AccountId: 011433970860
ContactId: e711657a-808a-408d-ad0f-e0d7376bd01c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 651419 ms
Total Talk Time (AGENT): 132696 ms
Total Talk Time (CUSTOMER): 272567 ms
Interruptions: 4
Overall Sentiment: AGENT=1.7, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/e711657a-808a-408d-ad0f-e0d7376bd01c_20250117T15:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking how may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you doing?
[AGENT][POSITIVE] Hey [PII], I'm good and you?
[CUSTOMER][POSITIVE] Happy Friday in 3 weeks.
[AGENT][POSITIVE] Happy Friday, thank [PII]. I know, you know, I keep forgetting about the Monday is a holiday. I'm like, Lord, please, I need that holiday.
[CUSTOMER][NEUTRAL] Three-day weekend.
[CUSTOMER][POSITIVE] I know, I was, girl, I was so excited about it and then nobody was mentioning it and I'm like, oh, please tell me we do have it, you know, I'm like, thank you, [PII].
[AGENT][NEUTRAL] I know.
[AGENT][POSITIVE] Yes, yes. You can't wait. I can't wait. Thank you for reminding me.
[CUSTOMER][POSITIVE] See, I just made your day.
[AGENT][NEUTRAL] Mm, you sure did, you sure did.
[CUSTOMER][NEUTRAL] Listen, I've got policy number 123.
[CUSTOMER][NEUTRAL] 7027, Mr. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we were talking about that his benefit period has been met and the maximum disability benefit period, and he is stating that he thinks there's some uh dates that he has not been paid for. He's going back all the way to the beginning of his claims.
[AGENT][NEUTRAL] OK, well, you can go ahead and just transfer him you verify.
[CUSTOMER][NEUTRAL] I verified all of this information and the callback number is the [PII]. Also added his email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright thank you [PII], go ahead and send him over.
[CUSTOMER][POSITIVE] All right. Thank you, [PII]. Have a great weekend. You too, sweetie. Thank you. One moment.
[AGENT][POSITIVE] You have a great weekend, OK? All right. Bye-bye. All right. Uh-huh.
[CUSTOMER][POSITIVE] All right, Mr. [PII], I have [PII] on the line she's reviewing those claims for you and we'll help you further. Hope you have a great weekend. You too. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for uh thank you for calling APL today, Mr. [PII]. I understand your name, date of birth, address, and email has been verified and uh you're calling because you're saying you believe you were not paid for all of the claims you should have been paid for?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, yeah, now that it's been brought to my attention, my, um, she said I had a 180 day claim, um.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Um, existence is the policy 180 day claim policy. OK, so I, I was in an accident in oh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] In [PII], excuse me, is it [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so that was my claim, uh, it was a truck accident where I was in uh.
[CUSTOMER][NEUTRAL] Uh, in my truck and someone hit me, but my shoulder and my, my left arm was injured and so I filed a claim with that and that particular uh claim number was 33.
[CUSTOMER][NEUTRAL] 98,850 where um I filed at [PII].
[CUSTOMER][NEUTRAL] Um, I didn't really know a lot about it then, but then I didn't know about the eight page, um, um, process either, um, but I was, I was, it was a 0, and then it come back around, uh, claim number 3433964 it was a 0 but that was 31424.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, um, I did not get a payment until [PII].
[CUSTOMER][NEUTRAL] And the claim number was 343-634244133 dollars. So my point, my well my question was, did that particular claim still hold a 180 day claim process because when it began, um, my first date was.
[CUSTOMER][NEUTRAL] Like I say, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, uh, actually it was, it wasn't [PII], excuse me, it was [PII], yeah, yeah, yeah.
[AGENT][NEUTRAL] OK. So you, you, so yeah, it was [PII] cause I'm looking at everything that we've ever paid you and we first started paying you for the uh let's see if they put the diagnosis on here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, let's see here.
[AGENT][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] So that was [PII].
[AGENT][NEUTRAL] Yep, it was [PII].
[AGENT][NEGATIVE] Yeah, it was [PII] when you were uh when you started receiving disability benefits for this same diagnosis code that has exhausted. So 180 days has run out.
[CUSTOMER][NEUTRAL] OK, so no, so that's, that's what I was trying to tell her so my accident was, was just that, that was a truck accident. I got back to work and I worked 3 months and this accident here [PII].
[CUSTOMER][NEUTRAL] Um, um, excuse me, uh, [PII] was an accident that I had after the truck. It was actually at home, so they were kinda like looked like they ran together, but I didn't get paid for one when I first applied.
[AGENT][NEUTRAL] OK, let me put you on a brief hold while I review these dates because uh I I need to review the dates to, to, to see what's cause, uh, what's exactly going on. One moment, OK? Thank you. Uh-huh.
[CUSTOMER][NEUTRAL] I only got
[CUSTOMER][NEUTRAL] Yeah, yes, ma'am.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, and could, could, could you look and see that they were two separate accidents. One was a truck and one was at home.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Sir, I can't see anything until I go review these claims, OK? Alright, one moment, mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am. OK. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for patiently waiting, Mr. [PII]. I'm gonna have to send a message to the uh disability representative that process your claim and have that person call you back. What's a good callback number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. All right. Thank you, sir. You have a great day. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] All right, have a good day. Bye bye.
[CUSTOMER][NEUTRAL] Mhm