AccountId: 011433970860
ContactId: bcdd6486-e028-4813-bdb2-37e19d2e6db0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 865330 ms
Total Talk Time (AGENT): 264672 ms
Total Talk Time (CUSTOMER): 367236 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/bcdd6486-e028-4813-bdb2-37e19d2e6db0_20250124T17:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life this is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Hi, my name is [PII].
[AGENT][NEUTRAL] Hi [PII], how can I help you?
[CUSTOMER][NEUTRAL] Uh, let me ask you a question about, uh, well, can you bring up my policy? I got a number here.
[AGENT][POSITIVE] Oh absolutely policy number?
[CUSTOMER][NEUTRAL] 02310693
[AGENT][POSITIVE] Perfect and real quick, [PII], before we get started we're having phone issues. Can I get a callback number in case I lose you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Perfect. And your date of birth?
[CUSTOMER][NEUTRAL] [PII] address is [PII].
[AGENT][NEUTRAL] Oh, been through this before. OK, and how can I help you?
[CUSTOMER][NEUTRAL] Um, recently I saw my doctor and I think my benefits and, uh, probably mid February, so I saw the doctor and he's gonna be keeping me out till possibly the end of March, and, uh, we, we handed them pages 6 and 7, which I think is the physician forms, and that was Monday they said they would have them filled out and sent in so I'm wondering if they updated my forms.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, give me one second, let me take a look real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let me go over here, take a look.
[AGENT][NEUTRAL] Yes, they have been updated.
[CUSTOMER][POSITIVE] Fantastic. What is the date they put on there? I was hoping they put [PII].
[AGENT][NEUTRAL] They put [PII].
[CUSTOMER][NEUTRAL] [PII], uh, OK, well that will at least cover me for February when I turn my documents, uh, I guess the end of January to get, uh, let me ask you, uh, one more question, Misty is it's about the payments that we'll receive and seems like they were taking my premium out last year and I've received.
[CUSTOMER][NEUTRAL] A payment I guess for December that was a full $4000 and she said it was prorated we received another one for $4000. Uh, why is the premium not being taken out?
[AGENT][POSITIVE] That is a good question. Let me see.
[CUSTOMER][NEUTRAL] Yeah, I don't wanna lose my insurance.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] See if there is anything in the notes.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] It right now I'm seeing that there's a a waiver like it's being waived right now. I'm I don't know other than that that's something I I would have to transfer you over to billing to see.
[AGENT][POSITIVE] Because right now it just showed that it's being saved.
[CUSTOMER][POSITIVE] Yeah, we wanna
[CUSTOMER][NEUTRAL] Why would they put a waiver on there do you think?
[AGENT][NEUTRAL] I have no idea.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Move me over to billing and let me make sure that we're not gonna lose our benefits from not making a premium payment.
[AGENT][NEUTRAL] Of course, give me 1 2nd.
[CUSTOMER][NEUTRAL] You transfer
[AGENT][NEUTRAL] Yes, I have to find someone. Give me one second.
[CUSTOMER][POSITIVE] OK, I wanna make sure that I ask you to have a good weekend.
[AGENT][NEUTRAL] Oh, you too.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Let me see, OK, I'm gonna place you on hold one second.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is Misty in claims. I have a gentleman online that's a it's a disability claim and the premium is being waived and he doesn't know why it's being waived neither do I, so I was wanting to know if you do maybe?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] I could possibly.
[CUSTOMER][NEUTRAL] Let's see real quick.
[CUSTOMER][NEUTRAL] What, oh sorry.
[CUSTOMER][NEUTRAL] Do you have that policy number?
[AGENT][NEUTRAL] Yeah, do it's 2, what, wait, where am I? I'm in [PII]. OK, 231. I didn't know where I was there for a minute.
[AGENT][NEUTRAL] 0693 or what day it was it was like an out of body experience right there for a moment.
[CUSTOMER][NEUTRAL] If I've applied it, it's because I got a a report to do it. Let me check. Let's see [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh microphone.
[CUSTOMER][NEUTRAL] That's not it.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I'm sitting here trying to find the report and.
[CUSTOMER][NEUTRAL] Because I've done it on different occasions, so he's gotta be on here somewhere, right?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEGATIVE] Yeah, he's like, I'm scared I'm gonna lose my policy and I don't want you.
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEUTRAL] And I was like, well, let me find out what's going on.
[CUSTOMER][NEUTRAL] Especially if it was, you know, um my mistake, he definitely wouldn't lose anything. I'm just trying to find the report where he's on there.
[CUSTOMER][NEUTRAL] And it says I did it on the [PII], but I also did it on [PII].
[CUSTOMER][NEGATIVE] If I made a mistake, I can't imagine I would have done the same thing twice and then there's 3 claims payments.
[CUSTOMER][NEUTRAL] I'm just trying to figure out.
[AGENT][NEUTRAL] Yeah, that's what prompted him because he goes, I got the full 4000 instead of y'all taking the premium out and I was like, uh.
[CUSTOMER][NEUTRAL] OK, here it is, here's one.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Claim was paid on the [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's on the waive waiver report so.
[CUSTOMER][NEUTRAL] It's saying it was paid with to pay it through the [PII].
[CUSTOMER][NEUTRAL] So that was the most recent one, so I'm getting a report telling me to do so.
[AGENT][NEUTRAL] OK, you don't know why it's being waived?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I apologize. I don't, my assumption is that he's, uh, you know what, I, I don't even wanna make an assumption. I don't know. Um.
[AGENT][NEUTRAL] He over
[CUSTOMER][NEGATIVE] I, I don't know why I get this. I just know that I'm supposed to post it when I receive it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know more about that claims process than I do, and I apologize, but I do have him on the [PII] report and then I get it the following morning, so that's why it's posted on the [PII].
