUTRAL] Oh, OK, I'm gonna have her call you now, OK, [PII]?
[CUSTOMER][POSITIVE] OK, thank OK, thank you.
[AGENT][POSITIVE] All right, anything else I can help you with, [PII]? All right, thank you. Bye.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] No, no, no, thank you so much I appreciate it have a great day bye bye.
[AGENT][NEUTRAL] You too. Bye-bye.