AccountId: 011433970860
ContactId: c9f41eb4-f504-44b6-9923-4334dd7ce7ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 665239 ms
Total Talk Time (AGENT): 263772 ms
Total Talk Time (CUSTOMER): 134699 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/c9f41eb4-f504-44b6-9923-4334dd7ce7ad_20250123T22:48_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am, I just wanna check on the, on the claim, please.
[AGENT][POSITIVE] Oh, I'd love to help you with claim status today and do you mind if I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII], it's [PII].
[AGENT][POSITIVE] Perfect. And then what is a good policy number to look at for you, Miss [PII]?
[CUSTOMER][NEUTRAL] It is 02117201.
[AGENT][NEUTRAL] All right and would you be able to verify for me um the first name and last name of who you're calling on today?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect and the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Look into this for you.
[AGENT][NEUTRAL] All right, Ms. [PII], thank you for your patience. Would you be able to verify for me the mailing address on file?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Wonderful and then just the email and phone number please.
[CUSTOMER][NEUTRAL] [PII] email address [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I do see that um I believe we spoke yesterday that we were waiting on just that uh employer's information is that correct?
[CUSTOMER][NEUTRAL] Mm, they said that they completed it.
[AGENT][NEUTRAL] OK perfect so I do see that we received um today uh a a submission um but unfortunately it has not been processed yet it is in Q2 be processed though.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So you're saying the claim is in process in process to be processed?
[AGENT][NEUTRAL] Yeah it's in queue to be processed so that like individual document um I see that it's been received and it's been uploaded but it has not been yet examined by by one of the claims adjusters and so um but it is queued up to be examined.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] Yeah, it's my pleasure and then um.
[AGENT][POSITIVE] Hopefully I mean hopefully this part of the process won't take as long as like the the original claim because that's all they were waiting on and it'll be a little quicker for you um.
[AGENT][POSITIVE] I'd recommend if you want I mean you're, you can call us every day we're always here but um if you want to touch back base maybe Monday afternoon um hopefully we'd be able to give you a little more information by then.
[CUSTOMER][NEUTRAL] OK, can you explain the, the benefits to me?
[CUSTOMER][NEUTRAL] Cause uh when I talked to [PII], um I'm probably not pronouncing my name, right, um, I think this is my
[CUSTOMER][NEUTRAL] Third time
[CUSTOMER][NEUTRAL] What can you, what are the benefits for this insurance when you.
[CUSTOMER][NEGATIVE] Can't work while you are sick.
[AGENT][NEUTRAL] Yeah, um, let me pull up the policy document for you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So it looks like.
[AGENT][NEUTRAL] The disability based benefit um.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] The amount listed here, it looks like it's $3000 a month.
[AGENT][NEUTRAL] And it looks like that.
[AGENT][NEUTRAL] Covers a period of 6 months in case of accident or 6 months in case of sickness.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we got already how many months have we?
[AGENT][NEUTRAL] OK, let me check that.
[AGENT][NEUTRAL] It looks like, if I'm not mistaken, it looks like 3 months.
[AGENT][NEGATIVE] So far.
[CUSTOMER][NEUTRAL] We got 3 months.
[CUSTOMER][NEUTRAL] No, we haven't gotten, I got 2 days 1 time.
[CUSTOMER][NEUTRAL] And I know I got 11 time.
[CUSTOMER][NEUTRAL] I haven't got 3 months, totally.
[CUSTOMER][NEUTRAL] Cause it in 3 months like.
[CUSTOMER][NEUTRAL] $3000 a month.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] So that would be $9000 and I haven't received $9000.
[CUSTOMER][NEUTRAL] I got $200 for the very first time I ever done it.
[CUSTOMER][NEUTRAL] Because it was a waiting period and they gave me a $200 check.
[AGENT][NEUTRAL] So I'm seeing, yes, the.
[AGENT][NEUTRAL] It looks like [PII] was the elimination period and then there was a benefit from.
[AGENT][NEUTRAL] [PII] and then another benefit from [PII] or I'm so sorry I was gonna say [PII] um [PII] um where the last ones used and then it looks like.
[AGENT][NEUTRAL] Back before that it must have been a separate occurrence because it seems like there was a period of separation there that um 6.
[AGENT][NEUTRAL] That first one you were saying that $200.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so it looks like for the one that's going on right now it's just been for those two time periods [PII] through [PII] and [PII] through [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's not 3 months, is it?
[AGENT][NEUTRAL] No, um, it's the, the first view I pulled up, it just gives me the like the cumulative totals of what was used, but included that one back from June and July which looks like a separate occurrence from this one, so it's just been 2 on this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so my, my que I guess my question is, is that I just found out that.
[CUSTOMER][NEUTRAL] But he's not gonna be able to go back to work like they thought. They have to do a couple more weeks of
[CUSTOMER][NEUTRAL] Therapy at the chiropractor. So,
[CUSTOMER][NEUTRAL] To, to do the two more weeks in my heart I have to do another claim?
[AGENT][NEUTRAL] So every, I mean for every month of continued disability we need another claim submitted um.
[AGENT][NEUTRAL] It looks like.
[AGENT][NEUTRAL] I might have to. I'm probably just if you don't mind Miss uh [PII], I'm gonna try to get you in touch with someone who processes the disability claims. I don't wanna give you the wrong information, but I don't process these claims and so I just wanna make sure you're.
[CUSTOMER][NEUTRAL] OK, I'll just
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] I'll just wait until and call back tomorrow because y'all getting ready to go home. That's fine.
[AGENT][NEUTRAL] Are you sure? I can see if someone's available.
[CUSTOMER][NEUTRAL] No, I'll just try back tomorrow.
[AGENT][POSITIVE] I'm so sorry. I wish I had like all the answers and I will do my best to learn a little more about this so in the future I'm able to.
[AGENT][NEUTRAL] Give answers without I I just don't wanna tell you anything wrong, Miss [PII]. I know you wanna be able to depend on what you hear, so.
[CUSTOMER][NEUTRAL] Right, I understand.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] It's my pleasure. Thank you for calling and I hope you have a fabulous night.
[CUSTOMER][NEUTRAL] OK, bye bye.