[AGENT][POSITIVE] No, you're good um
[AGENT][NEUTRAL] OK, so he's being waived up to February?
[CUSTOMER][NEUTRAL] Currently is uh to [PII], yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, I'll just tell him that nobody here knows why he's being waived. I, I don't even know why he's being waived. Do you know who would know?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Do you know why anyone's waived like at all like what the reason is for waivers?
[AGENT][NEUTRAL] No, no, I don't work in the disability. Maybe I'll see if I can find someone to.
[CUSTOMER][NEUTRAL] It's some, yeah, so the disability part of claims could definitely help you because they would know, but it's something to do with the claim that uh.
[CUSTOMER][NEGATIVE] I don't know. I don't want to speak out of turn because I don't, I don't wanna say something that's wrong.
[AGENT][POSITIVE] No, no, you're good you're good. I appreciate it.
[CUSTOMER][NEUTRAL] Yeah, someone in in disability, but it's definitely on my report.
[AGENT][POSITIVE] OK all right love I appreciate it.
[CUSTOMER][NEUTRAL] Sorry, I wasn't more help.
[AGENT][POSITIVE] No, you're good you're good. Hold on one, I mean, no, no problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll hang up.
[AGENT][NEUTRAL] OK, bye.
[CUSTOMER][NEUTRAL] Goodbye.
[AGENT][NEUTRAL] OK, thank you so much for holding. I did call [PII]. uh, she says that you're on the waive report until [PII], but she doesn't know why, so give me one second. I'm gonna try one more person that way I could tell you why. OK, give me one second. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. With whom am I speaking to? How may I help you?
[AGENT][POSITIVE] Hey [PII], it's me, [PII], your favorite person in the whole wide world. I'm just kidding, I'm good. I have a question for you. I have, uh, [PII] on the line. Uh, let me give you his policy number.
[CUSTOMER][NEUTRAL] Hey [PII] how are you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 231-069-3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I was able to help him with this one question, but he has a question that he's being his premiums are being waived right now. I called [PII] they have no idea why and he wants to know what.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Oh, is this disability? Let me, let me look at it. Oh [PII], I got a headache. See, give me, give me one second.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Girl, I.
[AGENT][POSITIVE] No problem, take your time.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Cause I don't know, and it's been wait till [PII], so.
[CUSTOMER][NEUTRAL] Right, cause it's a disability policy and his, his policy has that, which is in the policy certificate and he qualified for it for the disability, so that's why, and it's only gonna be waived up until the point that you just said.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Until [PII], OK, because he said the premium were coming out of his payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And now he's getting the full 4000, so he was confused.
[CUSTOMER][NEUTRAL] Because he's now eligible for premium waiver and that information I uh that's all uh you know I would have to pull the policy certificate and just read basically what it says he just qualifies for it. It's, it's, uh, a benefit of his policy and he has qualified for it until this disability ends.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, OK, alright, sounds good I'll just, I'll.
[CUSTOMER][NEUTRAL] Yeah, well, until February looked like Bitsy put it on here for February the [PII] qualified for it up until [PII], exactly, mhm, yeah, alright.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, yeah, and he's been updated until [PII] now, so I.
[CUSTOMER][NEUTRAL] OK, so he'll have to submit if it, if the doctor changes return to work date, which is if it's been extended to [PII], the doctor has to fill out the paperwork again and put [PII] on there as the new return to work date and then they'll reevaluate everything again, the waiver and everything, OK? Alright, OK, you're welcome, [PII] have a good one bye bye.
[AGENT][POSITIVE] OK, OK, perfect, I appreciate it thank you love uh you too uh huh bye bye.
[CUSTOMER][NEUTRAL] Baseline
[AGENT][NEUTRAL] OK, Mr. [PII], I apologize for that. Um, I did talk to Disability. They said that in your policy there is a, uh, benefit of waiver of premium if you, uh, become disabled due to a covered injury or sickness that's eligible, uh, under the disability plan.
[AGENT][NEUTRAL] So after 90 continuous days of, uh, disability, all of a sudden, uh, you'll get your premiums waived. And right now it's set up to be waived until [PII], but since your doctor sent in it, um, I'm, I'm assuming it'll be also waived uh for February into [PII].
[CUSTOMER][POSITIVE] Man, that's fantastic.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, what good insurance. Uh, one question. The check we received on the [PII] or the [PII], the total 4000, is that's for the month of January, right?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] The one that you just received?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, for January, mhm.
[CUSTOMER][POSITIVE] OK all right well thank you so much and uh glad for all the information you've been very helpful.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] No problem at all. Is there anything else I can help you with while I have you on the phone?
[CUSTOMER][NEUTRAL] Well, we live down in [PII] and we got 6 inches of snow. You know anybody that can shovel my driveway?
[AGENT][NEUTRAL] Uh, I live in [PII] and I got snow and we're still, we're, yeah, we, we didn't, we don't even know what to do.
[CUSTOMER][NEUTRAL] Damn.
[CUSTOMER][NEUTRAL] Oh, that's crazy. All right, Misty. Well, thank you for all the, yeah, I think it's, you know, I heard him say on the news this morning after 3 days Trump solved global warming.
[AGENT][NEUTRAL] That is crazy.
[CUSTOMER][NEUTRAL] That is, yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright, well you have a fantastic weekend and thank you so much for your help today.
[AGENT][POSITIVE] No problem at all. You have a great rest of your day. Thank you for calling APL uh huh bye bye.
[CUSTOMER][POSITIVE] Thanks a lot bye.