AccountId: 011433970860
ContactId: c0d07ba5-1a1b-43ee-87f7-6c1da9addffb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408519 ms
Total Talk Time (AGENT): 200954 ms
Total Talk Time (CUSTOMER): 180104 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/c0d07ba5-1a1b-43ee-87f7-6c1da9addffb_20250415T18:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. My name is [PII], and I was calling to ask you uh a couple of questions about um my short-term disability.
[AGENT][NEUTRAL] OK, Mr. [PII], you have some questions on your short-term disability. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, sir. I can try and help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Uh, can I give you my social? I, I'd have to look that policy number up.
[AGENT][POSITIVE] Sure. Yes, sir, you can.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. One moment please while I look up your information.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, Mr. [PII], any information that I do provide would be a verification of benefits and not a guarantee of payment. And as you know, we'll need to verify several things with you first for security. So first off, if you will please verify your date of birth.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you does match the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, thank you. And lastly your email address.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you very much for verifying that. So how can I help you today?
[CUSTOMER][NEUTRAL] OK, I was just wondering, um, I think where they, they had sent me a payment of, um, I think it was 26, and it, it, it's usually, um, 3. I was, I was just wondering what um what was.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, the reason for that, and then, um.
[CUSTOMER][NEUTRAL] I don't know if it's some it it sent out what what was going on.
[AGENT][NEUTRAL] OK, so it's showing the most recent claim process, the payment was $2400 is that correct?
[CUSTOMER][NEUTRAL] 0, 24, yes, ma'am. Yes ma'am.
[AGENT][NEUTRAL] Yes, sir, because it shows this is paid from 41 to 424.
[AGENT][NEUTRAL] And the remark on this claim states, let me pull that remark up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This payment completes your claim for, yes sir, it states this pay yeah, let me start over one more time, Mr. [PII]. this payment.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][POSITIVE] OK, that's all good.
[AGENT][NEUTRAL] Complete your claim for this occurrence. Benefits have been paid to the date you were released to return to work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] It's, it's uh
[CUSTOMER][NEGATIVE] So what are they saying? I mean, I don't really understand cause I still get my surgery. Is it, are they saying that um
[CUSTOMER][NEUTRAL] That I've been on it almost a year, so I mean, is that what's going on? It's, it's um uh it's only my payments are only good for a year, is that what they're saying?
[AGENT][NEUTRAL] Let me pull your policy information to see.
[AGENT][NEUTRAL] What the maximum.
[CUSTOMER][NEUTRAL] OK, cause I don't know. One time the doctor.
[CUSTOMER][NEGATIVE] Yeah, the doctor put on there one time that uh I was able to go back to work and so I, I, I didn't get payments anymore. And then, but then he said, no, that was a mistake on his end and, and uh cause I still had to get surgery and stuff, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was just wondering if that was the situation, or, or since I've been on it close to a year or a year, uh, if, if my payments have just expired, I didn't know what's going, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's right. So let me pull this up. OK, so, it states in your policy information that the maximum disability period for injury and or sickness is one year.
[CUSTOMER][NEUTRAL] OK, that's what it is then, what it is. So, so, uh.
[CUSTOMER][NEUTRAL] Um, being paid from [PII] or whatever completes that year.
[CUSTOMER][NEUTRAL] That's probably what happened.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir. According to your policy.
[CUSTOMER][POSITIVE] Yeah, and y'all have been really good to me.
[AGENT][NEUTRAL] Oh, well, that's nice of you to say that, but yes, I.
[CUSTOMER][POSITIVE] Uh, yeah, I mean, even though I still haven't got my surgery, yeah, it's not y'all's fault. I haven't got my surgery yet, but I mean, uh, y'all did everything you're supposed to do and, and, um, and, and was very kind all the way through, so, um.
[AGENT][NEUTRAL] Well, thank you for saying that. Well, thank you for saying that, Mr. [PII]. And I can, let me, so this claim was just, it went through processing on last night, I believe. Let me go back and double check that one more time.
[CUSTOMER][POSITIVE] I did pretty nice.
[AGENT][NEUTRAL] Yes, so you will be able to see your explanation of benefit in your portal um in the online service center either later today or for sure you should be able to see it tomorrow it's just you usually will receive that notification.
[CUSTOMER][NEUTRAL] Yeah, I think well.
[AGENT][NEUTRAL] That the claim has been processed, but you may not be able to see the explanation of benefits yet because it does take a little bit longer, you know, to finish uploading all of that.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, cause yeah, cause
[CUSTOMER][NEGATIVE] Sometimes, yeah, it does like, uh, yeah, my payment hasn't even, yeah, like my payment, it has to, so sometimes it takes it uh later in the day or like in the next day or something, you know.
[AGENT][NEUTRAL] Right, so.
[AGENT][NEUTRAL] Yeah, because with it going through our nightly last night with direct deposit, it can take up to 2 to 3 business days, and that kind of depends upon your financial institution as well.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, so I'll have.
[CUSTOMER][POSITIVE] I'll have, yeah, OK, so I haven't bother you. I'm sorry about that.
[AGENT][NEUTRAL] Oh, you no bother at all.
[CUSTOMER][NEUTRAL] I put my portal, yes.
[AGENT][NEUTRAL] So is there anything else, Mr. [PII], I can help you with?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][POSITIVE] ma'am, um, you've been very patient. I appreciate you too and right there.
[AGENT][NEGATIVE] Oh, Mr. [PII], we have a, I don't, I don't know what happened, but all of a sudden we don't have a very good connection and I'm not.
[AGENT][NEUTRAL] I'm only getting bits and pieces of what you're saying.
[CUSTOMER][NEUTRAL] Oh, that's OK. I was.
[CUSTOMER][POSITIVE] Just telling you, have a good day and thank you.
[AGENT][POSITIVE] Oh, well, well, you're very welcome and thank you for calling APL. Uh, we've enjoyed working with you as well and it's always nice to speak to you and I hope that you have a nice afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Yes, sir, you