AccountId: 011433970860
ContactId: b4e3abcf-a169-4012-8fbd-1ed220bf6419
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375559 ms
Total Talk Time (AGENT): 171338 ms
Total Talk Time (CUSTOMER): 154040 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/b4e3abcf-a169-4012-8fbd-1ed220bf6419_20250116T13:29_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah this.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], hi, my name's [PII]. I think I spoke to you once before a couple times, um.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] How can I help you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Does that sound familiar, [PII]?
[AGENT][NEUTRAL] [PII] did? No, that doesn't sound familiar, but that's OK.
[CUSTOMER][NEUTRAL] OK, alright, well then.
[CUSTOMER][NEUTRAL] Alright, maybe a different person. Alright, so, um, I had something with you people and I canceled it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But they still took money out of me this week can we check that?
[AGENT][NEUTRAL] OK, so you had a policy, but you had canceled it and you said the premium was still deducted?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is that correct? OK, yes, sir. Well, I can take a look at that for you and first I'll need to verify some information with you for security, Mr. [PII], and then we can go from there.
[AGENT][NEUTRAL] So what is a good callback number for you first off?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and your policy number with APO?
[CUSTOMER][NEUTRAL] I can't find it. It's uh it was on my, um, can you look up my social?
[AGENT][NEUTRAL] Yes, sir, I can. Uh-huh.
[CUSTOMER][NEUTRAL] You ready?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so Mr. [PII], what I will need to do first off is to verify several things with you for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] You feel right time.
[AGENT][NEUTRAL] Also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number listed for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Mhm yep.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address and this does appear to be your work email.
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you so much. So give me a moment to look at a couple of things.
[AGENT][NEUTRAL] OK, so on this policy, this was something that you have through your or had through us with us rather through your employer.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you will actually need to contact your HR department, Mr. [PII].
[AGENT][NEUTRAL] regarding the
[CUSTOMER][NEUTRAL] So I called APO OK.
[AGENT][NEUTRAL] Uh-huh. Yes, sir. Uh, because they are the ones, because it was a group, it is a group billing level type policy, so you have to make that official request with them.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] With who?
[AGENT][NEUTRAL] Your company, your employer through the HR department.
[CUSTOMER][NEUTRAL] OK, what is
[CUSTOMER][NEUTRAL] Hold on a second, yeah, what is it? Yeah.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, sure.
[CUSTOMER][POSITIVE] Yeah, oh wow, how old is he? Oh yeah, yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Alright, I'll call HR so but let me say, I, I've been paying into this, right? And I filed a claim and I never heard a word, not an email, not a text message, not a phone call, so it.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Which policy did you file on, Mr. [PII]?
[CUSTOMER][NEUTRAL] My dis disability one.
[AGENT][NEUTRAL] OK, let me pull that one up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Wow, 14 never made a Super Bowl. Lions, Houston, Jaguars, and Brown.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]'s been around a while.
[AGENT][NEUTRAL] OK, so, uh, we have requested medical records, according to, that was the latest on that, and any information related to a claim, um Mr. [PII] would be a verification of benefits and not a guarantee of payment, but I can see that we have requested medical records in November.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, so
[AGENT][NEGATIVE] And as of now, that hasn't been received.
[CUSTOMER][NEGATIVE] So, so APL has done nothing for me. How do I get all that money back I paid you people because you've done nothing for me, nothing.
[AGENT][NEUTRAL] Now any questions we there wouldn't be any you would have to contact your HR regarding any type of premium or anything like that.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, what's that?
[CUSTOMER][NEUTRAL] OK, now isn't it?
[AGENT][NEUTRAL] That all has to be handled on the group level.
[CUSTOMER][NEUTRAL] Is there an adjuster attached to me?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A claim adjuster, a name or anything like that you don't have to give it to me, but can you, uh, I want you to give him a message.
[AGENT][NEUTRAL] No, sir.
[AGENT][NEUTRAL] No, sir. I mean, not really, no. There's not exactly, no, sir. Yes, sir.
[CUSTOMER][NEGATIVE] Uh, well, if you do find out who it is, tell him I said he's a coward.
[AGENT][NEUTRAL] So
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Alright you have a great day.
[AGENT][POSITIVE] OK. Well, Mr. [PII], thank you very much. Yes, sir.
[CUSTOMER][NEUTRAL] Bye. What?
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] And I hope you have a nice day as well. So we're still waiting on your medical records.
[CUSTOMER][POSITIVE] I hope you
[CUSTOMER][NEGATIVE] No, I don't want no can't I don't want anything to do with your company, it's horrible.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] I'm very sorry.
[CUSTOMER][POSITIVE] You know it and I know it yeah all right well you have a great day. Goodbye.
[AGENT][NEUTRAL] Um, that's
[AGENT][NEUTRAL] Yes