AccountId: 011433970860
ContactId: bdbe29e2-821f-4f2d-b2dc-9a804fd89cfa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243899 ms
Total Talk Time (AGENT): 129031 ms
Total Talk Time (CUSTOMER): 72821 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/bdbe29e2-821f-4f2d-b2dc-9a804fd89cfa_20250124T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] 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?
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] I could possibly, let's see real quick.
[AGENT][NEUTRAL] What, oh sorry.
[AGENT][NEUTRAL] Do you have that policy number?
[CUSTOMER][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.
[CUSTOMER][NEUTRAL] 0693 or what day it was it was like an out of body experience right there for a moment.
[AGENT][NEUTRAL] If I've applied it, it's because I got a a report to do it. Let me check. Let's see [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, microphone.
[AGENT][NEUTRAL] Well that's not it.
[AGENT][NEUTRAL] Well.
[AGENT][NEUTRAL] I'm sitting here trying to find the report and.
[AGENT][NEUTRAL] Cause I've done it on different occasions, so he's gotta be on here somewhere, right?
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] Yeah, he's like, I'm scared I'm gonna lose my policy and I don't want you.
[AGENT][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] And I was like, well, let me find out what's going on.
[AGENT][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.
[AGENT][NEUTRAL] And it says I did it on the [PII], but I also did it on [PII].
[AGENT][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.
[AGENT][NEUTRAL] I'm just trying to figure out.
[CUSTOMER][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.
[AGENT][NEUTRAL] OK, here it is. Here's one.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mr. Vocal.
[AGENT][NEUTRAL] Claim was paid on the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it's on the waive waiver report, so.
[AGENT][NEUTRAL] It's saying it was paid with to pay it through the [PII], so that was the most recent one, so I'm getting a report telling me to do so.
[CUSTOMER][NEUTRAL] OK, you don't know why it's being waived?
[AGENT][NEUTRAL] I
[AGENT][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.
[CUSTOMER][NEUTRAL] He over
[AGENT][NEGATIVE] I, I don't know why I get this. I just know that I'm supposed to post it when I receive it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You know more about that claim process than I do, and I apologize.
[CUSTOMER][POSITIVE] No, you're good. Um
[AGENT][NEUTRAL] 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].
[CUSTOMER][NEUTRAL] OK, so he's being waived up to February?
[AGENT][NEUTRAL] Currently is uh to [PII], yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][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?
[AGENT][NEUTRAL] Why
[AGENT][NEUTRAL] I, uh
[AGENT][NEUTRAL] Do you know why anyone's waived, like, at all, like, what the reason is for waivers?
[CUSTOMER][NEUTRAL] No, no, I don't work in the disability. Maybe I'll see if I can find someone.
[AGENT][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.
[AGENT][NEGATIVE] I don't know. I don't wanna speak out of turn because I don't, I don't wanna say something that's wrong.
[CUSTOMER][POSITIVE] No, no, you're good you're good. I appreciate it.
[AGENT][NEUTRAL] Yeah, someone in in disability, but it's definitely on my report.
[CUSTOMER][POSITIVE] OK, all right love, I appreciate it.
[AGENT][NEUTRAL] Sorry, I wasn't more help.
[CUSTOMER][POSITIVE] No, you're good you're good. Hold on one, I mean, no, no problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'll hang up.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][NEUTRAL] Goodbye.