AccountId: 011433970860
ContactId: ca856e61-90c2-48df-89f5-db3784cb057e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 366940 ms
Total Talk Time (AGENT): 161498 ms
Total Talk Time (CUSTOMER): 132679 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/ca856e61-90c2-48df-89f5-db3784cb057e_20250219T18:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] I'm good thank you how about you?
[CUSTOMER][NEUTRAL] I'm good. Hey, I just wanted to get confirmation on the payments of um on my short term disability policy. Um, I just I received something saying that my payments were complete, but, um, my record keeping, I don't think is as good, so maybe you could help me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, figure out which one I've missed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, sure. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[AGENT][NEUTRAL] OK. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, policy number is 0234.
[CUSTOMER][NEUTRAL] 9922.
[AGENT][NEUTRAL] OK, and Mr. Honey, may I have the date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] [PII] is my birthday. My address is [PII]. And what did you, what else did you need?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Email address?
[CUSTOMER][NEUTRAL] Email [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So I see the last payment um.
[AGENT][NEUTRAL] Of 3000 for the month of December.
[AGENT][NEUTRAL] And it looks like, mhm, uh by that time we had to return to work on [PII]. Um let me see, you submitted some more documents after that. Um, let me check.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, one, I went back to work 17. My doctor released me 17.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me see.
[AGENT][NEUTRAL] Let me check and see what's on this one because it, it's indicating that um it's still 11 of 25 so um.
[AGENT][NEUTRAL] You know the
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so based on the notes, I don't see anything different.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because my I guess my question my last payment that I have is I got on [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For $3000 but I, I, I didn't go back to work until [PII].
[CUSTOMER][NEUTRAL] So I don't think they included the month of January or um.
[CUSTOMER][NEUTRAL] What, like because my policy is for $3000 a month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's for 12
[CUSTOMER][NEUTRAL] And um that should be $36,000 and my records don't show that so maybe what you could do is show me all the payments because they it should come up to $36,000 is that what you're showing on your end?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the only thing I see here is the payment for December. I don't see anything else, um, and the reason for that is because based on the notes I'm looking at, um, we don't have any other documentation indicating that it's gonna be paid after [PII]. So that was the return to work date that we have in the system. If that change, we're gonna need some documents indicating that you had, uh, it was gonna be out after [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, um, is there a way, can I speak to is there a way I can get an accounting of all of them so I can reconcile what I have because the math still doesn't because I was off work for a year.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can go ahead and send the request over to [PII]. Um, she is the examiner that is taking care of your policy of your claims, of your payments, um, um, but she will have to call you back in 24 to 48 hours. Is that OK?
[CUSTOMER][NEUTRAL] And it's
[CUSTOMER][POSITIVE] Yeah, yeah, that'd be good.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, let me see, so the callback number [PII], she can call you at any time or you have a specific time that um.
[CUSTOMER][NEUTRAL] Uh, let me get, I'm gonna give you my cell phone number because this, I, I, I better get them so that is it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you're in central or eastern?
[AGENT][NEUTRAL] Western
[CUSTOMER][NEUTRAL] Uh, this is Pacific. I'm in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, so I'll go ahead and send the request over to Ms. [PII], um, to see if she can give you a call back and go over the benefits, the payments, and what else that needs to be done, OK?
[CUSTOMER][POSITIVE] That'd be great thank you I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, no, and is it, is it a name some of that um that you that you said that I will be calling me?
[AGENT][NEUTRAL] Uh, more than likely it's gonna be [PII]
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Best CB OK and you're sole SOL?
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][POSITIVE] OK, I'll wait to hear back from [PII]. Thanks very much, [PII]. I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] That'll do it thanks very much.
[AGENT][POSITIVE] You're welcome and thank you for calling APM. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] You're welcome. That's great.