AccountId: 011433970860
ContactId: da86f8b0-6386-46a7-802c-e6d558d679ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349959 ms
Total Talk Time (AGENT): 147473 ms
Total Talk Time (CUSTOMER): 117324 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/da86f8b0-6386-46a7-802c-e6d558d679ab_20250624T22:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, how you doing? I'm calling to uh check the same, uh, status of my claim. You need the claim number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, policy number, your name? Yes, sir.
[CUSTOMER][NEUTRAL] My name is [PII] The policy number is 2552846.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] See, and Mr. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and uh your data service mail address and email address please.
[CUSTOMER][NEUTRAL] A date of what?
[AGENT][NEUTRAL] Your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, [PII].
[AGENT][NEUTRAL] Are you fine?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and email address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let's see one moment.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, looks like the claim was processed, um, it says the disability that was submitted occurred during a period in which you are entitled to workers workers' compensation benefits. Therefore, no disability benefits are payable.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEGATIVE] Wait a minute, wait a minute, we need to speak to a supervisor. I bought this policy, OK? Now, either y'all gonna give me my money back. I'm gonna get an attorney, you know, listen, when this policy was sold to me, they told me if you get this if you have to get hurt, get, can't work, disability.
[CUSTOMER][NEGATIVE] You get disability $1500 a month just because I'm getting worker's comp don't mean I don't get my money. You guys charged me $40 something dollars every two weeks for this policy. Evidently the people selling this to the police department are misleading people. We need to speak to is this, uh, [PII]?
[CUSTOMER][NEGATIVE] This is bull y'all gonna pay me. I'm gonna get an attorney.
[AGENT][NEUTRAL] OK, well let me transfer you to a representative they can assist you as far as the claim. Hold on one moment please.
[CUSTOMER][NEUTRAL] It's crazy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That's bullshit.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm, that, that's one way to.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Jackass.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], I have a hot one, just to let you know.
[AGENT][NEUTRAL] Uh, I have a, yeah, I'm sorry. I have an insured on the phone in regards to his disability claim, and it was denied due to being workers' comp and he just went off on me.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Saying that uh they sold the policy if, oh I'll probably intend it to escalation, but I don't know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But um since it was workers' comp, it was denied as an exclusion, but he starts.
[AGENT][NEGATIVE] So this BS gonna call a cop or call cops. He is a cop, uh, he's gonna get a lawyer.
[CUSTOMER][NEUTRAL] OK, and what's this gentleman's name?
[AGENT][NEUTRAL] Uh, [PII], [PII].
[CUSTOMER][NEUTRAL] 2552486
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And it's I stay at [PII].
[AGENT][NEUTRAL] I don't know. I just say Mr. [PII].
[AGENT][NEUTRAL] The way he was acting, well, I've verified all this other information and it is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was just gonna say he's been verified and what's his callback number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Got it OK.
[AGENT][NEUTRAL] You know anything like me, sorry.
[CUSTOMER][NEUTRAL] Alright you can send them on over and he's uh.
[AGENT][POSITIVE] You rock as usual.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] I'm just trying to read the notes.
[AGENT][NEUTRAL] Is that
[AGENT][NEUTRAL] Oh, OK, I wanna pay.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] It is hot.
[CUSTOMER][NEUTRAL] OK, you can transfer him. I don't know what to tell him other than uh what the policy states. I can't.
[AGENT][NEUTRAL] It looks like several other people are telling about workers' comp too.
[AGENT][NEUTRAL] He verified it was workers' comp. Got it in notes, sir.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, gosh, I told him several times. I'm sorry, I'm just looking at notes.
[AGENT][NEUTRAL] You ready, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] I'm sorry. You have a great one, Ms. [PII].
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] Bye.