AccountId: 011433970860
ContactId: ea3316e3-a245-4dcd-bb50-f22e5a190767
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403920 ms
Total Talk Time (AGENT): 151316 ms
Total Talk Time (CUSTOMER): 237883 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/ea3316e3-a245-4dcd-bb50-f22e5a190767_20250529T22:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, good afternoon, [PII]. I may have talked with you a little earlier. I am uh a client with you guys and I had a question about my, um, claim.
[AGENT][NEUTRAL] OK. Yes, sir. And what is your name, sir?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, uh, sure, sure. Uh, so that's uh spelled [PII]. Last name is [PII], like [PII].
[AGENT][NEUTRAL] Yes sir, you had me transfer you on over to benefits and a card.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Oh, OK, OK, great, yeah, I thought your, your, your voice sounded here. OK, so I did talk with them. I appreciate that it worked out. Uh, they, they suggested I delete that number and put it back in. Maybe something's wrong with my phone. So I'm, I'm, I'm gonna try that in a moment, right? I'll give that a try. But nevertheless, uh, unfortunately, yeah, yeah, nevertheless, unfortunately, she informed me that, um, so anyway, my, my, um, before I go there, my, um my claim is kind of pending my employer, um.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Oh, good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Putting in the one form that they need to put in, you probably can see that in the details of my notes if you happen to pull me up, um, and they've been they've been dragging their feet for who knows how long and, and I had one of your uh associates over there over there today at APL talk with them and so hopefully you know they said OK we got we got the um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You know, something about they didn't have a fax or something. I don't know, never heard of that, but they said they got the address now. They'll send it or right, whatever the case, uh, unbelievable, um, because, you know, unbelievable been off over a month and, uh, haven't received one payment, yeah, right, so nevertheless, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So unfortunately I got the news from, you know, the, the, in the benefits in the wallet that eventually next week, you know, I made a payment today, but next week it'll be going over to Cobra which is quite expensive, um, so I'll have to determine if that's something I wanna do or not I have to move forward to do. I, I didn't know that that was gonna transpire, um.
[CUSTOMER][NEUTRAL] So, but my question to you would be, yeah, my question to you would be since, since I had my uh procedure and all that while I was still paying you guys aren't still paying benefits in the wallet and um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I think one of your associates today who talked to my employer said, well, no, he's covered because he's current and he has been current since whenever so this short term disability should be paid to him as soon as possible. They, they told my employer that, you know, please stop dragging your feet. So I guess what I'm concerned with, I guess what I'm concerned with and what I want to get insurance from you, you from Tory is, is that true? So.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That would help me make a decision if I want if I wanna do the COR or so in other words, let me in [PII]'s terms to you if I decide not to do COR because you know I don't, you know, because I don't have the resources.
[CUSTOMER][NEUTRAL] And this, this claim happened, you know, will I still be covered to get my disability for, for the 3 months, you know.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Since they threw this curveball at me, right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, I understand the question, so, um.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] What I'm gonna need to do first is get your callback number, [PII].
[AGENT][NEUTRAL] Just in case the calls dropped.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you're ready?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, sure, that's area code [PII].
[AGENT][NEUTRAL] Thank you, sir. And then also your policy number.
[CUSTOMER][NEUTRAL] Uh, sure, so that's uh 260-7315.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, let me pull up your policy and we'll make sure we get you answers as to whether or not your claim will still go through if you choose not to use COA. um, now that's not a question that I can answer we're gonna uh get a claim specialist to help with that, but let me verify your policy real quick before I transfer you over. Can you give me your date of birth, sir?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, sure, [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address?
[CUSTOMER][NEGATIVE] This is just getting sicker.
[AGENT][NEUTRAL] Address, phone number, and email address, please, sir.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Oh sure, so that's [PII], um, emails [PII].
[CUSTOMER][NEUTRAL] And um alright.
[AGENT][NEUTRAL] OK, thank you very much. I appreciate you verifying your policy for me. So I do see that your policy effective date is [PII]. Um,
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Your
[AGENT][NEUTRAL] Yes, um, so what we're gonna do is, uh, go ahead and get you a claim specialist so they can answer that question as far as the time frame and whether or not the claim will still be paid.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For
[CUSTOMER][NEUTRAL] Oh boy, right out here.
[AGENT][NEUTRAL] The months that you're not, you know, if you choose not to do COBR.
[CUSTOMER][NEUTRAL] Right, sure.
[AGENT][NEUTRAL] OK, so it's gonna be a brief hold and I'll get you some help. I'm gonna explain to her what's going on for you and that you've verified your policy, so you won't have to do that again, OK?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, it's gonna be a quick call, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] Suffering.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, Ms [PII], this is [PII]. I've got um an insured on the phone. He's called, I've talked to him twice today already. Um, his name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] His policy number 2607315.
[CUSTOMER][NEUTRAL] What's his policy number?
[AGENT][NEUTRAL] He's having troubles with benefits and a card and they told him that he's gonna have to go on COR so he's just wondering how the claims work if he goes on COR will his claim go through, um, will it still continue to go through? How is he gonna pay for it? He's just got several different questions about.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] His claim.
[CUSTOMER][NEUTRAL] Send them all over.
[AGENT][POSITIVE] OK. Thank you, Ms. [PII]. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Mm.