AccountId: 011433970860
ContactId: d577afa5-be79-476a-8c44-d7af52e5379e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349390 ms
Total Talk Time (AGENT): 162163 ms
Total Talk Time (CUSTOMER): 86673 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/d577afa5-be79-476a-8c44-d7af52e5379e_20250107T15:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling and APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], I was calling to get an update on my claim.
[AGENT][NEUTRAL] OK, I can help you with the claim.
[AGENT][NEUTRAL] Can you please give me your name and your call back number?
[CUSTOMER][NEUTRAL] My name is [PII]. Callback number is [PII] and my claim number I have that for you in.
[AGENT][NEUTRAL] OK, what is that, sir?
[CUSTOMER][NEUTRAL] 2506759
[AGENT][NEUTRAL] OK. And then [PII],
[AGENT][NEUTRAL] What is your policy number, sir?
[CUSTOMER][NEUTRAL] I'm, I'm sorry, that is my policy number 2506659.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] From my claim, OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] Phone number is gonna be the same uh address [PII]. Email is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK thank you I appreciate you verifying that information for me. OK, and you said you have a claim number?
[CUSTOMER][NEUTRAL] Yes, ma'am, the claim number is, they actually just texted 354.
[CUSTOMER][NEUTRAL] 4147
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, I'm looking at the claim and it says the elimination period has been applied.
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What's the elimination period.
[AGENT][NEUTRAL] The elimination period is, let me look at your policy real quick.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's 14 days.
[CUSTOMER][NEUTRAL] You say 4 days?
[AGENT][NEUTRAL] From the time of 14 days from the time of the accident.
[CUSTOMER][NEUTRAL] What you mean?
[AGENT][NEUTRAL] What I'm going to do is go ahead and transfer you on over to the claims department so that they can assist you further with your claim.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I've been, I've been doing stuff every week for this claim since the accident.
[AGENT][NEUTRAL] All I can
[AGENT][NEUTRAL] Right, OK, I'm, I'm just all I can see is that the elimination period has been applied. I can't see anything else on the claim, but I can get somebody that can help you with it, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am. I'd love to speak to somebody in a higher position because this, I've been dealing with this for too long.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir. I understand. It's gonna be a brief hold while I transfer you on over, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] Fferring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] in the care team. I've got um Mr. [PII] on the phone. He wanted to speak to somebody in a higher position about his claim.
[AGENT][NEUTRAL] So his policy number is 250.
[AGENT][NEUTRAL] 6759.
[AGENT][NEUTRAL] He's calling about claim number 3544147.
[AGENT][NEUTRAL] And I did read them a remarks to him that the elimination period has been applied.
[AGENT][NEUTRAL] And he wants to talk to somebody else who said he's been trying to get this claim processed for too long.
[CUSTOMER][NEUTRAL] OK, let me get, OK, you can transfer and so.
[CUSTOMER][NEUTRAL] Uh, have we paid him any benefits?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] It doesn't look like all of his claims have a D.
[AGENT][NEUTRAL] 1 L
[AGENT][NEUTRAL] Um, remark on them. This last one was the DD1L0006.
[AGENT][NEUTRAL] On the other remarks that he had.
[AGENT][NEUTRAL] Let me look and see what the previous he had um.
[CUSTOMER][NEUTRAL] Elimination period.
[AGENT][NEUTRAL] The claim form was, right, the claim form submitted was incomplete. He's had that happen and then he's also had.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That he, based on the effective date, he needed to submit his past medical history.
[CUSTOMER][NEUTRAL] Right, oh, OK, and OK, OK, you can transfer him. I'll just pull up all the documents and look and see what we got going, OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, Ms. [PII]. Thank you so much. You have a blessed day.
[CUSTOMER][POSITIVE] You're welcome. Thank you. You too.
[AGENT][NEUTRAL] Bye bye.