AccountId: 011433970860
ContactId: dc6a534f-778f-40b8-81af-d75f54ffe484
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 551280 ms
Total Talk Time (AGENT): 219806 ms
Total Talk Time (CUSTOMER): 290905 ms
Interruptions: 12
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/dc6a534f-778f-40b8-81af-d75f54ffe484_20250313T16:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is
[CUSTOMER][NEUTRAL] [PII] and I would like for you to send me out some claim forms because the doctor had me off work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, OK, yeah, I can get claim forms to you, um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, that would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see, uh, let's see PO box claims department.
[CUSTOMER][NEUTRAL] Mm, I might have to give you my social security number.
[AGENT][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, excuse me, just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying all of that information. Alright, let's see, so I do show here, [PII] that your policy terminated, uh, let's see that was [PII].
[AGENT][NEUTRAL] It is for your short term disability correct?
[CUSTOMER][NEUTRAL] Why?
[CUSTOMER][NEUTRAL] Yeah, why would it terminate?
[AGENT][NEUTRAL] Um, it looks like it was through your employer.
[CUSTOMER][NEGATIVE] My employer can't terminate my insurance. That's what I'm gonna have to do.
[AGENT][NEUTRAL] Give me just a moment, let me get that information for you.
[CUSTOMER][NEGATIVE] Yeah, that's that that that I got Aflac. They can't do that. I'm the one that signed up. They don't sign you up, so how can they take you off? Your employer, what are you talking about? That don't work like that, you know that.
[AGENT][NEUTRAL] No, sometimes they do uh drop the specific carriers and they can switch to different carriers. It's possible you still have coverage. It just may not be through us if you'll give me one moment, [PII], let me put you.
[CUSTOMER][NEGATIVE] My employer can't take me up.
[CUSTOMER][NEUTRAL] Oh, they changed the you think they changed the name or something?
[AGENT][NEUTRAL] They might have changed uh who they go through um but if you'll give me one moment I can get that exact information for you um let me put you on a brief hold I'll get right back with you OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, sure, because this don't sound right. They're taking the money out of my truck.
[AGENT][POSITIVE] Thank you. Alright, one moment.
[AGENT][NEUTRAL] Sure, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling Excuse me, excuse me. Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] Oh yeah, I'm so glad it was you.
[AGENT][NEGATIVE] You sound, yeah, no, you, you poor thing, you sound like my son's been coughing like crazy. I think it's just this time of year, the weather going nuts, you know.
[CUSTOMER][NEGATIVE] Girl, it's, it's horrible.
[AGENT][NEGATIVE] It is awful. I know, and I'm like, oh thank goodness I feel OK and then I'm starting to get like a little sore throat. I'm like, oh no.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEGATIVE] Oh, no, no, no. Mamas cannot afford to get sick. It sucks.
[AGENT][POSITIVE] OK, well, at least this mama works from home, so that's, that's a lot better.
[CUSTOMER][POSITIVE] That does help a lot, trust me, that does help a lot. What you got, darling?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, well I've got um a member on the line and his policy terminated on [PII] of last year and um he does not know why it is through uh well it was through Union Bank and Trust um so I don't know if they did they drop us?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Hi girl, give me that, give me the, give me some, give me that number.
[AGENT][POSITIVE] OK, yes ma'am, yes ma'am.
[AGENT][NEUTRAL] I remember seeing emails about them, but I lose track. Um, policy number is 02508422.
[CUSTOMER][NEUTRAL] I'm like you, if I didn't just, and I can't promise you if I just read it, I'm gonna remember what it said.
[AGENT][POSITIVE] Uh, exactly, exactly.
[CUSTOMER][POSITIVE] So much comes at us all day long. Oh.
[AGENT][NEUTRAL] Yes, exactly. I see a note where it talks about a future lapse date, but he's more like is it actually because of the employer, which I mean it kind of has to be I would think, but he just wants to see because he's acting like he wasn't informed.
