AccountId: 011433970860
ContactId: e0347af3-eb6f-4dc5-bcde-c97d6af5c6d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 615619 ms
Total Talk Time (AGENT): 191522 ms
Total Talk Time (CUSTOMER): 224956 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/e0347af3-eb6f-4dc5-bcde-c97d6af5c6d1_20250213T21:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I was actually calling to see if you guys received the paperwork that was faxed over to you guys from my doctor's office.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 2268124, but I didn't know my policy number when the paper was faxed, so it's it's not on the paperwork.
[AGENT][NEUTRAL] Oh, that's fine. They will still just go by your name. Um, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and verify your date of birth, mail address and email address please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Your email address.
[CUSTOMER][NEUTRAL] You said [PII] is email OK [PII].
[AGENT][NEUTRAL] See, and your provider was submitting a claim information for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Is it Atlanta's Women, Obstetrician and gynecology?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Uh, do show it was received.
[AGENT][NEUTRAL] Um, looks like it received on.
[AGENT][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] It looks like it processes service rendered after policy terminated.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So is your policy termed on [PII]?
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEGATIVE] I'm so confused.
[CUSTOMER][NEGATIVE] Cause I've been paying for it.
[CUSTOMER][NEUTRAL] Um, I switched, it wasn't coming out of my check for work because I've been, um, out of work.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And so I set up for it to come out of my personal um bank account.
[AGENT][NEUTRAL] Uh, let me check one thing.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] OK. It looks like you may have to contact Fidelity. Uh, they're the ones that help with your group.
[AGENT][POSITIVE] And they will be able to assist you and I can give you their phone number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, let me know when you're ready, or I can transfer you.
[CUSTOMER][NEUTRAL] Um, I'll take the phone number.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yes, ma'am. It is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what exactly is, what exactly am I reaching out to them for like what is going on with my policy?
[AGENT][NEUTRAL] Uh, they can verify, uh, who you may have a policy with, or they're the ones that will be able to assist as far as eligibility.
[CUSTOMER][NEUTRAL] OK, because the only reason why I even um applied for it was because I spoke with two representatives from
[CUSTOMER][NEUTRAL] Um, well, your colleagues, and they told me that I was eligible for those benefits and sent the paperwork to my email.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] So that's strange.
[CUSTOMER][NEUTRAL] That they would
[CUSTOMER][NEUTRAL] Oh, because they were saying that the APL was for
[CUSTOMER][NEUTRAL] Um, anything from last year.
[CUSTOMER][NEGATIVE] And since I have been out since August, that I should have filled out the APO paperwork instead of the colonial paperwork, but I received both of the paperwork.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And well, I don't know if you, did you file on a colonial as well or just with us?
[CUSTOMER][NEUTRAL] Um, they told me to just do the APL because they said that basically you all had APL and switched over to colonial.
[CUSTOMER][NEUTRAL] So, I only needed to do one of the paperwork.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Basically, they were saying that if my leave, my disability started.
[CUSTOMER][NEUTRAL] Before a certain date then I need to fill out the APL paperwork and if it was after, you know, a certain date then I needed to fill out the colonial paperwork.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Give me one moment just looking at this claim and see if there's any notes on here, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hey, I probably have to transfer you to a representative, um, an examiner. Do you mind holding one moment, Ms. [PII]?
[CUSTOMER][POSITIVE] That's fine, thank you.
[AGENT][NEUTRAL] Yes, ma'am. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] with whom am I speaking. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Good and you girl? How's it going?
[AGENT][NEUTRAL] I need a nap.
[CUSTOMER][NEUTRAL] Oh [PII], please don't mention that. I just told my husband I got 13 more minutes to go. He said, [PII], you calm down? I said yes.
[AGENT][NEUTRAL] Yes, that's what we do.
[AGENT][NEUTRAL] We count down.
[CUSTOMER][NEUTRAL] What you got?
[AGENT][NEUTRAL] Well, I have an insured on the phone, Ms. [PII], and she was calling to see if we received her provider information, which we have, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But here's the thing, she's with APFA.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh the claim was processed prior to the effective date and it shows the policy termed on 9124 and she was, she said that she had spoke to someone and they told her to still file with our company since she didn't return to work or since she has been out of work since August.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, what's that policy number?
[AGENT][NEUTRAL] 226-812-4.
[CUSTOMER][NEUTRAL] OK. 226.
[CUSTOMER][NEUTRAL] 8124. OK, Ms. [PII], so this is her same disability that's uh continued she filed it with us and it's continuing is that what you're well it yeah it's the same one that's what I'm saying.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Well, it looks like it's just the initial one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It just continued. Mhm.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And I would first told her that she may need to contact uh Fidelity because she's with that uh APSA because I know that you switched to a different disability and she was saying, well, someone told me I need to file with y'all since I wasn't working prior to my the policy switching over, but
[CUSTOMER][NEUTRAL] Mhm, go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, I can tell her. I can tell her, but I see because I see right here [PII] processed this claim with the data service of [PII]. That is after her terminated date. We're not gonna process this claim. She needs to go with whoever her new carrier is.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I can let her know that.
[AGENT][POSITIVE] OK. Well, I appreciate you so much.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, OK. And what's the callback number? Is it the one that I see the [PII]?
[AGENT][NEUTRAL] Uh yeah, [PII], yes.
[CUSTOMER][POSITIVE] OK alright thank you and you verified everything, right?
[AGENT][NEUTRAL] Yeah, I did, yes, ma'am.
[CUSTOMER][POSITIVE] OK, have a good one, OK?
[AGENT][NEGATIVE] You too only got what, you only got 16 minutes to go.
[CUSTOMER][NEUTRAL] You count down. Help me count down. All right.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right, bye-bye.