AccountId: 011433970860
ContactId: f41185cd-57d0-4f6b-84c6-76bfc837d8a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370540 ms
Total Talk Time (AGENT): 150212 ms
Total Talk Time (CUSTOMER): 169638 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/f41185cd-57d0-4f6b-84c6-76bfc837d8a3_20250407T19:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Um.
[CUSTOMER][NEUTRAL] My name is [PII] and I had a um
[CUSTOMER][NEUTRAL] A claim process for disability to this company for my job, and I had a few questions and I'm calling concerning um
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Claim number 3,584,770.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with your claim. Can I please get your policy number?
[CUSTOMER][NEUTRAL] Um, 19838777.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I see, um, uh, cause I had a time with the getting the correct paperwork in and I see it's been processed, but my last day of work was like [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, do you know your policy number? If, if not, I can look it up with your social.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh, I thought you heard me it was [PII].
[AGENT][POSITIVE] OK, let me pull up your policy real quick and then we'll verify that real fast and I'll be able to help you with your claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Email address [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] Thank you and if we get disconnected, can I call you back on that phone number that you just gave me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much. So, um, let me put this claim. I do show that it was paid on [PII].
[CUSTOMER][NEUTRAL] Uh-huh, and the first thing is they um paid starting [PII] and I was trying to figure out why because I only had to be out like 7 days, I thought.
[AGENT][NEUTRAL] You're trying, I'm sorry, I didn't catch that last part of phone.
[CUSTOMER][NEGATIVE] They said service date starting from [PII]. I was out of work from
[CUSTOMER][NEUTRAL] The [PII] to the present day, [PII] to the present day, but it picked up only from the [PII].
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] What I can do, I can only read you the information that's on the claim. It's.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Told me that you got paid.
[AGENT][NEUTRAL] But I'm gonna look and see if there's any.
[AGENT][NEUTRAL] OK, so you have an an an elimination period. There's a certain amount of time you have to wait before you, you're you're paid, and it states that these dates, um, were your elimination period and benefits are not allowed until after that period.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Cause I thought I read where it says 7 day elimination period. That's what I thought.
[CUSTOMER][NEUTRAL] But OK, and, and then um the payout and I also thought when I filed the claim that I did it, the uh um direct deposit, can you tell me how they did it?
[AGENT][NEUTRAL] Uh, they sent it by check and we don't have any direct deposit information on file for you.
[CUSTOMER][NEUTRAL] Oh, it didn't take it. I see. Mm, OK, well that's what I was wondering because I did it several times and I couldn't figure out why it wasn't showing up in the direct deposit.
[AGENT][NEUTRAL] Uh-huh. Yeah.
[AGENT][NEUTRAL] Yes ma'am. Now if you wanna go back into the online service center and put that information in if you have another payment then or any other payments with us, then they'll go direct deposit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] But see, does it say that? Because it's not, I can't pull up anything on the online thing. I don't know if it's another payment or if it's just.
[AGENT][NEUTRAL] Oh, your policy.
[AGENT][NEUTRAL] Your policy is lapsed, that's why. So when you're when you're an online service center you have to have an active policy in order to be able to work it. So I do see that your policy is lapsed, so that's why you're not able to get into it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, well that makes sense because I've been trying to get into it and I had explained to them that I was in the hospital but they wouldn't let me pay it or nothing.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][POSITIVE] OK, I think that'll do it. That's all I need.
[CUSTOMER][POSITIVE] Um, thank you though. Thank you for everything.
[AGENT][NEUTRAL] Right, it looks like um your policy laps date was [PII], so in order to get that.
[AGENT][NEUTRAL] That online service center work and it has to be sorry.
[CUSTOMER][POSITIVE] Mhm. OK, thank you.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, ma'am, that's it thank you.
[AGENT][POSITIVE] You're very welcome you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye-bye.