[CUSTOMER][NEUTRAL] OK, let's
[CUSTOMER][NEUTRAL] And who knows who knows, maybe just, yeah.
[AGENT][NEUTRAL] Well, I know, I do hear that quite a bit.
[CUSTOMER][NEUTRAL] I know, right?
[AGENT][NEUTRAL] I still have people from American Airlines calling saying they didn't know that we weren't theirs anymore, yeah.
[CUSTOMER][NEUTRAL] Oh, so he had a disability.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, is he no longer employed with them?
[AGENT][NEUTRAL] He didn't act like it because I did say it was through his employer um and he was acting like he's had it forever so I think he's still with them.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, they're active. Let me look at GRP IQ. Let me see if anybody else is on, on here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 25464.
[CUSTOMER][NEUTRAL] Oh yeah, there's all kinds of folks, but he's only got a disability with us.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, 1 term 51257. Alright, let me get a note now. Let me see for future lab say added by EFP.
[AGENT][NEUTRAL] I just see a couple, yeah.
[AGENT][NEUTRAL] I don't know what that means.
[CUSTOMER][NEUTRAL] That's I'm doing billing. I don't even, I can't, I couldn't say if I wanted to see you I and Q, I think, I think, I think, I think, I think, um, you are let's see, let's go the other policy notes notes.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Overpaid refund 271 83 future laps it. Oh my [PII], that policy got overpaid. What
[CUSTOMER][NEGATIVE] Oh my God, what's the other policy got money that money is supposed to have gone to, oh my god.
[CUSTOMER][NEUTRAL] 2349929.
[CUSTOMER][NEGATIVE] OK, um, come on, this thing, I forget you. I don't know why they started this for some reason you have to double click to get things to pull in anymore it seems like.
[AGENT][NEUTRAL] Oh, I know.
[CUSTOMER][NEUTRAL] I wonder if that to overpay 271 83.
[CUSTOMER][NEUTRAL] Future laps stay out of this discount received from broker. I'm looking at the first policy, um, so let's see.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] All right, I'm thinking out loud, [PII], this is not for you. I'm just, I think I'm just gonna tell him he is gonna have to get in touch with his group because
[AGENT][NEUTRAL] You're fine, you're fine. No that I get it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I mean one note on one policy says from the broker I don't know what EFP means I can't I know I've been told, but I do not honest to God do not remember.
[AGENT][NEUTRAL] No, I feel like I've, I've asked before and I forgot, but.
[CUSTOMER][NEUTRAL] Edit back.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Oh, OK. Put it.
[AGENT][MIXED] I'm so sorry. I hate when I get these doozies. I always love it when I get you, but I hate when I get these doozies and have to throw them to you.
[CUSTOMER][NEUTRAL] No, you're fine. I'm just.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I I just get
[AGENT][NEUTRAL] Not saying I have favorites in other departments, but.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Girl, it just, it just blows my mind when I'm like, you know what I'm doing, I'm just gonna tell him I'm gonna have somebody research it and get back with him. Meanwhile, he can contact his employer and see if they submitted a term date. But first I need, you know what, first I need to check, make sure he's still employed with them because this has you have to be employed as this.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] He acted like he was, but I don't know. I mean, when I, when I mentioned it was through his employer and he was like, why would they drop because I was like, you know, they might have gone through a different carrier and he was like, why would they do that? So I, I feel like he is but I don't know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ah, right.
[CUSTOMER][NEUTRAL] OK, OK, um, let me go back. I think I'm start giving these people's names in these things. And [PII] Keys, right? OK. Put Mr. Mister. oh, Mr. [PII] through, OK, and we'll do our best.
[AGENT][NEUTRAL] [PII], yes, yes.
[AGENT][POSITIVE] Yes ma'am, thank you so much [PII] I hope you have a great rest of your day bye.
[CUSTOMER][POSITIVE] Thank you, [PII]. You too, honey. Bye.